Customer Service

How To Effectively Foster Customer Confidence In Your Brand. Rachel Beider for HuffPo


Any business leader knows that if someone isn’t buying what you’re selling — figuratively or in the most literal sense — your business isn’t going to last long. But how do you get customers and consumers to have as much trust and confidence in your brand and your company’s capabilities as you do? Here’s how the experts weighed in.

A. Be Attentive and Personalize Customer Support

Customer service goes a long way toward developing trust. If customers have questions or problems, they want to feel they can reach out and get an answer promptly from someone who knows what’s going on and can really help them. If your customer support is outstanding, people will be much more inclined to trust you and rate your business highly, even if you’re not always perfect. - Kalin Kassabov, ProTexting

A. Connect and Communicate

Communication is key to retaining trust. Implement procedures to immediately connect with your client to find out what exactly went wrong. Genuinely thank them for bringing it to your attention. Then actually reconnect when the issue has been fixed. Encourage your entire team to thrive from your customers’ positive and negative feedback and you’ll have an army of loyal and supportive customers. - Meghan Larson, Adistry

A. Have a Consistent Marketing Strategy

Be consistent in your content marketing strategy. Post daily on Facebook, Twitter and Instagram. Be consistent with your email marketing newsletter. All these efforts establish confidence that you’ll always be around and won’t just disappear on them one day. - Jared Atchison, WPForms

A. Establish an SEO Presence

People generally trust organic Google search results. If a brand wants to create trust with consumers, getting into those top three Google search results for your target keywords immediately establishes trust. Create blog posts with customer FAQs, execute backlink building campaigns and implement an SEO strategy to begin the journey of getting your company to rank well on Google. - Brett Farmiloe, Markitors - Digital Marketing Company

A. Show Off Your Expertise

If you want to win your consumers’ trust, you need to prove your value. Put out content that illustrates why your service or product is the best available option out there. A great way to do this is to get published on platforms your consumers already trust. Writing a piece for the industry’s leading publication will beat out a hundred half-hearted blog and social media posts every time. - Ryan Wilson, FiveFifty

A. Put Customers’ Interests First

People trust brands that appear to put their interests first. They don’t like brands that mislead, overpromise or are obviously manipulative. If you want to build trust, focus on building genuinely useful products and cultivating meaningful relationships with customers, not on wringing every last cent you can from them. - Vik Patel, Future Hosting

A. Encourage Feedback

We encourage our users to send us feedback about any issues they’re having or questions about their most recent purchase, our app or our website. We then try to get back to them as soon as possible. Providing consumers with the means of easily getting in touch and being able to quickly respond back to them is essential to building trust. - Brian David Crane, Caller Smart Inc.

A. Connect Personally

Focus on building a relationship, getting to know your customers and sharing more about you as a company and team. Share and communicate, listen and help, and deliver on what you say. Consider it a two-way street and be open to feedback. - Cynthia Johnson, Ipseity Media

A. Be Responsive

A brand is a living story. You can’t just declare what it means and expect it to stick. You have to respond to attempts by the market to assign new parts to your brand identity. One of the worst ways your brand image can change is through bad experiences with your products. For example, a lot of airlines have recently had their brand defined by notable bad experiences. You have to be ready to respond. - Adam Steele, The Magistrate

A. Listen and React

Your customers are what keeps you in the game. Listening to them and responding will show them that they matter and also that they are heard. This line of communication is a direct builder of trust. - Colbey Pfund, LFNT Distribution

A. Deliver on Your Promises

The top way to create trust between your brand and consumers is to deliver what you promised and hold up your end of the bargain. Create a service or product that you can stand by with pride and integrity. If something goes wrong, handle it quickly and effectively to maintain trust. - Rachel Beider, Massage Greenpoint, Massage Williamsburg

A. Create a Manifesto and Origin Story

People connect with other people. Spend time writing your manifesto. Talk about the values, the team and the current state of the company, including the warts. Get specific. Also, talk about why the company exists and how things came together. By pulling back the curtains, you give people the opportunity to resonate with you because they understand the “why.” - Ajay Paghdal, OutreachMama

