How to Increase Customer Confidence in Your Online Store
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Building customer trust is at the core of both marketing and retention strategies. it increases customer loyalty and, as a result, increases sales.
The essence of advertising and marketing campaigns is to increase conversion, which allows you to turn a user who made a one-time purchase into a regular customer. But this is achievable when the client has confidence in the company and is confident in the quality of the product.
Let’s take a look at what tools will help build customer trust.
10 ways to build customer trust
When a person trusts something, they are more likely to defend it and continue to be interested. In the case of a business, customer trust will protect your brand from negative reviews and build confidence that you will always deliver a quality service / product on time.
You shouldn’t be limited to one strategy. Gaining the trust of customers is a long-term endeavor that needs to be supported throughout the years of the company’s existence. Start with these 10 tactics and you can prove to the consumer that you can be trusted.
№1. Think like a customer
Always put yourself in the buyer’s shoes:
● follow the link to the site;
● find the product you need;
● buy a product;
● receive and rate it.
It will make you feel like a client + will be a great tool for improvement because on the way to completing all 4 points, you will be able to evaluate the quality of advertising, website, delivery and the product itself. It is worth analyzing the data and bringing everything to automaticity, so that every step of the client when buying your product is comfortable.
№2. Convenient and attractive website
The design of the site should be simple and form the correct idea of the product, and it should be the main component of the site. Use a readable font and don’t clutter your pages with unnecessary content.
Divide products into categories and make quick transitions between pages. Set up internal optimization like engaging targeted pop ups so that the client does not get lost on the site, but can find the desired product and buy it in just a couple of minutes.
According to a Gartner survey, 77% of B2B shoppers do not trust sites that are difficult to find the information they need. To test how user-friendly your site is, ask customers to complete a survey, analyze it, and tweak it properly. You can also consider creating your own knowledge base so FAQs and helpful information are readily available to your customers. Additionally, integrating an AI chatbot can further enhance your website’s convenience by providing real-time assistance and addressing customer inquiries promptly. Follow trends and update the site as needed.
Follow trends and update the site as needed.
№3. Admit your mistakes
If you sent the wrong product or made an incorrect calculation – correct the situation. Customers tend to quickly forget these moments if the brand has recognized the problem and has done everything to fix it. This situation is more likely to inspire more confidence in the customer in your business and, subsequently, bring them back to your store.
№4. Open up to buyers
Customers want to know where and how their products are made, so it is worth offering them a video tour of the store or workshop. You can also invite them on a live tour. If you run a brand page on social networks, share living stories about the process of creating a product and reflect working moments.
№5. High-quality images and clear description
In order for the client to quickly decide on the purchase of the product, offer only high-quality images on the site. A separate plus will be the enlargement tool, which will allow you to see every detail.
Use only reliable information about the product when describing it. Don’t lie, because this will lead to permanent returns and a complete lack of trust. Describe the products in detail without using vague clichés in the form of “quality”, “powerful”, “beautiful”, etc. Give people specifics so that they clearly understand what the product is and what its advantages are.
№6. Share your brand story
Make your brand attractive to the customer by telling the story of your business. When did you come to the market and why? What inspires you when creating products and why exactly do they deserve attention? These simple steps should be integrated when you create business proposals and marketing funnels to get closer to customers will help them understand you better. In addition, creating your business mission statement inspired by your story is also as important.
№7. Share your customer experience
According to research by BrightLocal for 2020, about 85% of users search for brands through online reviews that customers leave. Motivate your customers to write reviews, offer them a discount or a small gift so that your company will be talked about at every turn. The main task is to collect extremely positive feedback with detailed information. But if you receive negative feedback, don’t despair, it will help make your product better and understand what the buyer wants.
You can display the most attractive ones on your website, blog or social media page so that other users can see them.
№8. Provide easy returns
All customers are afraid that if the product is not suitable for them, they will not be able to return it. This is absolutely justified because not every company guarantees an easy return.
Do not neglect it, simple conditions for returning/exchanging a product increase the level of trust in the brand and increase the chance of re-purchase.
If you have a small online store, use personalization in your communication with customers through a chat app, emails, conversational ecommerce chatbot, and other customer service tools. Congratulate them on their birthday and other important events, address them by name and be interested in their personal life, but only if it is appropriate. Get vanity phone numbers or a landline service for your business if that can help improve communication
№10. Use social media
Social media is a great platform for running a store or blogging about it. Share news on Facebook, Twitter, Instagram, etc., use product advertisements, and engage users with interesting content. For example, keep a blog and share in it all the news, product care rules, and other useful information that may not even concern a direct call to purchase.
Even if the client just reads your blog, there is a great chance that after a while they will order your goods, because they already trust you.
If you put your customer first and build a relationship with them, they’ll respond with trust in your online business. This will lead to an increase in sales and buyers in general. one satisfied client will bring his entire family, friends, and acquaintances to you, if necessary.
It is not difficult to win the client’s trust, it is enough to use the 10 tactics we have mentioned and you will get the long-awaited result.
Nikola Roza is an affiliate marketer and blogger behind Nikola Roza- SEO for the Poor and Determined. He writes for bloggers who don't have huge marketing budgets and who still want to carve out a niche online and a better life for themselves. Learn about Nikola here, or read his blog posts and guides here.