Reliability

Reliability is the ability of a brand, product, or service to deliver on its promises and to perform consistently, predictably, and over time. It's not just about proper technical functioning, but extends to the quality of the overall experience, communication, and customer support. It's the cornerstone on which public trust is built.

2. What is it for / why is it important?

Reliability is crucial to turning a one-time customer into a loyal customer and, potentially, an advocate. A trustworthy brand:

• Builds Trust: Trust is the foundation of any lasting relationship. If a customer knows they can trust you, they will be more likely to choose that brand again and forgive any minor mistakes.

• Reduces purchasing anxiety: Knowing that a product will work as expected, that shipping will arrive on time, or that customer service will be knowledgeable eliminates uncertainty and simplifies the purchasing decision.

• Justifies a higher price (Premium Price): Consumers are often willing to pay more for the certainty of a result. Reliability is a tangible value that creates a competitive advantage.

• Stabilize your reputation: A trustworthy company is less vulnerable to crises because it has built up a "trust capital" over time.

3. When is it used / in what context is it useful?

The concept of reliability is universal and applies to every touchpoint between company and customer:

• Product Design: Creating products that are durable, easy to use, and effectively solve a problem.

• Marketing and Communications: Use clear, honest and transparent messages, avoiding exaggerated promises that cannot be kept (zero overpromise ).

• User Experience (UX) and Web Design: Ensuring that a website or app is always functional, fast, secure, and that the browsing experience is smooth and hassle-free.

• Customer Service: Provide fast, knowledgeable, and empathetic support whenever a customer needs it.

• Logistics and Sales: Respect delivery times and terms of sale.

4. Practical example

An express courier promises delivery "within 24 hours." If 99 times out of 100 the package actually arrives the next day, the service is perceived as extremely reliable. This reliability becomes its main strength and reason for customers to choose it, even if the cost is slightly higher than that of less punctual competitors. The same goes for a hosting provider that guarantees 99.9% uptime: its technical reliability is its core business.