A. Be Authentic

The key to creating trust between your brand and your consumers is consistent authenticity. The more genuinely your products and your process reflect your core values, the more naturally all stakeholders — including your customers — will cherish your offerings. - Adam Mendler, Custom Tobacco

A. Be Transparent and Consistent

People are looking for someone they can rely on and trust. No matter what you’re selling, your customers want to know that they can count on you and that you’ll be there for them in their time of need. They want to know that there are real people behind your brand who have the same values, goals and priorities as they do, so stand up for what you believe in and let them know about it. - David Tomas, Cyberclick

A. Enable a Steady Stream of Relevant Reviews

People read and rely on online reviews more and more every year. Ask your customers to leave reviews, good or bad, and keep a close eye on them. We’ve had great success attracting new customers by climbing the rankings through Yelp, local Google targeting, industry reviews, etc. We can tell clients how great we are, but until they read it from others, we have a hard time gaining their full trust. - Matt Murphy, Kids in the Game

Article from Huffington Post

Rachel Beider in HuffPo: 14 Design Elements to Make Your Office Stand Out


Your office or retail space may be in need of an overhaul. Redesigning these areas can provide more flow and efficiency in their design and function. Through the use of lighting, space and new amenities, you can greatly improve the work area for your employees or make it more inviting for customers to engage with you. But, where do you start to make a difference in the functionality or design of your office or storefront?

A. Open Spaces and Private Spaces

It’s helped us to offer something for everyone. Not everyone works well in the open environment because they are more sensitive to the noise element. We’ve also added private spaces that deliver quiet areas for brainstorming and even a nap when necessary. - Andrew O’Connor, American Addiction Centers

A. Large Windows and an Outdoor Area

Being able to see the natural light is known to improve people’s mood. Since we’re a remote company, our employees can work from anywhere. One change that has made all the difference in my office space has been dedicating a shaded table outside for working. I already love what I do, but being able to work outdoors on a breezy, warm day takes it one step further. - Syed Balkhi, OptinMonster

A. An ‘Open’ Sign

How many times have you walked by a store and been unsure if it’s open or not? This sounds obvious, but it’s a common mistake. Display an “Open” sign. If possible, have your door propped open. Turn your lights on inside and outside when dark. Make sure it’s clean and inviting. Stand outside your storefront and ask yourself whether you look open and welcoming. Adjust accordingly. - Nicolas Gremion,

A. Wireless Internet Connection

A few years ago we transitioned all of our employees to compact laptops. It’s made such a difference in terms of mobility in the office, opportunity to work remotely, traveling, etc. We’re a very collaborative team, so it’s made meetings and collaborations seamless. - Leila Lewis, Be Inspired PR

A. Conference Rooms

The least cushy room in our office is our conference room. It has poor lighting, a dilapidated conference table, few power outlets and chairs that require perfect posture or you risk falling over if tilting back too far. It also doubles as a storage room. As a result, our formal meetings move very quickly. - Stephen Hetzel, BidPrime

A. Ambient Lighting

Using IoT light bulbs to create more ambient lighting for a natural effect has reduced energy consumption and added an environment that helps with eye strain and bolsters creativity and productivity. Everyone can control their own lighting area to have what works for them. - Drew Hendricks, Buttercup

A. Scented Air

Clients can smell the amazing essential oils of our massage studios long before they enter it. The signature scent that we use combines lavender, vanilla, rosemary and black pepper, and is easily recognizable by clients. Relaxation starts before they even enter the space, and it draws clients in. - Rachel Beider, Massage Greenpoint, Massage Williamsburg

A. Desks on Wheels

We’re a collaborative company, and need different teams to meet regularly. Everyone needs their own space, but they also need flexibility to sit together. At first we reserved a lot of meeting spaces (couches, white-boards, etc.). But that space would go unused for 60% of the day. Last year we put wheels on all of our desks and whiteboards. Now we can have impromptu meetings anywhere. - Aaron Schwartz, Passport

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A. Artwork Relevant for Your Brand

