The Everlasting Bond Between Trust and Customer Satisfaction
Trust. Not only an important trait online, but in real life as well. When conversing with someone in real life, it can be easy to build trust. Body language, eye contact, and responses are great indicators of how trust can be conveyed. In the digital realm, however, it can be a lot more difficult to instill a sense of trust.
We want to believe a majority of people have good intentions, although sometimes, the means in which they interact don’t reflect that.
Think of this scenario:
Someone has stumbled across your comment on a post where you are asking for a solution to a current problem. They are elated because they believe they have the solution and intend on helping you. Their next step is to reach out to you and explain how they can help you and bam - this is where the disconnect usually happens.
“Hi, my name is ________. I stumbled upon your comment and my product can help. Did you know my product has helped over 10,000 people with the same issue? This tool will work great for you. Interested? Did I mention my product has helped a lot of people? Also, it’s on sale!”
We’ve all received messages of this caliber before and although the intentions of the person reaching out are good, most people see it as sales spam and disregard it.
So just how can you build trust via the digital world that will enhance experience?
Rid your brand of the notion of automation (keyword being “notion” - automation is vital, however, frequent and impersonal automation can be off-putting). No one likes talking to a robot or the feeling of doing so. Authenticating your brand bodes well for consumer trust.
How do we like to build trust?
Before you go sliding into the DMs with a crafted, automated message, think about the reception of the person on the receiving end. Instead, opt for
a) A quick introductory video recording showcasing who YOU are and the value your business can bring to that person
b) A screen recording of a process, product, or service that can aid with their dilemma
What makes these means different than sending a long-form message? You’re putting a face to the brand and when people can correlate an individual to a brand, they are more inclined to trust them, in turn, utilize the services/products provided.
Putting a face to your brand may seem like a nominal action, but the outcome is beyond beneficial for you and your audience.