In a time when people are very cynical about businesses, earning the trust of your customers or players is increasingly important. Trust gives validity to your marketing messages, allowing you to communicate with your customers, inform them of new products and features and thus increase their long-term lifetime value (LTV). Conversely, if customers do not trust you, there is very little you can do to retain them or reactivate them other than just compete on price.
A recent article, “How Do You Know if a brand is TRUSTworthy?!,” polled readers to list what makes a brand trustworthy. The responses are very enlightening in terms of building trust for your company or product:
- Create social media content that is not simply marketing. By creating useful content, not just sales collateral, you are building trust with your customers.
- Handle negativity well. Rather than ignore or avoid problems, get in front of them and clean up the issue.
- Do not worry about simply getting a large number of followers, focus on getting followers who are truly engaged with your product or game.