In the end, we need more than just buyers who come for a product one-time and dissolve. We need people who will be happy to use the product / service, will leave reviews and comments, and recommend us to their environment. Well, it’s strategic. And for those who have already made a purchase. Who already knows that you will not throw or slip a low-quality product. For these people, trust is already formed and is due to personal experience.
And for new clients, we need to have contact with the brand at least once. And this is where the important role is played by whether you have built a brand image that you can trust. The Angry.Space Response Tool team is confident that 7 simple rules are enough to build trust. Now let’s talk in more detail about each of them.
1. Be always in touch
It is important to respond quickly to messages, comments, and reposts. After all, the speed of the response, and indeed the presence of the response itself, speaks of the brand’s customer focus. Try to make the client feel like you’ve been waiting for their message all day. Respond to him from a caring position, so he will feel that you are there. And understand that if something happens, he will be able to contact you at any time, and you will promptly solve his problem.
There are 2 options here:
- Be at your computer around the clock and monitor notifications from all social networks. It is very difficult, almost unrealistic. And if you have a large flow of customers and several social networks, then it is simply impossible not to miss a single notification. Unfortunately, this is how many of them get lost in the heap of tabs and are left unattended. And the person who is being ignored immediately thinks resentfully: “Well, nobody cares about me. I will go where I am. ”
- And you can make it easier – connect the monitoring and response tool in social networks Angry.Space. It is suitable both for large businesses with a large flow of orders, and for micro-businesses, where there is a budget for only one SMM. Angry.Space collects and sorts all messages, comments and notifications in one window. You will not 100% disregard any response, because the program marks which messages you have already answered, and which ones are still waiting in the queue.
2. Share what is pleasant
This is the next super move to build trust. If you publish customer reviews, repost their mentions about you, show that you have a lot of satisfied cats – this is another plus to karma.
Another great way is to ask regular customers to rent UGC for you, giving them some kind of bun in exchange. As a reminder, UGC is content created by the brand’s audience. These can be posts, reviews, comments, photos or videos of the client about the product. This is beneficial to both parties – the buyer gets their bonuses, and the brand gets cool content.
For those who are especially advanced, you can come up with your own hashtag, by which customers will be able to publish reviews about your products.
3. Report your mistakes
Yes, you can report bugs, sometimes even NEEDED. No, it’s not a shame. No, it won’t hurt your reputation if you have a great product and a high level of customer focus.
Everyone has mistakes. But so that a small failure does not become a scandal, it is important to act very deliberately.
The first step is not to hide and quickly sort out the situation. If a brand is openly admitting guilt, it breaks boundaries. Customers understand that there are people on the other side of the screen like themselves.
If, for example, the customer was sent a blouse of size L instead of S, then a brand that values its name will immediately correct the situation. You can promise a replacement product, free shipping and some small present as an apology.
And then the buyer, if it is adequate, will not have bad impressions (unless it was an order with a wedding dress that is needed tomorrow))
The second step is to talk about your mistake, turning it into a case. Yes, we had a jamb with delivery, but thanks to this situation we realized that we had long grown out of primitive excel plates, and now we connected the program and optimized the work of the “warehouse-courier” flow
4. Clean up social media
Social media is the face of the brand. And it only depends on you what this face will be. Try to put yourself in the client’s shoes and look at your social media accounts from the outside. Is everything beautiful, convenient, affordable?
Even in the design and convenience of social media pages, the client feels cared for. When you don’t need to look for an address for half an hour, wipe the blood from your eyes, looking at a profile header that has moved down or a cluttered account with pictures that do not match at all.
You should be comfortable and understandable. And also – to be able to predict the needs and path of the client on your page.
This is the same as with an apartment. You invite guests, they see how clean and beautiful it is, everything is in its place. So it should be on your page too. It’s not just that they say – “they meet by their clothes.” In social networks, they are greeted by the profile header and account design. If you have several accounts, it is important that they are all decorated in the same style, recognizable handwriting and design are used everywhere. The “brand voice” should be the same everywhere and recognizable to the audience.
Why can a sloppy account scare away a customer?
Because it is not credible. In an article for Rusbase, we once wrote about clone groups and other methods of fraud. It is scammers who usually do not bother with design and content, but only do it. Therefore, if you have a mess on the page, the client may think that they want to cheat him here.
Social networks need to be maintained so that even the thought does not arise about the seller’s dishonesty.
5. Make important information accessible and easy to obtain.
For any person who plans to buy a product, it is most often important to know:
- Store / office location
- Delivery terms
- Cost and delivery time
You can indicate the address in the general information on the page, and the payment options, calculation, delivery time and answers to frequently asked questions can be placed under the description and duplicated on the website. There you can also make an automatic calculation of the cost and approximate delivery times and make an FAQ on the questions that are most often asked, or even use these questions to write small posts.
6. Let the brand have a face. Or faces.
And what is no less important, and what will attract buyers even more, is the personality of the creator. Not everyone shows the founder of the company, tells about his life story. But this is just a powerful tool that can increase customer loyalty. Just imagine: if you introduce customers to the creator of the brand, show his life, broadcast his values, the trust in the brand will only increase.
It’s great to understand that he is the same person, he also picks up children from kindergarten, walks with his family in the park, and prepares traditional homemade pizza on weekends. The more personal information and details there is, the higher the level of trust, because people see that a brand has a face. And in the future, they will associate the brand with this particular person.
But if your boss doesn’t want publicity, there is another option. You can tell about each of the employees: why they work here, what films they like to watch in the evenings, how they look at life. And also – about the brand itself: why it was created, why this particular product, what difficulties arose in the development process.
This is how the team of the response tool in social networks and messengers Angry.Space looks like