Customers who talk to you trust you more
Do you like to be trusted?
Of course you do – who doesn’t appreciate being trusted?
Do you like being trusted by your customers?
If you’re not working at it, probably not
As app developers, most of us don’t really have a clear understanding of why people choose some apps and not others. We wonder why Angry Birds blows up while another favorite game of ours languishes in obscurity. We cross our fingers, hoping that someone large and influential will talk about our app and share it, giving us the boost we’ve been waiting for in order to meet with massive mainstream success.
Hope is not a strategy
While we wish that you all could get that kind of recommendation, we take a much more pragmatic approach here at Apptentive. We believe that if trust convinces app customers, then app developers need to work at cultivating trust, daily. Each and every one of us should be thinking about how to become trusted developers, people who hold an almost emotional place in the customer’s mind when they think of our applications and our relationship.
Here then, are 5 simple ways you can work to make customers trust you:
- Be nice
When they have questions, answer them politely, professionally and most of all, nicely. Especially if they’re not being nice
- Pay attention
When they say something, listen. Take it in, think about it, ask questions. Show that you care about what they have to say
- Look out for their best interests, not just yours
We believe that app developers are always serving their best interests by looking out for their customers’ needs. Make sure that you’re putting yourself in your customers’ shoes and make it clear to them that their needs matter
- Be honest
If you disagree with a customer or won’t be able to meet their needs, there is nothing wrong with communicating about it. Remember to be nice, but people who are direct and honest garner trust because their stance is understood.
- Follow-up and stay in touch
When customers raise issues and ask questions, they’re typically hoping to be heard. If you make sure that they are heard and then take the extra step to follow-up and express ongoing interest in them, they’ll be blown away. Aim to exceed their expectations.
Plan for success: earn your customers’ trust
Think about those 5 steps and ask yourself – are they very hard to execute on? For most of us, it’s a matter of focusing on these steps and making them habits when dealing with customers. It’s also often a matter of enabling yourself to become trustworthy, by enabling communication with your customers in your apps.
That’s why we’ve built Apptentive, really. We want you to become trusted developers who hold a special place in your app customers hearts.
If you haven’t already signed up for Apptentive, take us for a spin today, and start talking to your customers!
You don’t have to take our word for it though
Some other smart people talking about customer trust: