You have probably heard people say that trust is a vital component of relationships. Building successful relationships aren’t just important with friends and family, but also for businesses. And the relationship between a brand and its consumer base is one of the most meaningful relationships a business can nurture. Building trust among customers is one of the best ways to increase brand loyalty. Social media, remaining more powerful than ever, is the perfect tool for honing relationships with an audience. Below we will explain a few things your brand can do to strengthen trust among your customers.
Keep Branding Consistent
Across all your social media channels, your brand voice should remain consistent. Having very different personalities on each platform would be confusing to those coming across your profiles. While keeping the elements of your content all in unison will in fact make your brand appear professional and reliable, consistent branding is not just limited to your brand’s appearance. Your brand’s actions should match its values. Maintaining the same overall brand voice will help customers view your brand as trustworthy.
When a negative comment or review is left by a customer, don’t ignore it and don’t be combative. Instead, try to listen to what they are saying to understand where they are coming from and if possible, take this information and use it to help make improvements going forward. It’s likely that others may share similar experiences, so use this as an opportunity to better meet their needs next time. Above all, keep in mind that customers value transparency. Making sure your brand responds effectively and professionally to criticism is the way to prevent damage to your reputation.
Tailor to the Individual
Aim to make the social media experience for customers seem tailor-made. Although social media provides companies with the ability to reach a large audience simultaneously, try to focus on the individual. Don’t underestimate the value of personal connection. Retaining customers starts with making them feel special and important. Ultimately, the more your brand is engaging with users, the more of a community is being forged.
Create a Community
It may take time to build, but forming a community on social media should be one of your brand’s primary goals from the start. A loyal community is what separates your brand from the rest of the social noise. Some ideas that may help in strengthening the camaraderie among your digital community are posting engaging Instagram stories, hosting live streams, running giveaways, and encouraging user-generated content. Having a passionate community will not only help give you a competitive edge, but will also strengthen your brand’s credibility as an authority in your industry.
Is your brand experiencing difficulties keeping customers engaged through social media? Contact us today to help form a comprehensive social media strategy that will best speak to your audience.