Here’s how you build your business’s trust online
Let’s be honest, building trust is the single biggest challenge for businesses, where reputation can make or break opportunities. The move towards digital-first communication brings a fresh set of hurdles. Gone are the days when trust was built over a coffee or a handshake in Santander’s Work Cafe. Now, your website, social channels, and emails do much of the heavy lifting.
But can a business truly build the kind of deep, meaningful trust through screens and online activity?
Absolutely, but it takes more than a ‘like’ and a slick testimonial to make it happen.
Social proof, such as Google reviews, five-star ratings, and social media reviews, definitely helps, but let’s not kid ourselves. Audiences are savvier than ever. We all know that testimonials can be cherry-picked, embellished, or written by someone’s friend. The truth is, genuine trust online takes layers. Trust emerges when people genuinely feel they “know” your brand, even if you’ve never met them face-to-face.
If your digital presence relies solely on proof points and “as featured in” logos, you’re missing what really turns heads and hearts: authenticity, consistency, and openness.
People don’t trust facades; they trust people.
Sharing behind-the-scenes content is a great way to build trust, as it shows the reality of your business. Show your team brainstorming, prepping for an event, or just having a laugh on a coffee run. Audiences want to know who is actually at the heart of your business. This offers the human touch behind those logos and headlines.
Share snippets of your daily routines, what inspires your team, and even the occasional slip-up.
Don’t panic if things aren’t perfect. Your willingness to show real moments is far more convincing than a rehearsed corporate video.
Now, we all know that great testimonials are everything. They’re those golden nuggets you can pepper on your website and in client proposals. However, those two-line soundbites aren’t the most effective testimonials. It’s the longer stories from real customers that can really help. Record short videos of customers sharing why they chose your brand. Capture informal moments after a job is complete or during a handover. Even sharing constructive criticism (and how you handled it) can be powerful. People trust brands that respond well to feedback, not just bask in the praise.
You could invite clients to share a “before and after” story about your service. Or, turn customer Q&A sessions into social posts. If they had questions, chances are your potential clients do too.
Promoting your values is another great way to instil trust. Now, anyone can throw company values on their website. Living those values publicly, however, sets you apart. Consistently communicate your brand’s values through your actions and stories. Show your sustainability practices, charity work, or how inclusivity looks in everyday life at your business.
Highlight your team's volunteering days, share how you select suppliers, or explain your leadership approach.
When you curate social posts, don’t just ‘post and ghost’. Respond to comments, bring followers into your initiatives, and celebrate your team’s wins and milestones publicly.
Trust blooms with reliability.
Maintain consistency in your messaging, tone, and publishing approach. That means sticking to a posting frequency. Don’t be that business that vanishes for weeks only to pop back up when you need to promote “the next big thing.” If someone in Jersey sees your business showing up week in, week out, sharing insights, responding to questions, and championing others, they’ll trust that you’re in it for the long haul.
Finally, remember that trust is a reciprocal relationship. Invite your audience into the story. Run polls, ask for opinions, or reply generously to comments. You should open conversations. Don’t just broadcast messages. By being open, honest, and responding quickly to comments, you can build a community, and a community is at the heart of digital trust.
Like what you’ve read?
Jo Buchanan, the author of this blog, is the Founder and Director of TwitTwooYou Limited, a business growth strategic consultancy centred on getting brands noticed. TwitTwooYou offers smart services to help businesses grow and achieve their aspirations and goals. Want to get your brand noticed? Get in touch for a free, no-obligation chat.
