Social media isn’t just a place to showcase your services, products, and content; it’s a two-way communication tool where interaction is critical.
These interactions with your customers and prospects help build brand trust and a community. It’s vital to develop relationships with your customers so they feel you care about them and their needs, which makes them care about your company, leading to more prospects and return purchases.
Here are some beneficial tips to help you build brand trust through social media and establish your company as reliable, truthful, and trustworthy. Here are four sure ways to help build brand trust in your company.
1. Establish Authority
I’m sure you’ve heard, people tend to listen to an authoritative voice. Why is that? Let’s break it down. Would you go to a doctor or a chiropractor for an infection? A doctor, right? They know the diagnostic criteria, symptoms, and treatment. How about choosing Microsoft over Apple? Both are highly respected, have many good-quality products, and have been around for a while. But, one has more authority, for, say, using a tablet. Why? Because of their reputation for establishing authority with that particular product.
When it comes to an iPad, Apple has the tablet market locked up. Why? Because it’s user-friendly, compatible with other Apple devices, and is continually improving. But the reality is that the Microsoft tablets have all the same benefits; it just so happens that Apple established its authority long before Microsoft put out a tablet.
Let’s get back to your company. Establish yourself as the authority for your brand. The kind of content, its quality, and the advice you share when interacting with customers shape your mastery. And remember, you don’t have to be the first person on the market offering your product or service. You just need to be the expert.
So, how can you establish your brand’s authority? Through creating interactions! It’s essential to know your industry’s latest research and news and share any insights with your social media platforms. It could be a short Tweet or an infographic on LinkedIn or Facebook. Whatever it is, share the news with your followers. Try doing the following:
- Join conversations – It’s not enough to just respond to questions; you must join discussions. Comment on news and feedback, share your opinions and offer helpful articles, blogs, or other valuable content to your customers. For instance, monitoring keywords and hashtags, along with discussions, helps you know what people are talking about. If a conversation is about your industry, speak up, and establish authority. People will likely listen.
- Create or find content to share – Being an authority means you know everything happening in your industry, so be that source. Some good places to find relevant content to share are RSS blog feeds, Buzzsumo (which allows you to search by topic to see what type of content is most shared on that topic), and hashtags and keywords.
- When sharing a third-party article, credit them in your post, letting people know you’re sharing other content, which helps build trust and relationships with the brands and people of the articles you are sharing.
- Produce relevant & great content – This is a must. By monitoring keywords and hashtags, you can see frequently asked questions and popular topics and use these for content inspirations. You might also consider hiring a marketing company that can do this for you.
2. Be Helpful
Continuously monitoring your social media accounts takes time. Nevertheless, it shows your customers you care about them and their issues. When monitoring, look for mentions of your company name, products, services, and URLs.
If a customer needs a question answered or has an issue with your product or service, be there to communicate with them. Comment on their frustrations and always say you will make it right. Also, thank your customers when they leave a good review. Positive feedback is contagious and leads to repeat success.
Now, you can’t always make it right, right away. Direct your customers to the appropriate channel in which they can get help, such as your website. Maybe you have a live customer service agent, or provide them with a number or email they can contact.
Another great way to be helpful is by sharing others’ content, not just your own. If you read something inspirational or exciting, share it. Wish followers a happy holiday or other celebration. Share what you think would be beneficial to your customers. They will remember and may even retweet or share your posts.
With all this in mind, here’s something you must remember: respond in a reasonable timeframe, within a few hours if possible.
3. Be Genuine
We’ve all seen posts and comments from companies that look like a bot wrote them. It feels disconnected, and no one wants to interact with it. Don’t be that company. Be authentic with your customers. If they know a human face and voice is interacting with them, it tells them you care.
If you made a mistake, be willing to own up to it. It makes you more relatable from the customer’s and prospect’s point of view.
Whenever you post a case study link, article, or graph, you promote your brand; however, are you self-promoting the right way? If everything you post is all about you or your product, your followers’ trust will decrease. Remember, your company exists to solve problems—your customer’s problems. So, confront those problems, display your unique value proposition in a way that solves issues, and build trust rather than continually pressure people into buying your product or service.
Bottom line: when you build trust in your customers, chances are they will stay loyal and tell other people about their experiences with you, thus creating a ripple effect.
Build Brand Rapport with REVITY
Are you ready to take your social media efforts up a notch and build trust with your audience? Then we have you covered. Let the experts at REVITY be of service providing you with all the tools and services you need to grow your company through digital marketing. Do you want to learn more? Contact us today to learn more about our services and see if we’re a good match for your company.