7 inbound guidelines for building trust with customers
Following inbound methodology, successful sales is about why and how to start a different collaboration with people:
you see how every small interaction with your customers matters in creating the larger experience.
building trust with them is core to customer delight, both pre and post sale.
6-7x more costly to attract a new customer than it is to retain an existing customer
Source: White House Office Of Consumer Affair
7% of consumers say that their customer service experiences with companies typically exceed their expectations
Source: ECHO Global Customer Service Barometer
Follow these 7 seven guidelines for building trust with customers
and definitely delight them!
Here we share with you what HubSpot’s Academy team recommends to businesses:
1. Delight Employees
Delight your employees and they will delight your customers. Build trust with your employees and they will build trust with your customers. The bottom line: Happy employees = happy customers.
2. Educate Employees
Develop team principles that all employees follow. These principles should reinforce the notion that the most important thing is to reach a solution for the customer.
3. Empower Employees
Make sure every employee can identify a customer at the buyer persona level. This will help you understand who you’re trying to delight.
4. Listen to your customers to innovate
Listen pre-sale and post-sale. It’s all about collecting data - both qualitative and quantitative - about the inbound experience. It’s going to help you improve, innovate and better empower your employees.
5. Ask Questions
Go exploring with customers. Ask questions to learn more about their problems. (Open-ended questions are the best.) Be sure to collect all of the responses.
6. Help & Educate
The businesses that are the best educators will be the most successful. It’s a pre-sale and post-sale activity.
7. Follow-up
Always make sure you follow up with customers to ensure you have solved their problems. Every interaction warrants some type of follow-up.
