Browse Articles by Category
How Can B2B Businesses Establish Credibility?
Trust is at the heart of any relationship, and the relationship between B2B and B2C companies is no different. This is especially true for the jewelry industry. Retailers are purchasing gemstones and precious metals, some of the most valuable consumer goods available. On top of that, the entire supply chain must follow stringent chain of custody and provenance regulations. Retailers must be sure that they can trust their suppliers. Here are some steps B2B organizations can take to build trust and demonstrate their credibility to retailers.
Commit to Transparency
In order for two people to trust each other, there has to be as much out in the open as possible. Keeping secrets isn’t good for a relationship, even a business relationship. If you want trust, you can’t look like you have something to hide.
Potential customers should have no questions about the ethics of your business. Your marketing materials and website should be clear about your pricing and sourcing. Certification by third-party organizations helps immensely in this regard, as customers won’t just have to take your word for it. Retail consumers are beginning to care more and more about responsibility and sustainability, so retailers will want to work with suppliers who also uphold these values.
Transparency isn’t just important for gaining a customer. It’s also important for holding onto customers. Make it easy for them to find information about prices, production and shipping times, delays, and product availability. Be honest about what you can do for your customers. If you make a promise, make sure you can keep it. And if you can’t do something, be up front about it and offer alternatives.
Share Customer Testimonials
The easiest way for a customer to build trust with a business is to see proof in the form of other satisfied customers. While your website should feature short blurbs from satisfied customers, one of the best ways to demonstrate your credibility is through case studies. These brief documents give potential customers an idea of the way your company operates, how you face and overcome challenges, and how satisfied your customers are. After all, if they agree to participate in a test study, they must be happy with their relationship with you.
From order fulfillment to conflict resolution to contracts with customers, clearly documented processes help ensure that every customer receives the same level of service. It also gives customers a clear idea of what to expect and guidance through sometimes difficult processes that differ from company to company.
Make a Good First Impression
This means responding to social media messages, email, and phone calls in a timely manner, and with patience and respect, no matter how bad your day is going. It also means having a well-designed, functional website and a consistent look across your entire web presence. They say don’t judge a book by its cover, but we do—and should—take things like the appearance of a store or a website, or the demeanor of an employee, into account when judging the trustworthiness of a business.
Provide a Consistent Customer Experience
As well as providing a consistent brand identity across all channels, it is important to provide a consistent customer experience in every interaction in order to build trust. When you know how someone is going to act in an interaction, or how a particular interaction is going to proceed before it begins, it is easier to build trust. One way to do this is by making everything as easy as possible. Your website should be based on the latest, most user-friendly technology. Any apps you use, whether employee or customer-facing, should be easy to navigate and intuitive. Outdated ordering processes or websites can raise questions about security in the minds of potential customers, which can damage your credibility.