Reviews Are Key To Build Consumer Trust

Gaining consumer trust is an important issue for marketers seeking to ensure that they’re not scaring prospective customers away. In fact, a March to June survey of US adults conducted by About.com found that 84% of respondents felt that brands needed to prove themselves trustworthy before they would interact with them or other information sources. Moreover, the study found that there were 10 primary trust “elements,” or cues, that brands must establish in order to engender trust, including accuracy, expertise and transparency.

In a social media context, customers wanted to see that brands had a significant number of positive reviews, and that they didn’t go out of their way to hide the negative ones. The survey found that 41% of respondents said the ability to see reviews on social networks added to their feeling of trust in a brand. Reviews played a bigger role in cultivating trust than seeing that friends had “liked” or recommended a brand, or that the brand had accumulated a large tally of “likes.”

Video was found to improve trust the most when it served as a complement to other types of content. This ties back in to consumers’ hunger for useful information. Brands can build trust with potential customers by demonstrating expertise through quality owned content that is also devoid of a hard sales message.

What happens to your online profile when you’re gone?

Three Facebook users die every minute for a total of 1.78 million Facebook users in 2011, what is the future of your digital self?

You might not know what happens when you die but you can control what happens online!

You are filling the internet with status updates, image and video creating new digital dilemmas such as:

Whether you want to live forever online?
How to protect your privacy after death?
How to maintain your digital legacy?
Who to appoint as your digital executor?
Whether You Would Want to Be Digitally Resurrected

Do you know the death policies of all your online accounts?

 

The Home Depot: Bringing Our Culture to Life in Social Media

Home Depot’s Social Media Community Manager, Tia Robinson, shares how they created an authentic voice and connection with their customers through their online How-To Community.

Deluxe Corporation Project REV

Very interesting presentation by Deluxe Corporation’s SEM and Social Media Manager, Nathan Eide.

Nathan shares how they launched a social media campaign to create brand awareness and gain customer feedback and insights on its products.

Nathan shows how you can raise awareness to your brand, gather intelligence on your product and services, do product development using social media

 

Influencing the Influencers

Microsoft’s Director of Community and Online Support, Nestor Portillo, shared how they leveraged both internal and external social media sites to better manage their vast customer network and create a customer-centric approach to their business.

Social Media, Ethics, Disclosures and FTC

Andy Sernovitz, shares his recommendations on how to stay safe and ethical in social media covering the latest FTC updates, the fundamentals of proper disclosure, and how to make sure your agencies and vendors comply with your standards.

Disclosure Best Practices Toolkit (PDF)