Being trustworthy is of great importance to me. I want my friends, family, and customers, even strangers to feel a sense of trust when they meet me in person and interact with me online. My personal social media accounts are largely private, as I do not want to trust the wrong people with access to my information, photos, and friends. I am always surprised by people who have everything wide open, full disclosure, the ultimate action in trust. Because I value trust so highly, I am also not quick to trust – it is something that truly must be earned. I only follow a few brands on social media for content that goes beyond the occasional flash sale. I appreciate brands that use social media to engage, correct mistakes and wrongdoings, and manage and foster relationships with those loyal to the brand. J. Crew always sticks out to me as a trustworthy brand with a strong social media presence that they use for good.
J. Crew uses each platform of social media to connect with a different user and customer. Their posts go beyond sales and new merchandise, but also encompass a greater lifestyle of casual living. Currently, they are highlighting beach days and summer living. J. Crew has over 1.2 million likes on Facebook and over 259,000 followers on Twitter. The certification and accountability of so many followers makes it easier to give my trust to a company. More than 30 of my friends on Facebook “like” J. Crew. This form or recommendation carries a lot of weight in giving trust away.
J. Crew even has a specific Twitter account simply to interact with customers and ease the pain of returns, deal with issues, and accept praise. Because I am so aware of social media use and CRM through social media, brands that interact with customers regularly, quickly, and efficiently on social platforms already have a leg up in the trust department.
Because J. Crew has my trust, not only am I more likely to shop in their stores and trough their website, but I am also more likely to recommend them to friends. The ease of purchase, the friendliness of the staff, and the level of interaction online are all worth recommending.
I recently had an experience with J. Crew through their online help “chat” window. I missed a flash sale by a few hours, but the woman I chatted with graciously extended it for me, and gave me free shipping! I was quick to share my happiness on social media. After all, what it is the point of everything we are learning if we can’t pay it forward?