Social media is not just a platform that showcases your services, products, and content; it’s a two-way communication tool, where you can interact with your customers and prospects. These interactions 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 in turn 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 trustful.
The Trust Formula
Here are four sure ways to help build brand trust in your company.
I’m sure you’ve heard, people tend to listen to an authoritative voice rather than a non-authoritative one. 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 long time. But, one has more authority, for say using a tablet. Why? Because of their reputation for establishing authority with that particular product.
With an iPad, you know you can trust the source. You know, every once in a while, you will get updates, upgrades, and fixes to your machine since Apple wants to ensure their products work. You also know you will get good service and that Apple will create new iPads every few years or so. Getting back to your company. Establish yourself as the authority for your brand. The kind of content, the quality of, and the advice you share when interacting with customers shape your authority.
It’s essential to know the latest research and news in your industry 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. Do the following:
- Join conversations – It’s not enough to just respond to questions; you must join conversations. Comment on news and feedback, but also share your opinions and offer helpful articles, blogs, or other content valuable 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 include, RSS blog feeds, Buzzsumo,(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. This lets people know you’re sharing other content and 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. Hiring a marketing company that can do this and more allows you to establish yourself as an authority figure for your industry.
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. Studies show, over 30 percent of tweets don’t include a Twitter handle when mentioning a company, so you could be missing out on a lot of conversations if you just monitor your handle.
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 then. 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 in which 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.
Respond in a reasonable timeframe; this means within a few hours. Don’t keep them waiting, or they may drop you as a customer and complain on socials and warning their friends and family about your company.
You know the Facebook posts on a particular company that is all Robo comments, basically saying the same thing when a customer comments on the product or service. It feels disconnected and like no one cares enough to respond to you personally. This turns you off to their company. Don’t be that company. Be intimate 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, own up to it. This makes you more relatable because everyone makes mistakes.
Every time you post a case study link, article, or graph, you are promoting your brand; however, are you self-promoting the right way? If everything you post is all about you, then your follower’s trust will decrease. Remember, your company exists to solve problems—your customer’s problems.
The majority of your tweets should be building trust in your customers, so doing everything stated above helps self-promotion, but not in an arrogant way. Don’t pressure people into buying your products or services. Be positive when showing a brand personality. Memes are great, as well as silly animated GIFs or emojis.
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.
If you need help with building your brand trust, let the experts at REVITY be of service. We provide all the necessary tools to ensure your success and repeat sales.