3 ways to build trust in a digital world

The other day I made an online purchase for an item that I would have expected to have been shipped immediately. However, no delivery date was given. I waited and waited and after ten days, I called the supplier, who assured me that the next day they would have a delivery date.

It seemed odd after having waited so long that only after my call they could provide a date the following day. Sure, enough next day I called again, to be told that delivery would be in two weeks’ time. I decided that the delay was unacceptable and cancelled the order.  

It got me thinking about trust.  Given that so many of us shop online, trust is vital. It’s a currency and maintaining it in a digital world has never been more vital. So here are three ways to build trust in the digital sphere. 

“Your online presence is your digital handshake, elevator pitch, and first impression all rolled into one. ”

1. Authenticity in Communication 

In the absence of face-to-face interactions, your words, tone, and digital presence become your handshake. Authenticity is not just a buzzword; it’s the bedrock of trust. Retailers who communicate openly, acknowledging both successes and setbacks, signal transparency. This vulnerability breeds connection. 

2. Deliver on Promises—Even Virtually 

In the digital realm, promises can feel intangible, which makes keeping them even more critical. Whether it's responding promptly to a client email, meeting deadlines for deliverables, or simply following through on commitments made in a Zoom meeting, reliability is the silent architect of trust. 

 3. Cultivate a Strong Digital Presence 

Your online presence is your digital handshake, elevator pitch, and first impression all rolled into one. An unprofessional website, inconsistent branding, or dormant social media accounts erode trust before a relationship even begins. 

 By curating a well-rounded, accessible online persona, we can demonstrate credibility and create a virtual space where trust can flourish. For leaders aiming to build trust, invest in your digital presence—ensure it reflects who you are and what you stand for. Professional design, regular updates, and engaging content are non-negotiable.