• Learn SEO

The Importance of Trust: How Brand Credibility Drives Customer Loyalty

  • Felix Rose-Collins
  • 6 min read
The Importance of Trust: How Brand Credibility Drives Customer Loyalty


In a world teeming with endless options and information overload, trust has become the cornerstone of successful customer relationships. In the realm of business, where competition is fierce and consumer choices abound, establishing and nurturing brand credibility has emerged as a critical component in driving customer loyalty which results in high retention. Customers seek reassurance, reliability, and authenticity in the products and services they choose, and it is trust that serves as the bridge connecting brands and their loyal followers.

_But what exactly is the importance of trust in today's hyper-connected marketplace? _In this article, we will explain the significance of trust between brand and customer relationships. Also, we will discuss some highly effective strategies that increase a brand's credibility and influence customer loyalty which helps them shape the very foundation of thriving businesses in the digital age.

So, let's begin!

The Importance of Trust in Brand-customer Relationship

Trust is an invaluable asset in a brand-customer relationship. Here are some key reasons why building trust in brand-customer relationships is crucial:

Building Customer Loyalty

When customers trust a brand, they are more likely to remain loyal and continue purchasing its products or services. Then, these customers provide repeat business, generate positive word-of-mouth referrals, and contribute to long-term success. Nielsen reports that 83% of consumers trust recommendations from friends and family, highlighting the power of word-of-mouth.

Encouraging Open Communication

When a brand establishes trust, customers believe that their opinions and voices matter, leading to increased confidence in sharing their thoughts and experiences. This trust is built through the consistent delivery of quality products or services, transparent business practices, and a commitment to customer satisfaction. By demonstrating reliability and integrity, brands can encourage customers to openly communicate their thoughts, ideas, and concerns.

Open communication also helps in creating a sense of authenticity and transparency in the brand-customer relationship. Brands that actively seek and value customer feedback, and respond promptly and sincerely to their queries or complaints, demonstrate a genuine commitment to their customers. This open dialogue builds trust by showing customers that the brand is not only interested in their business but also genuinely cares about their needs and experiences.

Facilitating Risk-Taking

When customers trust a brand, they feel more comfortable taking risks, such as trying new products or services, making significant purchases, or engaging in long-term commitments. This trust is built upon various factors, such as consistent delivery of quality products or services, transparent communication, reliable customer support, and a track record of fulfilling promises.

Trust also reduces the perceived financial and performance risks associated with trying out new products or services. Customers trust that the brand will deliver on its promises, provide high-quality offerings, and meet their expectations. This trust allows customers to take calculated risks, knowing that even if the product or service doesn't meet their exact needs, the brand will address their concerns and provide a satisfactory resolution.

Reducing Crisis and Handling Mistakes

In times of crisis or when mistakes occur, trust acts as a cushion, helping brands navigate challenging situations more effectively. A study by Sprout Social found that 89% of consumers believe a brand regains its reputation after admitting mistakes and resolving issues. When customers trust a brand, they are more forgiving and understanding, allowing the brand to rectify the situation and regain their trust.

Driving Customer Advocacy

Trusted brands often benefit from enthusiastic customer advocates who willingly promote and defend the brand to others. Customer advocacy contributes to increased brand visibility, attracts new customers, and builds a strong community around the brand. According to the study by Edelman Trust Barometer, which measures consumer trust across various industries, 61% of consumers stated that they would buy from a brand they trusted, even if it involved taking a risk.

Strategies for Building Brand Credibility to Drive Customer Loyalty

Let’s go through some highly effective strategies for building brand credibility:

Establish Transparency & Communication

Transparency in your brand's communication builds trust with your customers. When you openly share information about your products, processes, and business practices, customers feel more confident and assured in their interactions with your brand. They appreciate honesty and are more likely to trust your brand, leading to increased credibility. According to a Label Insight study, 94% of consumers say they have more trust in a brand that values transparency and believes in open communication.

Patagonia transparent initiative

It is an outdoor clothing company, known for its transparency initiatives. They openly share information about their supply chain, manufacturing processes, and environmental impact. This commitment to transparency has helped build a loyal customer base that appreciates their ethical practices.

Patagonia transparent initiative (Source)

Implement Customer Loyalty Software

Investing in customer loyalty software can significantly enhance your brand's credibility and improve customer loyalty. Customer loyalty software helps you track and reward customer behavior, such as repeat purchases, referrals, and engagement with your brand. By using such software, you can create personalized loyalty programs that cater to your customers' preferences and strengthen their emotional connection with your brand.

Starbucks' renowned Starbucks Rewards program

The program allows customers to earn stars for each purchase made using the Starbucks mobile app or loyalty card. As customers accumulate stars, they can unlock various rewards, such as free drinks, food items, or customizations. Starbucks leverages this data-driven approach to target customers with personalized promotions and offers, ultimately creating a seamless and rewarding experience that fosters loyalty and trust in the brand.

