How to Build Trust with Loyal Customers

Want clients who trust you and keep coming back? Build relationships before building offers. Six months ago, I significantly shifted how I approached my business. Like many solopreneurs, I was struggling with: 1. Clients who showed interest but never fully committed. 2. Conversations that fizzled out because I wasn’t consistent. 3. A disconnect when it came to what my audience truly needed. So, I took a step back and focused on relationships first. The results? -Clients started trusting me on a deeper level. -Referrals became a steady stream from satisfied customers. -Conversations uncovered needs I didn’t even know existed. Now, if I sense a relationship slipping, I do three simple things: A) Ask how they’re doing and what challenges they’re facing. B) Share updates explicitly tailored to their goals. C) Listen—really listen—without pushing a sale. Because when relationships come first, success follows. How do you keep your client relationships strong?

I learned 23 things in 2023 as VP Growth Marketing & Underwriting and each week(ish) I’m breaking down my learnings into more detail. Last post, I unpacked the 2 main levers I pull to impact growth: increase submissions and/or improve close rate. Today, I’m unveiling the 2 main levers I pull to impact retention. Here’s what I’ve learned (so far). —— Deep Dive Lesson # 3 To retain, prioritize activities that empower your client and/or educate your users 💪 💡 When I “pull levers” for retention, I look at activities in one of two ways: 1. Does this activity empower my clients? MJ Smith has an awesome post on LinkedIn that talks about how buyers don’t actually spend money, they spend social capital. They put their internal reputations at stake to reccommend a product or service that comes at a cost to their organization. The easiest way to retain a client is to provide them with evidence that proves their decision was correct so they can keep their social capital in tact. Examples of activities that empower clients include: - Consistent reporting packages with actual client data that demonstrate the real impact and/or cost savings your product/service is making on the organization. - Client-specific events where your best-fit clients can meet with each other, learn about your roadmap, meet key partners and solidify bonds with their client success rep. - Meaningful renewal packages that describe, in detail, any new enhancements, additional touch-points, or new products that contribute to a rate increase. Give your clients the narrative they need to sell a renewal internally. 2. Does this activity educate my users? For this lever, I look for activities that will keep my users engaged, satisfied, and loyal over time - making it a no-brainer for the client, and the organization at large, to want to renew. Examples of activities that educate users include: - Personalized and easy onboarding. Tailor this experience to their specific use case to facilitate a smoother adoption process. - Self-serve/on-demand educational content that helps users get more out of your product or service. Think tutorials, webinars, blogs, user guides, FAQ sections, etc. - Product update communications that clearly explain the benefits and applications they can expect to receive from the changes. - User-success stories that show how others have successfully used your product to solve their business problems with action plans to help the reader achieve the same results. IMO, retention marketing is harder than growth marketing and activities take longer to implement because they typically involve buy-in and help from many different internal departments. My advice for those getting started: pick one or two activities from each lever and go all-in. Solid retention marketing is not about the quantity (or even creativity) of activities, it’s about consistency and credibility. What else did I miss? As always, keep the ideas flowing below 👇

As a CEO deeply invested in B2B lead generation, I’ve learned that client retention is crucial. Here are my top strategies for keeping clients happy and engaged: 🎯 Understand Their World: To keep clients, you first need to understand their challenges and goals deeply. This means regular communication and feedback loops that help anticipate their needs. 🔗 Personalized Engagement: Each client interaction is tailored. From personalized emails to customized solutions, make sure every touchpoint is designed to meet their specific needs. 🔄 Consistent Value: Don’t just meet expectations—exceed them. Regularly update clients on new insights and ongoing support that adds value beyond the initial sale. 🌟 Trust-Building Transparency: Be clear about what you can do and be honest when things don’t go as planned. Trust is built through transparency and integrity in every interaction. 🤝 Long-Term Partnerships: Treat every client like a partner, not a transaction. Invest in their success as if it were your own, which often means going the extra mile to support their long-term goals. Implementing these strategies has not only helped us retain clients but also turn them into advocates for our business. What strategies do you use to keep your clients coming back? Let’s discuss below! #Strategic #Consistent #Patnership #Engagement #B2BleadGen #B2BLeads

