Online shops are different from bricks-and-mortar stores in a million ways, but both types of business are frequented by consumers who have expectations, concerns, and hopes. Winning consumers’ trust is more important than ever!
10 tips to earn customers’ trust and improve their experience
#1 Provide detailed descriptions of your products
Make sure that your descriptions are as thorough and objective as possible – even if it means mentioning the occasional shortcoming.
#2 Post Your Security Certification
A IPSOS poll identified the six barriers to online shopping most often cited by Internet users. They included fear of being cheated (52%) and concerns about transaction security (30%).
#3 Provide good quality photos of your products
Would you order a product sight unseen? Unless it’s an item which you’ve already bought several times in the past, probably not. Make sure that your photos are of good quality – both in terms of definition (number of pixels) and of the photography itself (angle, lighting, framing, etc.).
#4 Make sure your website looks professional
When it comes to Web design, originality isn’t always the best option. Aim for simplicity and use colours that are in keeping with your line of business. And steer clear of Comic Sans MS font and animated GIFs.
By posting high-quality, informative content (e.g., advice on using your products), online consumers will be more inclined to choose your website. You can include this information in an FAQ or tips section – or even in a blog!
#5 Provide guarantees
Provide further guarantees by stating the general terms of sale and indicating average delivery times. Giving your customers refund and return options will reassure them significantly. Not only will you show that you have faith in the quality of your products, but by facilitating the process, you will encourage Internet users to make a purchase.
#6 Identify yourself clearly
Consumers want to know with whom they’re doing business – especially online. Create a “Contact Us” section which contains your physical address and e-mail address or telephone number and physical sales locations. You should also create an “About” section which allows Web visitors to learn more about your company’s mission, history, and activities.
#7 Make sure there aren’t any hidden fees
If your prices aren’t competitive, you might be tempted to hide certain fees (delivery, administration, VAT, transport, etc.). Fight the urge! A client who feels that he/she is being hoodwinked will not come back and will speak badly of your company.
#8 Let users comment on your products
According to marketing specialist Dan Kennedy, “what others say about you and your product, service, or business is at least 1000 times more convincing than what you say, even if you are 2000 times more eloquent.”
#9 Respect Internet users’ confidentiality
You would probably really like to know how old your customers are, or how they heard about your company. Confidentiality is a very sensitive issue on the Internet. When you ask a customer for an e-mail address, specify that you will not send him/her any advertising without his/her consent. In any case, since this summer you no longer have a choice.
#10 Integrate online and offline inventory
Consumers’ digital behavior affects—and in fact, helps—retail stores today. In reality, three out of four shoppers who find local information in search results helpful are more likely to visit stores. But when that information isn’t available, one in four shoppers say they’ll steer clear of a nearby store altogether to avoid the risk of items not being available. (Google research)
Did you know?
ACCEO Smart Vendor POS software helps build trust by providing a seamless e-commerce experience to your customers. The add-on module for Shopify allows you to share inventory between your online store and your warehouse in real-time so your stock is always up to date.
See how eStore’360 helps you stay in sync!
Article originally published here.