10 key strategies to help B2C businesses maintain consumer trust
No matter what you’re selling, the key to continued success is maintaining your customers’ trust. Without building and sustaining a reputation as an honest, trustworthy company, a B2C business will not only struggle to keep existing customers, but also to attract new ones. This is especially true in today’s 24/7, social-media-driven marketplace; a bad online review by a disgruntled customer — especially one that’s not addressed quickly — can have a big impact. And a series of bad reviews can be devastating.
Conversely, maintaining a consistently positive reputation as a company consumers can trust can lead to lifelong, loyal customers who not only always choose your brand but champion it and recommend it to others. To sustain your good standing with your current and potential customer base takes proactive strategies. Below, 10 members of Business Journals Leadership Trust share smart ways B2C company leaders can build and maintain their customers’ trust — and strengthen their businesses in the process.
Leverage social media to have a discussion with customers.
As with any stakeholder, open communication is vital to maintaining customers’ trust. Social media marketing can be leveraged to ensure consumers feel they are part of the discussion, especially during times of crisis. B2C leaders can rapidly address issues that arise with facts and an apology, if appropriate. It’s essential to also respond to comments and reviews in an honest and timely manner. – Lincoln Jacobe, 6 Pillars Marketing
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