A client recently asked, “We’ve always done things the same way, but now something’s off. What’s different?” The truth is simple: trust isn’t claimed, it’s earned and consistency is the currency. After revisiting their approach, we made a few strategic adjustments, and the results were instant: engagement increased by 35%, inbound leads doubled, and they landed their biggest deal yet. B2B doesn’t have to be impersonal or rigid. Sales and marketing should focus on creating genuine, meaningful relationships—not just pitching. This is why I emphasize the “Consistency-Driven Growth Strategy.” By staying consistent in your messaging, quality, and client engagement, your brand can build the trust it needs to thrive in today’s market. Here’s how you can do it: 🔸 Maintain a Consistent Message Across All Channels • Your brand voice, values, and messaging should be the same everywhere. Whether it’s your website, social media, or email campaigns. • Keep your tone, imagery, and mission aligned in all communications. Why It Works: Consistent messaging builds familiarity and trust with your audience, making your brand feel more reliable and dependable. 🔸 Deliver Reliable Quality Every Time • Whether it’s your product, service, or customer support, ensure that every interaction with your brand meets the same high standards. • Consistency in quality reinforces the idea that clients can rely on you. Why It Works: Clients will come back knowing they can expect the same great experience every time, which builds loyalty. 🔸 Be Consistent in Your Engagement with Clients • Interact regularly with your audience by responding to comments, messages, and emails promptly. • Stay active and present, whether it’s on social media or through email campaigns. Why It Works: Regular engagement keeps your brand top-of-mind and shows your audience that you care about maintaining relationships, not just making sales. 🔸 Stay True to Your Brand Promise • Make sure your brand always delivers on the promises you make. Whether that’s the value you offer or the experience you create. • Avoid over-promising and under-delivering. Why It Works: Consistently meeting expectations builds long-term trust and makes your brand more reliable in the eyes of your clients. The reality is, growth doesn’t come from selling products, it comes from building strong relationships and providing real value. How are you currently creating meaningful connections in your marketing? Share your thoughts in the comments! ⸻ ♻️ REPOST if this resonated with you! ➡️ FOLLOW Rheanne Razo Razo for more B2B growth strategies, client success, and real-world business insights.

LinkedIn friends, I wanted to share a concept with you that I shared with one of my clients: Don't be a one-way street.... It's a very simple concept: eliminate self-interest. I know it sounds off, but you must become more collaborative. Both the selling and buying centers should have aligned interests. Selling center, you should become a trusted advisor. It's been interesting to see what salespeople are trying to do for the sale and others trying to be problem solvers. Here are some ways of ensuring that you are not a 'one way street' but become a trusted advisor in the sales process. - Foster Two-Way Communication: Encourage prospects to share their thoughts, needs, and concerns. Actively listen and respond thoughtfully rather than dominating the conversation with your sales pitch. This approach helps you understand the client's needs and tailor your solutions accordingly. - Understand Customer Needs: Make a concerted effort to genuinely understand your prospects' challenges, needs, and goals. This understanding should guide how you present your product or service, ensuring that you address their specific situation rather than offering a generic solution. - Provide Value First: This is the most important thing. Think of demonstrating your value and how you can be a problem solver. This could be in the form of helpful information, insights, or solutions that address the prospect's immediate concerns or objectives. Demonstrating value upfront can build trust and credibility, making prospects more open to the sales conversation. - Be Consultative, Not Transactional: Position yourself as a consultant or advisor rather than just a salesperson. This means offering advice, sharing expertise, and suggesting solutions that best meet the prospect's needs, even if it means recommending a lesser sale or acknowledging when your solution might not be the best fit. - Follow Up Thoughtfully: Rather than sending generic follow-up messages or pressuring for a sale, tailor your follow-ups based on what you've learned about the prospect's needs and your previous interactions. Thoughtful follow-ups show that you're paying attention and care about helping them find the right solution. - Encourage Input/Feedback: Ask for feedback throughout the sales process, including after a sale has been made or lost. This shows that you value the prospect's opinion and are committed to continuous improvement. Feedback can also provide insights into how you can serve them better in the future. - Build a Relationship, Not Just a Client List: Aim to build long-term relationships with your prospects, regardless of whether they make a purchase. Showing genuine interest in their success and staying in touch (without always trying to sell something) can turn one-time prospects into lifelong customers and advocates for your business. I hope this helps; I wanted to share this with you because this is what I have been seeing from my side of the table. We're here to help. 