A game-changer for us was canvas prints in our retail stores and office spaces that clearly showed what our company stands for and what we, as people, live for. In our case, that was amazing pictures of ourselves riding mountain bikes in epic places around the globe and locally. Having your culture expressed in artwork on your walls shows everyone who sees it what your company’s “why” really is. - Jeff Cayley, Worldwide Cyclery

A. Dual Monitors

Adding dual monitors to our office space has significantly increased productivity. The more data available on screen, the more employees can accomplish. Before investing in dual monitors you need to consider each position and if it will require them. I found that anyone in development, web design, photo/video editing, accounting and customer support benefit the most from a dual monitor setup. - Bryan Kesler, CPA Exam Guide

A. Electronic Massage Pillows

Having an electronic massage pillow has been a huge win for my office. There’s nothing better than taking a 10-minute massage break to charge you up for the afternoon. The massage pillow is much more affordable than a massage chair so you can purchase one, see if your employees use it, and if they do, purchase a couple more. - Jared Atchison, WPForms

A. Ergonomic Chairs

Despite all of the things we have done over the years to make our office unique, there is no question that the biggest differentiator both visually and functionally has been having an office flush with top-of-the-line ergonomic office chairs. Every employee, intern and visitor comments on how comfortable the chairs are and how much more enjoyable the experience is as a result. - Adam Mendler, Beverly Hills Chairs

A. Sit-to-Stand Desks

The functionality element that has made a tremendous difference in our office space is our sit-to-stand desks. From a design perspective, they are set at different heights, which produces a more creative, modern look in the office. Most importantly, employees have the chance to stand up or sit down based on how they feel, which increases productivity and wellness. - Vladimir Gendelman, Company Folders, Inc

A. Raised and Sunken Floorspaces

Vertical spaces are generally underutilized in retail and office space. A common notion is that every space should be on the same level. However, by raising or lowering a space you create a dynamism that requires very little investment and achieves unique results. There is a furniture store in Zurich, Neumarkt 17, that displays its products in a maze of different levels; the effect is stunning. - Diego Orjuela, Cables & Sensors

Originally seen on Huffpo

Create an Unforgettable Customer Experience Without Breaking the Bank


In today’s marketplace, it’s all about creating themost positive experience for your customers. Youneed to engage with them in a way that is unforgettable and helps them remember your business the next time they are in need of theproducts and services your company offers.

That’s why we asked 12 successful entrepreneurs from Young Entrepreneur Council the following question:

Q. What is one way you can create an unforgettablecustomer experience without making a huge financial investment?

1. Be friendly, truthful, and respond quickly

Seriously, a lot of time all you have to do is be quick to respond, friendly and truthful. Those are all free, except maybe responding quickly. But youneed to have a system in place to respond via email within the same day (ideally within the same hour). You need to have instilled into everyone at the company that they be truthful and friendly to clients. —Peter BoydPaperStreet Web Design



2. Make eye contact

Simply making eye contact during conversations with clients immediately opens a human connection. It’s amazing how frequently we move through the world without truly connecting with people. —Rachel BeiderMassage GreenpointMassage Williamsburg


3. Personalize the response

When customers reach out for help or support, it’s often because they are facing some type of problem. Rather than using a generic response, my team takes the time to respond to customers by name, acknowledge their concerns, and assure them their problem will be taken care of promptly. Being the one to initiate follow-up goes a long way in ensuring customerhappiness. —Mark KrassnerExpectful

4. Build rapport

If you want to connect with people, then it pays to know a little bit about them. Building rapport and talking to clients or customers on a personal level displays your commitment and authenticity. It’s cheaper to keep anexisting customer than acquire a new one, so building a long-lasting relationship should always be a focus of your customer relations. —Kristopher

5. Smile and mean it

Customers don’t actually expect as much as you think. They’ve been put in a position where they accept unfriendly customer experiences to some degree. However, simple things—like smiling and meaning it—make anincredible difference and don’t cost anything. —Serenity

6. Create a ‘surprise and delight’ moment

A cheap but impactful way to create an unforgettable customerexperience is to create a “surprise and delight” moment for your customers. It can be something very small that they are not expecting. It should be thoughtful, but doesn’t have to be much. Some examples are freebies included in their order or a personalized “thank you” note. —Baruch LabunskiRank Secure

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