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The importance of building trust online

Munira Rangwala
29th Apr 2017
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Building trust online is a gradual process. No matter what industry your business is a part of, trust is always a prerequisite. In fact, the importance of building trust online cannot be emphasised enough if you want your business to be a success. It can be the one factor that differentiates you from your closest competitor. There are several ways to build trust in the online world. While some ways are more conscious, other elements impact people without them realising its significance in the moment. For example, a prospective customer might go online to know the review of your product. However, if he reads in the reviews that the product of your competitor has better features than your product, it might affect his buying decision.

Image : shutterstock

Image : shutterstock

A decade before now, brands built trust by relying on their customers’ word of mouth. One satisfied customer would tell another potential customer about his user experience and that person would tell a third individual. However, in the online world, brands need to focus on building visibility if they want to establish a relationship of trust with their customers. When online users are repeatedly exposed to your brand's name and start viewing it as a reputable source of information, they are likely to make a purchase from you when the time is right for them as trust is already in place.

Trust isn't something which you're entitled to. It has to be cultivated over a period of time. If you know how to reach out to your consumers intelligently and thoughtfully, you won't have a difficult time establishing trust. Trust is the main reason why branding is so important to big organisations. Brand awareness usually translates into trust, which converts into sales. In today's time, brand awareness is built through social media, your website, emailers, and so much more. Brands need to understand that not every user experience is going to be a pleasant one. So when dissatisfied customers reach out to them on the above mentioned channels, they need to provide excellent customer service to keep the trust sustained.

People are more likely to recommend a brand they trust to their close family and friends. In the digital age, one doesn't need to call their loved ones to recommend a brand they love. A simple retweet or comment on Facebook can spread the word of your positive interaction with a customer to your followers as well as their friends. When people see that a user trusts you, they are bound to give your brand a try. Since trust is so important to customers, it should be important for brands by default. Asking your users for online reviews, for example, can generate some negative feedback that might not be a thorough reflection of your brand. However, if your online reviews are a mix of positive as well as negative feedback, customers rest assured that the reviews aren't paid, which builds trust in the long run.

Trust is one aspect of your business that can rake in a lot of money if you build it correctly. Take the time and efforts to develop an honest connection with your audience and see how it positively affects your brand in the years to come.

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