Five communication tips for fintech – how to raise your trust capital

In the financial sector, the fundamental principle that all businesses are built on relationships becomes clear: trust is the foundation of every relationship. This is why companies in the sector must constantly build and cherish their trust capital. How can marketing communications, especially in a rising fintech company, support this goal?

Companies in all industries face skeptical judgement but addressing it is particularly important in the financial sector and financial technology, fintech. When a client’s capital is at stake, trust is critical, as my colleague Jirimiko Oranen has pointed out.

A brand that inspires trust and is instantly recognizable delivers concrete, measurable value. Achieving this requires that company leadership treats marketing and communications as a prerequisite for the business, not as a supporting function.

1. Build trust in the company as a whole

Trust should be treated as the company’s most valuable asset from the very beginning. Building and strengthening trust requires hard, long-term work. The less well-known, newer, and smaller a fintech company is, the harder it must work to earn trust compared to established players.

The most important task of marketing communications is to accumulate trust in the eyes of a demanding audience. It is not enough to state that services are innovative and secure. The audience must be convinced that the entire company is trustworthy.

Well-planned, consistent marketing communications help potential customers take the decisive step of transferring their funds to the company’s services.

2. Use differentiators to build credibility

Established financial institutions benefit from a long history, large scale, and a widely recognized brand. However, trust does not arise solely from a company’s age or market position.

A fintech company that communicates proactively and carefully, and uses its strengths intelligently, can narrow the credibility gap. Modern systems, for instance, enable smoother services, better reliability, and lower risk.

A growth-oriented company can emphasize lighter bureaucracy, transparency, or modern technology. What matters is tying these differentiators clearly to tangible customer benefits.

3. Frame messages around risks that customers perceive

Regardless of the company, marketing communications in the financial sector cannot be limited to gaining visibility and lead generation. At its core, it’s all about risk communication.

Fintech communications must help potential customers believe that the company’s solutions do not expose them to new risks. Customers evaluate companies based on security, service reliability, continuity, regulatory compliance, and reputation.

This is why every marketing message should reduce friction and uncertainty, not increase it. That requires a full understanding of the origins of customer skepticism and the ability to address them concretely rather than offer vague reassurance. Success demands tangible proof.

4. Convert external validations into trust signals

In the financial sector, authorities, regulations, key industry standards, and audits provide strong proof for trust-building. These should not be treated as dull, purely administrative milestones, but as valuable communication opportunities. A strong communication strategy translates legal and technical details into understandable benefits that simultaneously increase trust capital.

When a company, for example, meets the requirements of significant new regulation, it is an achievement worth bragging about. It is important to show that regulation and compliance are not a necessary evil, but something the company is genuinely proud of.

Alongside hard facts, it is worth explaining what compliance means for the customer and how it protects them. Ideally, this validation is articulated by customers, authorities, and partners.

5. Prepare for crises and difficult questions in advance

An essential part of a fintech company’s reputation strategy is preparedness for crisis communication. The company must create a clear plan for how it operates and communicates when something goes wrong.

In advance, you should document potential questions that customers, authorities, investors, or the media may ask. A well-prepared Q&A document is a handy tool when it contains a wide range of categorized questions, including scenarios that may currently seem far-fetched. Model answers should be clear, precise, and trust-building.

The preparation process forces the company’s management to examine business risks and communication readiness. If the organization hesitates or struggles to respond under high pressure, trust erodes immediately. Crisis simulations provide a particularly strong means for ensuring success.

Building trust capital is not about who’s got the loudest voice or makes the boldest promises. It is about demonstrating an ability to understand customer concerns and to address them consistently, based on facts and with a long-term perspective.

Do you want to ensure that your company is able to build trust capital and communicate consistently even in tough situations? Netprofile helps assess risks, strengthen communication readiness, and turn building trust into concrete action! Leave us a contact request, and we’ll roll our sleeves together with you.