By Jessica Tha Goddess
How to get your public to sing from the mountain top about you:
Step 1: Set Trust Goals – I worked for a company that wanted every customer to give them 5 star reviews online before the product was even delivered. It may look good online however those same customers will go back and update those reviews if you fall short in any other area. You can get reviews upfront, but I think there is something deeper here at play.
Your trust goal should be about the feeling you inspire from hello – to end of product use. They should love the experience of buying the product, love the interaction during delivery, love the way they are treated when resolving a concern with your customer service team, and absolutely love the product. Your Trust goals can be measured by customer referral online reviews, or the rate at which people remain loyal customers. Set your goals and make sure to measure them.
Step 2: Stay Alert – set up Google Alerts to track your brand so you know when you are posted about. This way you can stay on top of, and involved with, the conversations about your brand.
Step 3: Stay Consistent – offering a consistent customer experience may be the most important tip we share in this article. We all know McDonalds does not have the ‘best’ burgers. They do have consistent customer experience, and in an unpredictable world the comfort of a predictable experience means so much. Offer your public a consistent experience they can count on and you will foster loyalty for years to come.
Step 4: Make Time for the Relationship – make sure you are putting the relationship with the customer before sales. I understand that sales may seem most important to a little thing called the bottom line, but trust me – it’s not the MOST important. Relationships trump sales every time. Sound crazy? Okay – consider this, if there is no relationship … there is no sale! If there is a good strong relationship, there are more often then not, many years of sales to look forward to. Always put relationship first!
Step 5: Keep it Real – listen, transparency is the name of the game. No one is looking for a perfect person, company, or brand but we are looking for a transparent one. Ever hear of a little thing called ‘lie by omission’. It’s that not-so-cleaver thing people do when they know the truth is ugly, so they don’t lie about it – they just burry it in their backyard until a rainstorm washes the mud away and everyone sees the dirty little secret plain as day. Don’t let it get to that. Just be 100 from the start. Keep it real and people will respect your integrity and will be more likely to trust your brand!
Step 6: Prove Yourself – It’s important you show social proof. At the end of the day, we want everyone to know about the good experiences others have had with us. From LinkedIn to Amazon reviews no one purchases anything without reading about it first. We want to know what ‘regular folks’ think of it before we commit. I know I personally watch probably 5 to 10 YouTube reviews before I purchase an appliance, weighted blanket, car. I want social proof before I part with my hard-earned dollars, and most consumers feel the same. Make sure when you are building your Trust Goals you add social proof to the list of ways you can help your public trust your brand.
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