Hardware Retailing The Industry's Source for Insights and Information
Building consumer trust has become more critical than ever in today’s digital age due to concerns
about data privacy, transparency and ethical practices. As a result, businesses must prioritize building authentic relationships with their customers based on trust and reliability. Qualtrics Experience Management released its Building Consumer Trust 2025 special report, highlighting customer priorities, the basics of trust and how to build it.
How to Build Trust
Set Expectations, But Don’t Overhype
Consumers compare what they’re told with what they experience. Don’t set your bar too high if it’s not feasible.
Communicate Clearly
According to the study, clear communication will be consumers’ top priority in 2025. Be clear and consistent when interacting with customers online or in person.
Accept Responsibility
People understand that things may not go as planned and are more likely to trust a company that admits its mistakes and proactively fixes issues.
Consumer Priorities When Interacting With Companies
- Trust the information provided: 61%
- Completing the interaction quickly: 46%
- Convenience: 44%
- Treated with empathy: 33%
- Enjoyment: 15%
