Earning Customers’ Trust within the Buyer Decision Process

View all blog posts under Articles | View all blog posts under MBA

Ensuring customer trust can almost guarantee return business, brand loyalty, and personal recommendations. Throughout the buyer decision process, consumers navigate their way through many available products and services before they make a purchase. Businesses who are able to gain a consumer’s trust during this process often find success for their brand.

Understanding the Buyer Decision Process

The buyer decision process refers to the steps a consumer goes through before purchasing a product or service. These stages along the decision making process affect consumers’ choices. The first stage in the process involves the consumer’s need—they are aware that there is something they lack or want to change, so they look for a product or service to fix this problem. Some brands attempt to create a problem that consumers may not know they have as a way to corner the market and create sales. Next, consumers begin their search for a solution to their need, which often involves extensive online searches. Once alternative options are evaluated, the consumer makes an educated decision based on their research. The final steps include purchasing the goods or services and then evaluating their purchase. Throughout the entire process, brands can take advantage of marketing by building trust.

The Importance of Trust in Consumer Relationships

Building trust is critical when building consumer relationships. People can be cynical about the companies they want to buy from and support. With so many buying options available, they can seek multiple solutions for their purchasing needs. Consumers who believe in a brand are likely to share this with other consumers. On the other hand, customers who are unsatisfied have every opportunity to voice their concerns via the Internet and social media. Brands who have established trust among their consumer base are likely to see repeat business.

How to Earn Customers’ Trust


Businesses cannot underestimate the intelligence of the customer. People are generally able to tell when a company is avoiding a sensitive topic and hiding the truth. In business, honesty is an effective policy and, if a company makes a mistake, it is better to address the error openly, explain the steps being taken to handle it and provide a plan for preventing future blunders. Consumers will appreciate this show of openness and transparency and return to the brand that they trust.

Assist in research

An important initial stage in the buyer decision process involves the extensive research of available products on the market. Almost all consumers looking to find the right product or service will spend time searching goods online and comparing product details, prices and reviews. Businesses can take an active role by assisting in consumer research, providing information about other company’s offerings and even pointing out that their own product may not be the right fit. Customers will see this as an act of good faith, showing that the company wants the best for its clients.


In all aspects of business from customer service to marketing to promoting the brand message, companies should maintain a high level of consistency. This involves training members of the team across all departments, so that every employee is able to answer customer questions and handle issues that arise in the same way. It benefits the business to have customers who can predict the way their transaction process will be handled and can count on the same service every time. Presenting a unified front to consumers will help to meet customer needs repeatedly and consistently, building a loyal client base.

Be an Expert in the Field

People trust professionals who are experts in their field. Companies who take a serious approach and present their brand with professionalism highlight to their consumers that they know what they are doing. Businesses should provide accurate and detailed information about the product or service they offer in addition to specific industry trends. They should be able to answer every question a consumer has because they know their product inside and out. This expertise will promote trust among consumers looking to buy from a reputable source.

When a consumer purchases an item from a company, they are establishing a relationship. As they research and look for the perfect product to fit their needs, they want to know their money is well spent. Brands can build trust with their customers by answering their questions, being open and honest and providing them with a pleasant experience. This benefits all parties, leaving customers satisfied and establishing a loyal following for the business.

Learn More

Our online MBA program at New Jersey Institute of Technology is designed to prepare motivated, tech-savvy management professionals with the business expertise and technical knowledge vital for success in today’s rapidly evolving global business landscape.

Recommended Readings