6 Ways Manufacturers Can Build Trust With Their Customers
In today’s competitive market, building trust with customers is critical for the success of manufacturing companies. It is the foundation of any successful business relationship, and without it, customers are less likely to do business with you. Think about the companies you believe in – your trust likely comes from clear communication, quality products, and excellent customer service. You need to make sure that your customers understand your business practices as fair, transparent, and honest.
Research from Salesforce, a sales management software company, reports that if “a company’s customer service is excellent, 78% of consumers will do business with them again after a mistake.” Retaining customers is very important to your bottom line, as investing in new customers is “between 5 and 25 times more expensive” than retaining existing ones.
Building trust between your customers and your business is key to your business growth! In this blog, we will explore some strategies that manufacturers can use to build trust with their customers.
1. Quality Products
The first step to building trust with customers is to deliver quality products consistently. Customers expect their products to meet their needs, perform as advertised, and last a reasonable amount of time. Manufacturers that prioritize quality will build a reputation for reliability and dependability, which is essential for building trust.
To ensure quality products, manufacturers can use quality control processes, perform regular testing, and seek feedback from customers. They can also invest in advanced technologies, such as automation and robotics, to improve manufacturing processes and reduce errors.
Bottom line: The quality of your products will speak volumes louder than any conversation you can/will have about your products. Ensuring your customers understand your end products will allow for better expectations when they are awaiting the products.
2. Transparent Communication
Effective communication is another key component of building trust with customers. Manufacturers must communicate openly and honestly with their customers about their products, services, and policies. This includes providing clear and accurate product information, responding promptly to customer inquiries and concerns, and being transparent about any changes or issues that may arise.
Manufacturers can use various channels to communicate with their customers, such as email, social media, and live chat. Another great solution for communication is the MFG platform. In addition to matching buyers and manufacturers, it also features a chat communication system. Parts Tracking is another helpful transparency tool within the platform. Manufacturers have the ability to simply communicate the statuses of their ongoing jobs to their customers. Parts Tracking on MFG allows for proactive communication, which can reduce buyer questions and streamline the process.
Bottom line: It’s very important to communicate effectively with your customers. Carving out time in your schedule to give a customer a call or meet face-to-face can mean the difference between a one-time customer or a repeat customer. Once again, maintaining a healthy customer relationship management flow in your company is key!
3. Customer Service
Providing exceptional customer service is another critical strategy for building trust with customers. When customers have a positive experience with a manufacturer’s customer service team, they are more likely to trust the company and continue doing business with them.
To provide excellent customer service, manufacturers must focus on being knowledgeable, responsive, and empathetic. To be successful, manufacturing businesses should provide multiple channels for customers to contact them, such as phone, email, or live chat. Additionally, manufacturers should be proactive in addressing customer concerns, resolving issues quickly and effectively, and following up to ensure customer satisfaction.
By consistently communicating with customers via chat within MFG, and by updating Parts Tracking statuses during ongoing jobs, manufacturers have the ability to address ongoing concerns with their customers faster.
Bottom line: Addressing customer concerns by crafting a customer-service plan will be a game-changer for your business. Customers need to know they have a way to communicate with you as they build trust in your company.
4. Social Responsibility
In today’s world, customers are more focused than ever on how they can make responsible purchasing decisions. This means they seek to understand the operational choices of the businesses they are supporting from the very beginning, and want to know how supporting that business will impact society.
Manufacturers that demonstrate a commitment to social responsibility can build trust with customers who share the same values as themselves. We are not talking about all values, but rather the key values of the business.
Manufacturers can demonstrate social responsibility in several ways, such as using sustainable materials, reducing waste, and supporting their local communities. Manufacturers can also be transparent about their efforts and communicate their values to customers through marketing and branding. On MFG, manufacturers have the ability to update their profile with any related certifications.
Bottom line: Businesses today have the added duty of focusing on social responsibility. Be sure to make your business’s beliefs visible to potential customers.
5. Reviews and Testimonials
Customer reviews and testimonials can be powerful tools for building trust with potential customers. When existing customers share their positive experiences about a manufacturer’s products and services, they provide social proof that can help build trust with new customers.
Think of your own experiences when looking for a company to work with, buy from, or simply recommend to someone else. Looking at reviews and testimonials is a great way to feel assured when choosing a company to work with.
Manufacturers can encourage customers to leave reviews and testimonials by providing instructions and incentives. For example, a manufacturer can offer a small discount to a customer for their next purchase if they leave a review on MFG.com. You can also showcase positive reviews and testimonials on your website, social media, and in other marketing materials.
Bottom line: MFG is the only manufacturer database that allows buyers to leave reviews for each other. Encouraging customers to leave reviews and give feedback on their experience with your business adds social proof to your services/products.
6. Data Privacy and Security
In today’s digital age, data privacy and security are paramount concerns for customers. Manufacturers that prioritize data privacy and security can build trust with customers who are concerned about the safety of their personal and financial information.
To keep up with this ever changing customer demand, manufacturers can implement robust data privacy and security policies, such as using encryption, limiting access to sensitive data, and monitoring for security breaches. They can also be transparent about their policies and communicate their commitment to data privacy and security to customers.
On MFG, manufacturers have the ability to communicate on a secured platform during the job and after. MFG also offers a standard non-disclosure agreement for all projects.
Bottom line: Be sure to regularly review your company’s data privacy and security policies to stay ahead of any gaps in your coverage.
Building trust with customers is critical for manufacturers who want to succeed in today’s competitive market. A simple change that companies can make is to focus more on customer service. Businesses can “grow revenues between 4% and 8% above their market when prioritizing better customer service experiences.” How can that be? Well, “68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences.”
How amazing is that? By providing good customer service with clear communication and feedback, customers are more likely to pay more for your products and services, AND continue to work with you.
After prioritizing customer service, manufacturers can build trust by delivering quality products, communicating transparently, demonstrating social responsibility, leveraging customer reviews, and prioritizing data privacy and security.
While each of these strategies is important on its own, manufacturers should also consider the broader impact of their actions on building trust. For example, a manufacturer that prioritizes social responsibility but delivers low-quality products is unlikely to build trust with customers in the long run. Similarly, a manufacturer that provides excellent customer service but fails to prioritize data privacy and security risks losing the trust of customers who are concerned about these issues.
In summation, building trust with customers requires a holistic approach that incorporates all aspects of a manufacturer’s operations, from product development to customer service to data privacy and security. By prioritizing trust and investing in the strategies outlined above, manufacturers can build long-term relationships with their customers, improve customer loyalty, and ultimately drive growth and success in their businesses.
