There’s a saying that goes: “It takes years to build up trust, and only seconds to destroy it.” This statement is even more relevant with the rise of social media.
A company’s social presence can say a lot about how the organization is run. Customers use social networks, such as Facebook and Twitter, to share their experiences with their favorite brands. Whether they loved a commercial, tried a restaurant for the first time or had a horrible experience at a store -- the general public has now turned to the digital atmosphere as a way to share their opinions.
Mashable shared a list of four steps to cultivate online trust. It suggests staying proactive and facing challenges head on is the best way to maintain your brand’s reputation. If a company ranks low with a lot of negative feedback, how can they get back into consumers good graces?
In the eyes of the customer, the service they receive both online and offline goes a long way. As brands continue to expand their business on the various social networks, their customer service also needs to expand. A select number of individuals – this can be one person, depending on the size of your business – should actively monitor the social sphere and engage with consumers.
If a customer received bad service and turned to reach out to you via Twitter, respond timely and appropriately. Additionally, if there is an issue with an online contest you are running where customers are having issues submitting the form, blast an apologetic message out expressing that you’re aware of the issue and are working on resolving it. Once the issue is fixed, send another message updating your customers. Additionally, a courtesy tweet or simple “thank you” goes a long way in a customer’s eye. Happy customers see how the unhappy ones are being treated; these small actions help build trust and brand reputation.
Here are a few tips your company can take to either bring back disappointed customers or make new ones:
How have you built online trust with your customers? Share how your company has built online trust among customers. Interested in building or rebuilding your online trust? Let’s chat.