Trust-Based Marketing: How To Build Customer Trust And Loyalty

Trust-based marketing is the cornerstone of building a loyal customer base. It’s all about earning your customer’s trust and creating a relationship based on transparency, honesty, and exceptional service. By implementing trust-based marketing strategies, you can differentiate your brand from the competition, and achieve customer loyalty. From providing valuable content to being responsive to customer needs, trust-based marketing is a vital component of any successful marketing and sales strategy. It’s no secret that marketing and sales go hand in hand. But what do you do when you’re not selling? You’re building customer trust and loyalty.

There are a lot of factors that play a role in creating trust with customers and creating brand loyalty. This article will take you through 5 of them.

Let’s get started.

First, What Is Branding?

Did you know that 81% of consumers will not buy a brand unless they trust it? This is why branding is so important!

Branding gives a company or product a distinct identity that consumers remember. A company’s name, logo, slogan, and design aesthetic make up the brand. It can also represent trustworthiness or innovation. Effective branding can help a business stand out in a crowded market and create a strong emotional connection with consumers. It also attracts investors and acquirers.

That said, businesses can use many different strategies and techniques to develop and promote their brand. We’ll discuss some of the best later.

Why Is It Important for Brands To Build Customer Trust and Loyalty?

Brands benefit from customer trust and loyalty. Here are a few examples:

  • Repeat business. Customers who trust a brand and are loyal to it are more likely to make repeat purchases.
  • Positive word-of-mouth. Trusting customers are more likely to recommend a brand, which can attract new customers.
  • Increased lifetime value. Loyal customers are likelier to stick with a brand over the long term.
  • Brand protection. Trusting customers are less influenced by negative reviews or competitor marketing.
  • Pricing power. Trusted brands can charge more than competitors.
  • Flexibility in challenging times. A loyal, trusting customer base can help the business during economic downturns.

These benefits help create a positive cycle where trust and loyalty increase sales and profits.

Image of a hand holding customer reviews, and text saying "Establishing Credibility: How To Build Customer Trust And Loyalty" on a great background. The Green and Black Profitable Media logo is also present.

How To Build Customer Trust And Loyalty?

There are several ways to build customer trust and loyalty, including the following:

1. Social Proof

One way to build customer trust and loyalty is to use social proof. Quality alone won’t win customer trust. According to BigCommerce, 72% of customers trust a brand more if they see positive reviews and testimonials. Although you can boast about your product or service’s quality, people won’t be so quick to believe you. They’ll suspect bias. Social proof is when people conform to others’ actions or opinions to feel more confident in their choices—for example, by showcasing customer reviews, success stories, or case studies.

Similarly, displaying badges or logos of reputable organizations or publications that recognize your company can also act as social proof. You can also generate social proof by showing the number of happy customers, active users, high customer retention rate, etc.

Start by asking customers to write a quick review about checkout, delivery, and more. Post them on your website or social media to build trust. Positive reviews are one easy-to-implement trust-based marketing strategy. Your good reputation makes customers choose you over your competitors. However, remember to use only genuine and authentic social proof. Using fake or manipulated reviews can negatively impact your reputation and backfire.

2. Transparent Communication

Transparency is a prerequisite for establishing customer trust and loyalty. It is also how you build credibility. That is why it is crucial to fully inform customers of all there is to know about your product or service. It’s so they know what to expect from them. Do not withhold information, as it will make you more untrustworthy. 

For an e-commerce store, detailed product descriptions and instructions can help. If you have a physical store, then onboard the customer before they leave. It ensures their optimum experience with the product or service. It also reduces the risk of frustration because you’ve communicated everything.  

3. Consistent Messaging

Be consistent in your messaging, customer service, and overall business approach. It helps build customer trust and loyalty when they always know what to expect when they work with you. It’s also important to talk to customers, whether it’s to answer a simple question or to solve a problem. It can be via email, chat, or phone call.

Nowadays, customers value convenience. It also applies to whether a business is easily reachable. It lets customers know they matter. You should dedicate parts of your team to manage phone lines, emails, or social media accounts to assist customers. If you don’t respond to customers, they’ll leave even if your product is otherwise great.

You can also hire a marketing technology team to outsource your marketing tasks. A marketing technology team can help you with your trust-based marketing strategy. They can also work with you to streamline your digital marketing operations. This way, you can focus on what you do best!

4. Excellent Customer Service

Providing excellent customer service is the way to earn your customers’ trust. It shows you are committed to fulfilling your customer’s needs. It demonstrates that the company cares about their experience and assists them at every step, from onboarding to after-sales service. They say trust inspires loyalty, and you have to make the first move to do that. Don’t be afraid to go the extra mile and engage with customers. 

Ask them if they have everything they need or if you could do anything for them. Doing so humanizes your brand and creates a personalized experience for your customers. Remember, quality customer service goes a long way. It is also what keeps them coming back for more. 

5. Loyalty and Rewards Programs

Nurturing existing customers is more cost-effective than acquiring new ones. You don’t have to spend more money on marketing materials.  Studies also show that existing customers spend 31% more than new customers. How do you take advantage of that? By establishing loyalty or rewards programs! Loyalty programs can help boost sales. 

You’re rewarding customers for buying more products. The reward or freebie also helps them understand your business and your product better, and they will be more inclined to continue interacting with you. You can create membership tiers with increasing rewards as the tier rises. Start with something simple like a reward punch card. You give a customer a card on which you punch a hole or put a sticker for every purchase. When the customer completes the card, they receive a gift.

This will motivate customers to buy more from you because they’ll get rewarded.

What’s Next?

Mastering the art of bottom-of-funnel (BOF) marketing is crucial for building a loyal customer base. The aim of any marketing strategy is to attract potential customers and guide them through the sales funnel, where you can filter out unqualified leads and nurture qualified ones. BOF marketing is the final step in the funnel and it’s where you convert leads into paying customers. To learn more about how to effectively execute BOF marketing and create lifetime customers, check out this guide: Bottom-Of-Funnel Marketing Tactics To Stick The Landing.”

The Bottom Line

Earning the trust and loyalty of your customers is essential for building a sustainable business. Providing exceptional customer service, being transparent and honest in your dealings, and showing appreciation are all effective ways to win your customers’ hearts. Remember, when customers feel valued and that they are a priority, you can be certain your trust-based marketing strategy has been a success!

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Camilla | Marketing Specialist

Camilla works hard to ensure that the Marketing strategies and executions are on point and data-driven, not only for our clients but internally at Profitable Media as well. She’s been coming up with innovative ways to reach and engage audiences for over 8 years.

Picture of Camilla B. <br><span>Digital Marketing Specialist </span>

Camilla B.
Digital Marketing Specialist

Camilla works hard to ensure that the Marketing strategies and executions are on point and data-driven, not only for our clients but internally at Profitable Media as well. She’s been coming up with innovative ways to reach and engage audiences for over 8 years.

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Vlad P. Marketing Specialist at Profitable Media, LLC

Vlad Popirda


If you’ve been swayed, convinced, or otherwise persuaded by the writing on our page or in some of our emails, chances are Vlad was the man behind it.

Be it Social Media Management, Marketing Strategy, PPC Ads, or Copywriting, you can rely on him to get the job done.

With a Bachelor’s in Marketing and a Master’s in Advertising, his life’s work is to leave this world better than he found it, and he aims to achieve that by putting his talents in the service of the right people and helping businesses make a difference in the world.

Outside of working hours, you may find him singing Britney Spears songs at karaoke nights, or exercising his creativity in varied ways, such as playing chess, designing board games, playing guitar, or playing Dungeons & Dragons with his mates.

