Building Trust Through Ecommerce Content

Your customers don’t trust you (yet)… here’s how to fix that. Earning trust isn’t about flashy marketing or big promises— it’s about what you do every single day. Here’s the thing: Without trust, your business is running on fumes. Customers are smarter than ever. They can spot insincerity from a mile away. And if they don’t trust you or worse, if they don’t feel valued they’ll go elsewhere. So how do you earn their trust, make them feel truly valued, and create engagement that keeps them coming back? Here’s what works: 1. Start by listening (and act on what you hear).   * Run surveys, host focus groups, or jump on 1:1 calls with your customers.   * Pay attention to their pain points, frustrations, and needs.   * Most importantly: Implement their feedback. Listening without action destroys trust faster than ignoring them altogether. 2. Personalize every interaction.   * Address your customers by name.   * Tailor your messaging, offers, or coaching to meet their unique needs.   * Remember: No one wants to feel like a number in your CRM. 3. Be transparent—even when it’s uncomfortable.   * Made a mistake? Own it immediately.   * Raising prices? Explain why.   * Customers value honesty, even when the truth is hard to hear. 4. Engage meaningfully by creating value.   * Share free resources, Q&As, or tips they can use immediately.   * Celebrate their wins—whether big or small.   * Build community spaces for connection (think LinkedIn groups, Slack, or live events). 5. Go above and beyond with small, thoughtful gestures.   * Send handwritten thank-you notes.   * Offer surprise perks, like early access or exclusive discounts.   * Follow up on personal details they’ve shared with you (yes, remembering their kid’s soccer game matters). 6. Stay consistent.   * Deliver on your promises every time.   * Focus on quality over quantity—customers will forgive a missed update, but not mediocrity.   * Regularly measure satisfaction and make improvements where needed. Building trust isn’t rocket science—but it does take effort. Focus on these six steps, and you won’t just earn trust. You’ll build relationships that last a lifetime. Which of these are you already doing?
 Let me know in the comments I’d love to hear how you earn your customers’ trust. ♻️ Share if you wan to build trust in your market 🔔 Follow Mike Hays for more trust tips.

When I started building my brand ecosystem publicly, everything shifted. The traditional advice says, "build it and they will come." But after studying founder brands, I've learned that most founders are stuck choosing between getting attention and maintaining integrity. Last year, I watched a brilliant entrepreneur struggle with this exact paradox. When I shared my Brand Trust Equation with her, something beautiful happened. Here's what I learned about building in public through systematic brand development: 1. Identity System Transparency Share your core messaging, positioning, and values openly. Building your identity in public creates accountability for authentic choices. Your audience connects with the journey, not just the destination. 2. Content System Broadcasting Document your strategic output across all platforms transparently. Sharing your content framework helps others while establishing your authority. Your systematic approach demonstrates professionalism and intentionality. 3. Experience System Documentation Show how people interact with your brand at every touchpoint. Building your customer journey in public creates better experiences for everyone. Your process transparency helps prospects know exactly what to expect. 4. Conversion System Sharing Reveal how attention becomes revenue in your business model. Building your funnel in public demonstrates the value of systematic thinking. Your transparent approach shows prospects the clear path forward. 5. Lighthouse Content Strategy Create cornerstone pieces that attract your ideal audience while repelling everyone else. Building your manifesto, methodology, case studies, and vision in public establishes authority. Your transparent philosophy becomes a filter for quality connections. This approach builds long-term brand equity instead of short-term attention. 6. Platform Synergy Framework Show how different platforms serve different purposes in your ecosystem. Building your multi-platform strategy in public creates strategic alignment. Other founders learn how to maximize impact across channels. This isn't just about building brands, it's about creating beautiful, systemized, and authentic businesses that serve both founders and their communities. When you build your brand ecosystem in public, you're not just attracting attention. You're building trust through the Brand Trust Equation: (Consistency × Authenticity × Value) ÷ Self-Promotion. The solution isn't choosing between integrity and attention, it's building systems that deliver both simultaneously through transparent, value-first brand development. The future belongs to those brave enough to build their brand systems in public. __ Enjoy this? ♻️ Repost it to your network and follow Matt Gray for more. Curious how this could look inside your business? DM me ‘System’ and I’ll walk you through how we help clients make it happen. This is for high-commitment founders only.

