TRUST DRIVES GROWTH
When customers trust your business, they choose you – and they keep coming back. For over a century, BBB has helped businesses build credibility and stand out with confidence. Hawai‘i’s most successful companies prove that earning customers’ trust is the key to lasting success.
TRUST: THE NEW CURRENCY FOR GROWING YOUR BUSINESS ONLINE
Potential customers search for your business online. Before they ever visit your store or call for services, they’re forming an impression based on your reviews, your website and your credibility. Customers today have endless options and what they really want to know is simple: “Can I trust this business?”
Trust has shifted from being a competitive advantage to an absolute necessity. Right now, 98% of shoppers read online reviews to evaluate nearby businesses, according to a BrightLocal
survey of local consumers.
Strong online reputations gain customer loyalty, referrals and growth. But earning trust doesn’t happen by accident. It takes effort, transparency and, often, third-party validation from organizations like Better Business Bureau, which has been helping businesses build trust with their customers for over a century.
WHY TRUST MATTERS
Trust is your business’s most valuable asset. Deloitte found that 1 in 5 consumers spend upward of 50% more money on trusted brands. With so many options, customers need to feel confident that they’re choosing
businesses they can rely on. That’s why companies with strong, trustworthy reputations stand out in crowded markets.
Customers increasingly rely on online reviews and search rankings to assess businesses. In other words, trust is what turns a casual browser into a loyal customer.
HOW TO BUILD A TRUSTWORTHY ONLINE REPUTATION
DEFINE YOUR TRUST SIGNALS
Decide what you want your business to be known for. Do you prioritize customer service, transparency or product quality? If so, these values should shape your communication and online presence, helping customers to easily understand what sets you apart. They should be the foundation of your trust-building strategy. Remember, without a clear identity, your online presence will feel disconnected, making it far more difficult for you to build meaningful customer relationships.
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THE GROWTH CONNECTION
When customers search for your business, they’re really evaluating your trustworthiness. Every positive review, professional response and credibility marker contributes to a reputation that drives growth. In an era in which trust directly impacts revenue, a business that prioritizes building and maintaining a strong online reputation positions itself for sustainable success.
Remember: Trust isn’t built overnight, but it pays dividends every day. Make it easier for customers to choose your business by making it easier for them to trust you.
MAKE THE MOST OF YOUR CUSTOMER REVIEWS
Respond like a pro: Whether it’s a glowing review or a bit of constructive feedback, responding shows you care and builds trust.
Try video: Ask happy customers to share their experiences in short videos; people love seeing real stories, and videos can be more powerful than text.
That trust has helped the company grow its loyal customer base over the years. “Partnering with BBB helps keep us on our toes and always striving to improve,” Williams says. “It’s a win-win for us and for our customers.”
BUILDING TRUST BEYOND THE DOORSTEP: HOW TO TAKE YOUR PERSONAL SERVICE ONLINE
Business is personal in Hawai‘i. Whether it’s a smile at the door or a friendly chat after a job well done, the trust you build with your customers, face-to-face, is what sets you apart. But as more interactions move online, it’s essential to bring that same level of care and attention to your digital presence. The good news? The customer service practices that work for you in person can translate seamlessly into the online world.
Here’s how you can carry over those great in-person customer service habits to build trust and grow your business online.
1. ADD A PERSONAL TOUCH TO ONLINE INTERACTIONS
In Hawai‘i, relationships matter. But relationships don’t just happen in person – every interaction, whether online or offline, is a chance to strengthen the connection you’ve built with customers. When responding to emails, social media inquiries or messages, address customers by name, remember their preferences and offer tailored solutions. These small gestures can go a long way in making customers feel valued, even when you’re not speaking face-to-face. Consistency matters, and consumers expect the same experience across every channel.
2. PRACTICE ACTIVE ONLINE LISTENING
You’re already great at listening to customers when they visit your business. Now, it’s time to do the same online. Being responsive to emails, reviews and social media messages shows that you’re paying attention. In fact, customers who get timely responses on social media are more willing to engage and even spend more; a recent study from Sprout Social, for example, shows a 20% increase in spending for businesses that respond quickly. Listening and responding promptly online will reinforce your commitment to customer service, no matter the platform.
3. FOLLOW UP, EVEN ONLINE
In close-knit communities, following up with a customer after a job or service is a common practice. The same idea applies online. Automated emails, quick surveys or post-purchase check-ins show customers you care about their experience. Those touchpoints are also great chances to encourage customers to leave reviews or testimonials, and to gather feedback. Did you meet customer expectations? Can you identify areas where you can improve?
4. BUILD NEW RELATIONSHIPS WITH YOUR CONTENT
Your website and social media are where customers often “meet” your business for the first time. Just like you’d make a good first impression in-person, your online presence should reflect your values, who you are and what your business stands for. Whether it’s through a blog, video content or customer testimonials, today’s customers value transparency and they’re more likely to stay loyal to brands that provide it.
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5. BE QUICK TO RESOLVE ISSUES
Word-of-mouth matters, and quick resolutions help build a positive reputation. Whether you’re answering emails, responding to negative customer reviews online, or directing customers to helpful resources, resolving issues promptly can enhance trust. If an issue escalates, BBB Accredited Businesses can use the nonprofit’s dispute resolution system to ensure fair and professional outcomes. Plus, customers are looking for reassurance online – 53% expect businesses to respond to negative reviews within a week, according to ReviewTrackers, so staying on top of feedback is key.
6. MEET CUSTOMERS WHERE THEY ARE
Local customers are researching you online long before they step through your doors — whether it’s on Google, social media or the BBB. Make sure your online profiles are complete and up to date. A fully filled-out BBB profile, for example, gives potential customers all the details they need to feel confident in choosing your business.
BOTTOM LINE: CONSISTENCY BUILDS TRUST AND TRUST DRIVES GROWTH
The customer service practices that make you successful in person can be just as effective online. By offering personal touches, staying responsive and ensuring your online presence reflects the same care and services you provide, you make it easier for customers to trust and choose your business. Trust is everything. Keep it consistent across all platforms, and you’ll build a foundation for growth that endures, both online and offline.
3 WAYS YOU CAN MONITOR YOUR ONLINE REPUTATION
YOURSELF — OR LET BBB’S ONLINE TRUST MONITORS DO IT FOR YOU
Keeping tabs on your online reputation is key to building customer trust. Here are three options to stay on top of it:
1. Set up Google Alerts: Receive notifications whenever your business is mentioned online to track customer feedback and reviews.
2. Check review sites regularly: Monitor platforms like Google, Yelp and BBB for new reviews and respond quickly to build customer confidence.
3. Track social media mentions: Use tools like Hootsuite or Sprout Social to respond in real time to customer comments or complaints.
Or, let BBB’s Online Trust Monitors do it all for you. This tool keeps track of reviews, social mentions and feedback across platforms so you can respond quickly and maintain your reputation without the extra effort.
BUILDING TRUST ACROSS EVERY CUSTOMER TOUCHPOINT
For many businesses, the trust built through face-to-face contact doesn’t always translate online. That’s where BBB Accreditation comes in, helping to create a seamless reputation across every platform.
“BBB Accreditation shows customers that you’re serious about trust and transparency,” says Barbara De Lucca, a BBB benefits specialist based in Honolulu. “It builds a sense of reliability; whether customers find you online or visit in person, they know what to expect. That consistency turns trust into lasting loyalty.”
From verified reviews to dispute resolution, BBB provides the tools Hawai‘i businesses need to communicate their commitment to trust, fueling growth both online and offline.