Alisa Villanueva Account Manager at Profitable Media, LLC

Alisa Villanueva


Alisa is the glue that brings all the parts of our operation together. The one always keeping an eye on the bigger picture. The person that makes sure that it all works smoothly and on schedule, giving everything an artistic spin and flourish with her keen eye for design.

With her background in sales, customer service and art, it’s no wonder her strength is in communicating with people, be they our customers or us, her team.

While juggling her different tasks (Project Management, Web Design, Quality Control, Customer Service), one thing never changes: she will use her artistic sense to make a project unique and she will hear out the person she is working with, understanding their needs and wishes while integrating and tying them all together to create an outstanding final product.

When she’s not tuned in to her work, you’ll find Alisa taking ordinary things and making them beautiful. In her artistic endeavors she explores many different mediums of expression, like painting, ceramics, dance, and cooking. Among these, her dancing stands out, as she is part of a salsa dance performance team, doing gigs both locally and nationally.

Her dream is to travel and explore different cultures, which she is always doing from home by cooking and trying out various cuisines from around the world.
Short Excerpt:
Alisa is the one that makes things work smoothly and on schedule, giving everything she does an artistic spin and flourish with her keen eye for design.

With her background in sales, customer service and art, it’s no wonder her strength is in communicating with people, be they our customers or us, her team.

Zach Warshawsky Chief Operations Officer at Profitable Media, LLC

Zach Warshawsky


Zach manages the operational side of our business and coordinates all the work done by our team. He designs technical architecture and always keeps an eye towards the future, making sure his solutions are scalable. He applies his skills in all sorts of fields, such as Project and Team Management, Sales Funnels, Web Technology, Split Testing, Automation and CRM.

If there’s one trait he shares with Henry, it’s passionate problem-solving. Although he has been working for over 25 years in Sales, Marketing, Management, Team Building and Customer Service, perhaps his relevant business credentials start even earlier. At 15, he started a business selling and installing car stereo systems before he even had a driver’s license. Armed with a reseller’s permit and a passion for business, he started down the path of entrepreneurship and hasn’t looked back since.

With four amazing children and a wonderful wife in his life, his goal is set: provide the best possible life for them that he can. To that end, he works hard on helping clients scale their businesses through the use of cutting edge digital marketing tools.

His weapon of choice on this quest is not a coincidence, for his knowledge of technology is certainly top-notch. This can sometimes be a blessing and a curse however, when the Apple Genius Bar can’t solve a friend’s problem, it’s Zach’s phone that gets lit up.

To unwind, he spends time with his children, goes on weekly dates with his wife and is passionate about crafting culinary art… he unwinds and loves creating amazing home-cooked meals for his friends and family!

Henry Hamamjy Chief Executive Officer at Profitable Media, LLC

Henry Hamamjy


One of the two men that started it all, Henry has a knack for judging character and managing the internal structure of our team. The go-to guy for when business owners hit a roadblock, he is well known for offering unique, scalable solutions to any issue that presents itself. 

With a background in Sales, Marketing, Management, People Development and Leadership, he puts it all to good use in the service of his clients and fellow team members, helping them better themselves. 

He’s a born problem-solver, breaking any seemingly impossible task into achievable actionable items.  He has successfully helped dozens of businesses expand to the 7-8 figure level, by designing and implementing extensible, supportive and responsive infrastructure that his clients could then leverage to their fullest advantage. 

At work, he loves helping our customers make their dreams a reality, taking businesses to the next step of success, guiding them all the while. Outside of work, he enjoys a good meal with friends and a nice Napa Valley Cabernet Sauvignon. He also likes travelling with his family and exploring different cultures and finding out more about our world. Having dreamt of becoming a soccer player when he grew up, he has since traded that sport for another, namely golf, which he partakes in whenever he gets the chance.

Little known fact, he won the Atomic Spicy Food Competition when most of the people quit after just a couple of bites. Scientists have yet to come up with an explanation.