Why trust matters and how to build it using social media and marketing
Gee the world is moving fast! We’re all feeling it. Your customers sure are…
So in this fast-paced and ever-changing world, trust and the building of trust has become even more important in decision making processes.
Not glitz. Not follower-counts. Not Reels views.
Trust.
Your customers or clients want to feel confident and assured that the companies they interact with have their best interests at heart. That they are dealing with real people who ‘get them’. So how can you demonstrate that? and what does trust look like?
Here’s a real and recent example
Last month in a coaching session we dug deep into why social media was not working for my client despite her very best efforts. Our conclusion was that her content was “all style no substance”. Great Canva skills, lovely photography, well written captions but no heart and soul - no humanity - no reason to connect. Her perfectly curated feed wasn’t reaching new people and it wasn’t connecting with her existing followers.
So we changed everything…and she was very brave about it.
Here are some of the results after 30 days.
What did we change with her marketing and social media to build trust?
More people - Reels and photos with humans, not just products.
More Stories with calls to action to drive conversations in messages.
Less posting - quality over quantity more time for engagement and relationship building.
Keywords and hashtags - informing the algorithms and making search and discovery easy.
Calls to action - driving interactions that aren’t just sales-focused.
Functioning store - fixed up the Meta commerce functions and made her website easier to navigate.
What is trust? (From a customer perspective)
You probably already know that trust is the foundation of any healthy relationship. This is no different when it comes to the relationship between you and your customers.
Trust is a sense of security and comfort - your customers rely on you to deliver on your promises and meet their needs. When you do, they feel comfortable enough to buy again or to recommend you.
It’s the feeling of satisfaction - of knowing that you made the right choice. When a customer makes a purchasing decision and they are rewarded with satisfaction, value for money, their needs being met - it deepens their sense of trust in your business and their own decision-making skills.
Why should you build trust between your business and your customers?
Repeat business - when customers trust you, they are more likely to feel satisfied with their purchase and continue to use your products or services in the future.
Recommendations and reviews - customers are more likely to leave positive feedback and reviews when they feel they can trust a business to deliver on their promises.
Credibility - if you prioritise trust in all your customer interactions you will establish yourself as credible and reliable which is pretty important when you are seeking brand loyalty and a way to differentiate yourself from your competitors.
What can you expect in return?
Repeat business - It’s a fact that when customers trust a business, they are more likely to buy from them repeatedly, recommend them to others, and remain loyal over time.
Patience and loyalty - when your customer base trusts you, you can experiment and innovate with new products and services without risking damage to your reputation or relationships.
Growth and community building - when you are pressing all the right buttons, you will see a noticeable change in your social media and marketing results.
There’s more. So much more. If you’re not connecting with your customers, it might be time to take a step back and find out why. I can help…get in touch and let’s see what we can do to get you on track.
❤️ Hi I’m Erika ✌️ I’m a marketing specialist with a BA in Media and Comms, Masters of Marketing, Certificate in CX (Customer Experience) and over 25 years experience. I’m well placed to help you navigate the sometimes overwhelming world of marketing and social media. I work with you one on one or create fun and action-oriented workshops and webinars for groups, organisations and businesses. Book a free discovery call with me or simply email me to get the conversation started.
For more tips, connect with me on Facebook and Instagram or just get in touch, I'm always happy to help.