“Your content isn’t a differentiator—it’s a commodity.” a $19M CMO asked me: “how do we stand out in a market that’s flooded with content?” my response? “stop producing content. start producing original research.” most companies treat thought leadership like a volume game— 📌 repost industry benchmarks 📌 repackage someone else’s blog 📌 react to trending news or LinkedIn takes but the best GTM teams don’t just publish. they run GTM like a research lab. they investigate. original research isn’t a nice-to-have—it’s your content moat. if your brand isn’t backed by insight, you don’t have a POV—you have opinions. if your sales deck relies on only internal stats, you don’t have authority—you have dependency. if your marketing playbook hasn’t been updated with real customer data, you don’t have strategy—you have guesswork. when GTM is fueled by research, it becomes a competitive engine. so what does a research-driven GTM system look like? 1️⃣ predictable demand generation → how do we earn attention with insight? ✅ create data your buyers can’t find anywhere else ✅ partner with analysts, customers, or communities to co-produce insight ✅ promote research findings across product marketing, brand, sales, and PR 🚀 example: Gong → turned sales call data into viral content + trust-building insights OpenView → SaaS benchmarks that power the GTM of hundreds of startups 2️⃣ seamless pipeline conversion → how do we enable buyers with clarity? ✅ use research to frame the problem and build urgency ✅ arm AEs with industry-specific insights that shift conversations ✅ ground messaging in data, not just value props 🚀 example: Figma → published research on collaboration gaps to drive adoption G2 → used category data to educate buyers and accelerate decisions 3️⃣ revenue retention & expansion → how do we keep leading with insight post-sale? ✅ host insight-driven QBRs that prove value ✅ share ongoing trend reports with current customers ✅ co-create case studies and benchmarks based on actual usage 🚀 example: HubSpot → publishes “State of Marketing” to upserve and re-engage Amplitude → shares product analytics benchmarks to deepen use cases final thoughts 📌 if your content doesn’t lead with insight, it won’t land 📌 if your GTM isn’t learning—you’re falling behind 📌 if your sales team can’t teach, they can’t sell GTM isn’t about chasing trends. it’s about building trust. so i’ll ask you: 👉 is your GTM guessing—or is it grounded in original research? let’s discuss 👇 — love, sangram p.s. we have written over 30 original research notes and actively working with leaders like Gainsight ZoomInfo Demandbase PathFactory PartnerStack Qualified. DM Sangram Vajre to learn how to power your GTM with research and insights. #gotomarket #gtm #originalresearch #b2b #marketing

A client recently told me, “We’ve always done things this way, but now nothing’s clicking. What changed?” The answer is simple: The market evolved. Customer behaviors shifted. But their strategy didn’t adapt. Once we reevaluated their strategy, we made some key adjustments, and the impact was immediate: engagement spiked by 35%, inbound leads doubled, and they secured their largest deal to date. B2B doesn’t have to be cold or formulaic. Sales and marketing should never feel like a one-sided pitch. They’re about building authentic, human connections. I like to call this the “Connection-Driven Growth Approach.” Here’s how you can apply it: 🔸Listen First, Talk Later • Instead of pushing your message right away, start by listening to what your audience needs and struggles with. • Understand their challenges to craft a solution that resonates. How this helps: Builds trust and helps you tailor your messaging to what actually matters to them. 🔸Be Transparent and Authentic • Show your true values by sharing behind-the-scenes content, and admit when things go wrong. • Let your audience see the human side of your brand—people connect with authenticity. How this helps: Builds rapport and makes your brand more relatable and trustworthy. 🔸Share Stories, Not Just Stats • Use stories that showcase how your product or service makes a real difference in people’s lives. • Focus on the emotional connection your product creates, not just features. How this helps: Makes your brand more memorable and emotionally engaging, fostering a deeper connection. 🔸Engage in Meaningful Conversations • Don’t just broadcast—respond to comments, ask questions, and participate in discussions. • Show genuine interest in your audience’s opinions and experiences. How this helps: Encourages more engagement, builds relationships, and helps turn followers into loyal customers. 🔸Focus on Value, Not Sales • Share helpful tips, educational content, or useful resources before ever trying to sell. • Provide real solutions to your audience’s problems, not just your product. How this helps: Builds trust, adds value to your audience’s lives, and leads to long-term relationships that convert into sales. The truth? Growth doesn’t come from pushing products. It comes from fostering relationships and delivering real value. What’s one way you’re building connections in your marketing right now? Drop a comment! ⸻ ♻️ REPOST if this resonated with you! ➡️ FOLLOW Rheanne Razo for more B2B growth strategies, client success, and real-world business insights.

If your e-mail and SMS strategy doesn't emphasize content that is meant to educate the consumer, you are likely missing out on a lot of revenue. The truth is, 95% of visitors to an DTC brand's website will not purchase on the first touch, and require some sort of nurturing to make a purchase. Often times that nurturing doesn't need to be a discount or lower price, it just requires education. We've seen significant improvement in performance across all types of flows and campaigns when education has been a primary focus. Yes, education can be done via SMS too, using short, snippy soundbytes that remind the user why they showed interest in your product in the first place, and why they should care about your brand in particular. It matters because messages with educational content simply have higher open rates, engagement, and drive more sales. But first, let's clarify what it's not: • It's not just selling a product • It's not sending boring newsletters • It's not ignoring your audience's needs • It's not using complex jargon • It's not spamming inboxes • It's not focusing only on your brand • It's not neglecting engagement • It's not one-size-fits-all content Here's what it really is about: • Providing value to your audience • Sharing useful tips and insights • Building trust with your readers • Encouraging two-way communication • Creating a loyal following • Making learning enjoyable • Offering solutions to real problems • Keeping content relevant and fresh If you want to boost your email & SMS marketing, focus on educational content. → It increases engagement. → It builds customer loyalty. → It drives conversions. Your business will thrive from it.