Building Customer Trust: A Chat with our CEO

Customers are one of the most important aspects of any business. Building customer trust is not something you can do overnight but it is totally worth working on. It’s proven that an increase in 5% of your customer retention can boost up to 95% of your profits. Beyond retention numbers, around 80% of customers say they would recommend a business they trust to others. Unbelievable numbers, don’t you think?

There’s no doubt that working on building a trustworthy relationship with your clients is valuable. We asked our CEO, Andrés Conejo, about the topic since he has gained a lot of knowledge throughout his career.


Question 1: From your point of view, how would you explain what customer trust is?  

“Customer trust is the faith a consumer has in a company. It shows confidence in a company's commitment to delivering the results they need to succeed. 

This depends on the understanding, respect, and genuine support an organization continuously shows each customer throughout their journey, from the first message they reply to in the early sales stages to the completion of the expected results. This trust is built from day one, by understanding each one of the consumer’s needs and offering a personalized and fair solution with a genuine intention of supporting them to overcome these challenges.

At Mutare we are a customer-centric company, always putting our customers as a priority and striving for outstanding customer service and brand experience.”

Question 2: Why do you think it’s important to build a trustworthy and reliable relationship with your customer/client? 

“Loyalty

When showing your clients that your company is continuously improving and striving to provide the best service possible, they will become your champions, increasing the probability for them to keep doing business with you.

Brand Advocacy

The fact that you are developing loyal customers means that naturally, they will start spreading positive word-of-mouth referrals to colleagues and other businesses that could become your new clients. 

Respect

We are all trying to push our businesses forward. We should always take each and every client very seriously, by supporting them in the best and most professional way possible.”

Question 3: How have you built trustworthy relationships with your clients?

“By adopting a customer-centric mindset within your company’s culture:

• Providing exceptional and valuable customer support

• Being transparent, honest, and always managing expectations

• Asking for and taking into account their feedback

• Connecting with customers in a more profound way”

Question 4: When did you realize the importance of customer trust?

“When you really believe in the mission and the ”why” behind what you do, you immediately understand that the center of any business is the customer, their happiness, and fulfillment.

There is no successful business if there are no happy customers. 

So, the moment I believed in what I do (my mission), and the fact that I invest all these hours of my day in it, it made me understand the importance of customer trust.”

Question 5: How has building customer trust impacted Mutare? 

“It has been a game-changer.

As a young company, we have invested a lot of time and resources in understanding our “why”, values, and mission as an organization. These have led to a customer-centric approach with a priority of problem-solving and support for our clients.

We are also very transparent and realistic with what we can achieve for them, building trust from day one. We are proud to currently have long-term and high-value relationships with several organizations across various locations.”

Question 6: What are three tips that you would share with anyone who is struggling with this customer trust?

  1. Understand and respect your company’s purpose (“Why”): this is why you are in business, and every organization should live to accomplish this.

2. Create a customer-centric culture: “Client is king” and your team should focus on solving their challenges and supporting them in the best way they can

3. Manage expectations, be realistic: Customers value more transparency and honesty than promises that they know are very hard to accomplish.

At the end of the day, building customer trust results in loyalty, happy customers, and a satisfied business. When customers trust you, they choose you, and, ultimately, that’s what we all are looking for as a business. If you’re interested in learning more about the B2B world with us, subscribe to our newsletter here: