Online environments lack the human-to–human contact required to build trust – the kind that encourages “immediate buy” leaps in faith. Potential customers can be hesitant about shopping online due to the seemingly endless number of options available. They may even choose to shop elsewhere if they feel mistrustful.
Businesses that are trustworthy can influence online shoppers’ purchasing decisions and help them gain credibility. Higher trust levels for online shoppers and lower perceived risks of the site will increase the likelihood of them purchasing. We will be discussing seven trust-building strategies that online stores can use to build customer loyalty.
1. Your company’s story should be told in an engaging and detailed way.
To reassure visitors that your company is legitimate, it’s best to allow them to get to know you personally. You can tell shoppers about your company and what you sell. This can be done on your website, your “About Us”, social media pages, and in all communications with them. These are just a few of the many ways that you can tell your brand’s story in a compelling way.
Your “About Us Page” page should be expanded: This page is often the first stop for a potential new customer on their journey to purchase. This is your opportunity to be authentic. It is important to explain your company’s “why” and “what it means”. Talk to your mission statement and show the human side of your company. You’ll be more likely to attract people with similar values by being open with your prospects. These are the values they will be looking for when they give you their business. Although your brand may seem polished and unapproachable, it can be easier to make your company more human by showing them the people and places that you work with every day. This transparency can also help to build trust and connection with potential customers. You can show candid photos of your family members, videos showing “how it’s made”, or tour your office, warehouse, or workspace. This will help you to emotionally connect with your customers. Customers will be more likely to purchase if they feel connected with you brand. Your words are the best way to start. Then, focus on making your website as relatable as you can. Try to write as if you were talking to a friend. Open communication is key. This means that you are willing to share the difficulties and core values of your business as well as the things you learned from opening it.
2. You can display security badges, trust seals and legal assurances.
Do you want to make it easier for customers to give their payment and personal information? Online shoppers are often concerned about the security of their sensitive information. This concern can be overcome by clearly communicating the security measures on your website, such as PCI compliance and SSL certificates. Customers will also feel more comfortable trusting you with familiar names.
PCI Compliance: Merchants must comply with PCI regulations to legally accept credit cards online. Combine your PCI compliance with a strong point of sale system to draw attention to your efforts in protecting your customers’ sensitive information. SSL Certificates: An SSL cert creates an encrypted connection and authenticates a website’s identity. An SSL certificate can be used to show your customers that you care about protecting their data. Although not all customers will review legal documents, it can help to create an atmosphere of trust. You can be trusted to adhere to the terms and conditions of the ecommerce deal. Privacy policies, terms and conditions are readily available.
3. Clearly and accurately present product offerings
It is unlikely that shoppers will trust you to deliver a high-quality product if they aren’t able or willing to understand the details of what they are buying. It is important to ensure that your products are displayed in a way that answers as many customers’ questions as possible using digital formats. These are the steps you can take to ensure your products look appealing and still trustable to customers.
Product videos make products easier to find: Even if your brand has gained trust, customers may still have doubts about buying the product. The product videos give customers the opportunity to see your product in a 3D environment. This allows them to get a better understanding of how it will fit their needs. A product video can help you position your brand in a more credible light. Manufacturers provide high-resolution images of their products. However, you can take your own photos to add details, action shots and other options that may be useful to shoppers. Additionally, you can ask customers to submit their own photos–user-generated photos show that you have a satisfied customer base, which helps build trust.Write quality, detailed descriptions: Trust isn’t just about seeing the product you’re ordering–it’s also about knowing its specifications. Avoid giving vague or unclear descriptions that could turn off potential customers. It is important to describe products clearly (a practice that can improve SEO rankings), and include any details about materials, construction or technical specifications that might help customers choose the best product. You can build trust with your customers by providing more information than you give them. It can help your store’s SEO and do exactly that. You should start by anticipating, then address specific questions or objections. To identify the themes that you should address, consult your customer service team. Don’t miss this chance to ease your purchasing anxiety.
4. Allow customers to rate and review your products.
No matter how appealing your product descriptions may be, customer reviews are more important than any compelling copy. Customers will trust reviews from customers who are like them more than companies that are after their money. They also tend to research the company before making a purchase. You should display recent reviews on your product pages to make sure you are visible. Otherwise, you might lose out on potential buyers who may be looking for feedback to help them feel confident and trusted in your brand.
Try these suggestions if you are a new store struggling to get more ecommerce reviews
Contracting with third-party review providers to help secure and organize your feedbackDelighting loyal customers with discounts and special rewards that nurture your long-term relationshipsLeveraging email marketing software to incentivize positive product review shortly after a purchase is madeAttracting reviews on your social media channelsEnabling ratings and review features directly on your siteProviding unmatched customer service
Don’t just show positive reviews. It can evoke suspicion and customers will be able to see how proactive you respond to problems. Trust can be built by being authentic in your reviews, even if they aren’t always positive.
5. Allow shoppers to easily communicate with you.
Customers will feel more at ease ordering from you if they can reach you with any questions or concerns. Transparency will help you build trust with your customers. Clarifying doubts and answering questions throughout the shopping process can help shoppers make a purchase decision. These strategies can be incorporated into your website:
Clear contact information: Include a “Contact Us” page with your business’s physical address and phone number. Don’t obfuscate your contact information–that will just make you look like you’re trying to pull a quick one on your buyers.Give customers multiple places to reach out: Some customers only feel comfortable reaching out using a certain channel, and some will only feel comfortable if they can get ahold of someone immediately, so make sure you offer as many contact methods as you can that will work with your team’s infrastructure.Provide a live chat option for on-the-spot help: This allows you to provide clarification and assurance responses in real-time. This can prove to be a valuable tool for a buyer who isn’t sure if doing business with you is safe. This helps to get the relationship started and allows you the opportunity to nurture it as they make their decisions.
6. Communicate clearly with customers and be proactive.
It’s also important to communicate with your customers both proactively and reactively. This is best done by communicating with customers about updates to your business and any other policies or updates that may affect them. These are some ways that you can communicate positively and effectively with your customers.
To reduce errors, hire a copy editor: A customer who sees obvious grammatical mistakes and misspellings immediately puts your credibility in doubt. You can’t trust the bigger mistakes if you don’t correct them. You might even be found out by them that your sloppy writing is a precursor to poor products or services. Many merchants hire a copywriter to correct their site and communicate with customers. Grammarly, a free Chrome extension, can catch errors that aren’t obvious to you. Your ecommerce solution should provide clear confirmation to customers that payment has been received. Otherwise, they will be left wondering where their hard-earned cash went. Follow up with your customers at each step of the delivery process to ensure they don’t wonder how long it takes for their package to arrive. Provide tracking information and set triggers to notify them when the order is ready for delivery. This will help you to be a trusted source for industry knowledge. You can position yourself as the trusted brand when people search for products and services in your industry by producing quality content such blog posts, guides, research, etc. If you provide the information they need online, shoppers are more likely to return. You can get more search engine traffic if you create content that is diverse. This will increase your chances of being found by search engines. It is also a key factor in convincing new customers to buy. A clear policy that allows for returns and exchanges is a key factor in convincing shoppers to buy from you. Full refunds are a great way for indecisive buyers to feel at ease. It shows that your customer satisfaction is more important than your bottom line. Make sure to advertise your return policy on multiple places on your website so it is easily accessible.
7. Offer samples and trials for free
They will come if you give it away. People love free stuff. If you’re so confident in your product, that you give it away before you spend any money, customers will notice how passionate you are about your products and associate that with you.
Some products, such as food and cosmetics, can be easily repackaged in smaller containers. Customers will be more inclined to buy in large quantities if they see how appealing it is. Trials are a great option for service-based businesses. These trials allow potential customers to try your products in a relaxed environment. This creates familiarity which is closely linked to trust. This is where the trick lies: make sure that samplers become consumers, or at the very least promote your brand. Ask for reviews in return for samples.
Influencer marketing is a great way to reach specific markets with your samples. Distributing freebies at trade shows and conferences can also be a great way to reach large numbers. Make sure that the recipients know where to find you online if they are ready to purchase more.
It can be easy for online merchants to get lost in marketing or operational details, and forget the basics. Trustworthiness will help you build a loyal customer base, protect your financial assets and increase your revenue. These actions can be put into practice to see your customer base and faith in your business grow.
By: Volusion Staff
Title: 7 Ways to Earn Customer Trust for Your Ecommerce Site
Sourced From: www.volusion.com/blog/ways-to-earn-customer-trust-for-your-ecommerce-site/
Published Date: Mon, 04 Apr 2022 15:05:00 GMT