Want to build rock-solid client relationships? Then it’s time to stop treating your customers like transactions and start treating them like partners. The difference between a broker who churns through clients and one who keeps them for years? Intentional gratitude. Here’s what I’ve seen work time and time again: Handwritten Notes – In a world of automation, a simple, personalized note stands out. It takes five minutes but leaves a lasting impression. Unexpected Value – A $5 coffee gift card, a book that aligns with their interests, or even a podcast recommendation shows you listen and care beyond the numbers. Proactive Check-Ins – Not just when you need something. Reach out just to ask, “How’s business going for you?” Those little touchpoints build long-term loyalty. Problem-Solving Before They Ask – If you see potential issues on the horizon, let them know ahead of time. Being proactive proves you’re invested in their success. Exclusive Access or Insights – Maybe it’s industry trends, a heads-up on upcoming capacity shifts, or a referral to a trusted vendor. When clients feel like they get more from you, they’ll never think about leaving. At the end of the day, it’s simple: The more value you add, the less likely they are to leave. So, what’s one thing you’ve done recently to strengthen a client relationship? Let’s swap ideas below. 👇🏼 Want to dive deeper into client retention strategies? Catch the full episode of Elevating Client Relationships and Retention Strategies on the podcast. Apple: https://linktw.in/QSvdwB Spotify: https://linktw.in/sAKHvt Youtube: https://linktw.in/SaiOZm #Logistics #Sales #ClientRetention #BusinessGrowth #FreightBroker #CustomerRelationships #Leadership #VeritasLogistics

In companies I worked for, trust-building strategy was lacking for years. Every time we tried to engage with prospects, we missed the mark on trust. "You're not transparent enough." "Your roadmap is too vague." "Your metrics feel inflated." I'm happy to say that through a combination of pricing transparency, realistic roadmaps, and authentic metrics, They greatly improved trust with clients over the last few years. But I'm still always on the lookout for new techniques. Today, I want to share some of the best ones I've ever found. It's simple: 1. Be upfront about costs. Eliminate hidden fees and potential add-ons. 2. Involve customers in your development process. Share your product roadmap and gather feedback. 3. Share real case studies, including challenges faced. Authenticity resonates more than inflated claims. For example, if you're planning a new feature, rather than keeping it under wraps, Share your plans and ask for customer input. This builds trust and shows you value their opinion. Remember: 86% of consumers say transparency from businesses is more important than ever before. Give these strategies a try, and let me know how they work for you. Want more insights on building trust and driving sustainable growth? Subscribe to my newsletter (check my featured section or link at top of profile) for the full scoop dropping tomorrow!

After spending some years in client engagement, I've put together some of detailed handbook, which includes some outlines key steps - Engaging with clients is about more than simply closing deals; it's about getting to know them as individuals and being there for them along the way. Step-by-Step Process. 1. Care for Your Client: Build relationships by showing genuine interest in their needs and challenges. 2. Help Your Client: Act as their primary contact. Provide support and solutions to any issues they run against. 3. Ask Discovery Questions: Engage in meaningful conversations. These questions reveal additional needs that might not be immediately apparent. 4. Complete Upsell & Cross-Sell: Identify opportunities for upselling and cross-selling based on the insights gathered during your discussions. Typical issues - Ignoring Customer Needs: Ensure you're not merely pushing a sale. Actively listen to comprehend their particular needs. - Failing to Ask the Right Questions:Avoid generic questions. Customize your questions to have a better understanding of what they actually need. Pro Tips -Be Patient: Building trust takes time. Don’t rush the process. - Follow Up: Maintain communication after the initial conversation. This shows you care and keeps the door open for future opportunities. FAQs - How can I improve my questioning technique? Practice open-ended questions that encourage dialogue. - What if a client is hesitant to share? Build rapport and create a safe space for open communication. P.S. Love and Care of Customers