Meet Ranktracker

The All-in-One Platform for Effective SEO

Behind every successful business is a strong SEO campaign. But with countless optimization tools and techniques out there to choose from, it can be hard to know where to start. Well, fear no more, cause I've got just the thing to help. Presenting the Ranktracker all-in-one platform for effective SEO

We have finally opened registration to Ranktracker absolutely free!

Create a free account

Or Sign in using your credentials

Starbucks' renowned Starbucks Rewards program (Source)

Provide Consistent Quality

When a brand consistently delivers high-quality products or services, it establishes a reputation for reliability and trustworthiness. According to a survey by Marketing Metrics, the probability of selling to an existing customer is 60-70%, while the probability of selling to a new customer is only 5-20%.

Customers value consistency because it creates a sense of familiarity and assurance that they will consistently receive the same level of satisfaction with their purchases. By consistently meeting or exceeding customer expectations, a brand gains credibility in the marketplace, which contributes to its overall reputation.

Apple’s promise to deliver high-quality products

Apple has built a reputation for delivering high-quality products across its entire range, from iPhones and MacBooks to Apple Watches and AirPods. Customers have come to expect a certain level of excellence and reliability from Apple, and the company consistently meets those expectations. As a result, Apple has established a loyal customer base that eagerly anticipates new product releases and is willing to pay a premium for the brand's offerings.

Deliver Excellent Customer Service

When a brand consistently goes above and beyond to meet and exceed customer expectations, it creates a positive impression and fosters trust in the brand. Customers perceive such exceptional service as a reflection of the brand's commitment to their satisfaction and overall experience. Based on a Zendesk study, when customers experience a single negative encounter, 50% of them are inclined to switch to a competitor, while 80% are likely to switch to a competitor if they experience multiple adverse incidents.

Zappos exceptional customer service

An online shoe and clothing retailer that has built a strong reputation for providing exceptional customer service. They have a 365-day return policy, free shipping, and a dedicated team of customer service representatives available 24/7. Zappos' commitment to going above and beyond in serving their customers has not only earned them a loyal customer base but has also positioned them as a trustworthy and customer-focused brand.

Zappos exceptional customer service (Source)

Maintain Brand Reputation

Brand credibility is essential for establishing a strong bond with customers. When customers perceive a brand as credible, they feel confident in their decision to engage with that brand. A credible brand is seen as reliable, trustworthy, and capable of delivering value. By consistently maintaining a positive reputation, a brand showcases its commitment to meeting customer expectations, which in turn fosters trust and confidence in the brand.

On the other hand, a damaged brand reputation can have severe consequences. A survey conducted by BrightLocal revealed that 86% of consumers hesitate to purchase from a brand if they see any negative online reviews.

Amazon Prime

Amazon maintains its brand reputation through various strategies that focus on customer satisfaction and convenience. One significant step taken by Amazon to enhance its brand reputation is the introduction of Amazon Prime. This subscription-based service offers several benefits to its members, such as free and fast shipping, access to exclusive deals, and unlimited streaming of movies and TV shows. By providing a comprehensive package of services, Amazon aims to create a loyal customer base and reinforce its position as a reliable and customer-centric brand.

Amazon Prime (Source)

Build emotional connections

When customers feel emotionally connected to a brand, they develop a sense of trust and loyalty toward it. Emotional connections are forged when a brand successfully taps into customers' values, beliefs, and aspirations, creating a resonance that goes beyond product features and benefits. A survey by Adobe revealed that 89%.) of marketers experience a positive ROI when they provide personalized campaigns and relevant offers and recommendations.

By understanding and addressing customers' emotional needs, brands can create a meaningful and authentic connection. This connection goes beyond transactional interactions and fosters a deeper bond. When customers feel understood and valued, they are more likely to develop a positive perception of the brand and trust its intentions. This perception of authenticity and empathy builds brand credibility.

Dove "Real Beauty" Campaign

Dove has long been recognized for its campaigns promoting body positivity and self-acceptance. Through their "Real Beauty" campaign, Dove aimed to challenge conventional beauty standards and empower women to embrace their uniqueness. By focusing on genuine stories, thought-provoking videos, and ads, Dove built an emotional connection and credibility by championing a positive and inclusive message.

Dove Campaign (Source)

Wrapping Up!

Customers are more likely to stay loyal to brands that they trust, as trust engenders confidence in the quality and reliability of products or services offered. Brand credibility is built through the consistent delivery of promises, transparent communication, and ethical practices. It fosters positive customer experiences, leading to increased customer satisfaction, repeat purchases, and positive word-of-mouth recommendations.

By prioritizing trust and brand credibility, businesses can forge long-lasting relationships with their customers, cultivate brand advocates, and ultimately thrive in an ever-evolving marketplace.

Felix Rose-Collins

Felix Rose-Collins


is the Co-founder of Ranktracker, With over 10 years SEO Experience. He's in charge of all content on the SEO Guide & Blog, you will also find him managing the support chat on the Ranktracker App.

Start using Ranktracker… For free!

Find out what’s holding your website back from ranking.

Create a free account

Or Sign in using your credentials

Different views of Ranktracker app