Before choosing a product, everyone has experienced the user's inner activities, from knowing, understanding, consulting, trying to effect feedback, every point is the process of establishing trust.
The customer's choice mainly depends on the stability of the product and the sense of trust. Stability mainly depends on the production management and control. The sense of trust is cultivated gradually and strengthen the impression of product.
The product is the foundation, the operation center (team) is the key, and the decisive victory lies in the terminal.
1. The temperament of the product-it makes you feel like you know it before, this is the shortest distance to build trust
Design is the point of departure for temperament. Design is rooted in capturing the most pain points of users’ needs.
The design of a product should not just be determined by the designer's imagination. Product design must be the ultimate goal of satisfying the needs of users, solving the pain points of customers, satisfying the refreshing points, and discovering the itchy points. In this process, you can’t just put yourself in the role of the customer to think about the problem, you have to communicate with the users.
And you need not only listen to what users say, but also what users do.
The operation center once found an interesting thing. When we visited a village in Tibet where electricity is inconvenient, when asked about the villagers’ tendency to choose the size of the lamp, the villagers generally chose the larger one. we let them to choose a solar lamp as a gift at the end of the visit to express our gratitude, most of them chose a small solar casting light.
Views may change in reality, but users will not deliberately distort the facts. When communicating with users, it is also necessary to distinguish whether the customer describes a "view" or a "fact". Being able to accurately capture the needs of users in the process, and improve the details, so that customers can trust the product,which is also the initial battle to win trust.
2. Quality is the cornerstone of trust
Simply speaking, high-quality products are rooted in the long-term precipitation of engineering (rather than rapid imitation) and the support of high-quality raw materials in the global NO.1 supply chain.
The quality of products must rely on technology and mechanical equipment. Manpower has subjective errors and deviations. But every repetitive torque and force of the machine is fixed, allowing standardized production to be put in place.
High-quality raw materials are the basis for quality assurance. Suppliers of raw materials must be selected and regularly evaluated. And with the development, only with a common goal can suppliers be attracted to the same direction.
High-latitude and low-use product materials coupled with careful design can magnify the quality of the product in detail. Outdoor professional optical PC lenses are made into triangular prisms with 90-degree reflections on three sides commonly used in medical to perform light source spot reduction processing; Nobel Prize-winning light source companies serve as outdoor lighting suppliers, behind every material used All are the accumulation of many years of a powerful company.
3. Only time and experienced enough severe cold and heat can the trust in the product be real (not all kinds of quick sales methods).
Don't tell stories, don't fool users, and survive the persistence of time.
The first-generation Apple lamp, after working hours exceeded 200% of the warranty time, was greeted back to the headquarters after the sales staff communicated with the user to "replace the old with the new". In ten years of working hours, this little Apple lamp has experienced ten years of severe cold and scorching heat, ten years of wind, frost, rain and snow. The lampshade was accidentally damaged, and it was spliced with tape to continue using it. At night, the lamp beads are still bright as before.
The golden desert that can be seen behind, the installation workers are fully equipped with professional-grade sunscreen, and the deserted Dubai desert makes the sky stove lights bloom at night.
In the Tanggula Mountains at an altitude of more than 5,000 meters, we passed through no man’s land and reached the highest point. The team stopped the car and took a group photo. Inadvertently found that we also had a small apple lamp in the camera . We communicated with the store and learned that this Apple lamp has been installed for three years, and every night of these three years, it will be lit as promised to illuminate the way forward and the way home for people who come and go.
4. Sincere coexistence, candid communication, and willingness to take responsibility between the cooperative teams can enable trust to pass through different countries, nations and beliefs.
The team is an important cohesive force for bringing trust closer
The worst team has no strong people, but all of them feel that they are awesome and don’t know what cooperation is; the better team has members with shining backgrounds, but they can’t form a synergy and may tear each other down; the best teams may not be so dazzling. But it can form a synergy and excellent performance; everyone in the star team has extraordinary abilities, and they work together to play more than just 1+1=2.
An excellent team can form penetrating cohesion, which can not only unite the internal firmly, but also strengthen the communication and integration in cooperation.
5. These are the shortest distances of trust, regardless of whether you are on the other side of the earth.
Having enough sincere partners who are close to and serving end users in the world is the shortest trust distance for end users to our product brand.
The current market has gradually changed from the previous “national, top priority” to “global, multi-channel, and regional”. Nowadays, the trust of customers is not farther away from the first-line operation center, but closer.
In the era of fragmentation, the terminal of a city must perfectly implement every detail. That is the most important place to bring trust closer. The media is too fragmented, and the value of each city's market terminal is more important than ever. Every move of the city terminal team affects the image of the product and brand in the minds of customers. Service attitude and speed of response directly affect the reputation of the product. Being able to establish a high-quality team throughout the market is the strongest needle for a brand to lead to customer trust.
The closer the operation center is to the end user, the closer the service is, and the faster the problem can be solved.
It is difficult to establish a sense of "reliability" for others, but it is easy to destroy. It only takes one time to lose faith and it is enough to destroy previous efforts. On this road of trust, only persistence is the only way to trust.
