How To Build Trust with Online Customers
As a social/ e-commerce business, consumers will only patronize your brand if it gives them a trustworthy impression. This is because transacting online, including social media, raises the risk of being defrauded, having personal financial data tampered with, and so on. As a result, customers apply extra caution and are more critical when deciding on a purchase.
So, here are 3 tips to help you build trust with e-commerce customers;
- Be Transparent
- Consistently deliver value
- Get endorsement from bigger brands
1. Be Transparent
One of the reasons people love shopping on social media or through websites is because it is convenient. However, one of the challenges customers face is that the pictures of the products displayed are different from the actual items delivered in terms of size, color, fabric type, and other specifications. Customers take this very seriously.
You should take extra care to make sure that the information about the product is detailed, relevant, and clear. Emphasize points that the customer needs to make an informed purchase decision. A good tip is to walk in the shoes of the customer. Ask yourself “if you were to make the same purchase, what kind of detail would you like to find out?”
Where an item is no longer available or differs in any way, clearly bring all of it to the attention of the customer. Also, if you do not have the capacity to handle the customer’s request, politely decline. It shows integrity on your part. You could go the extra mile by referring them to other trustworthy sources. Doing otherwise will raise doubt and suspicions of fraud.
2. Consistently Deliver Value
You are as good as your last review and so, you cannot afford to slack on consistently delivering value. Disappointing a customer will make them hesitant about transacting with you again because they will assume your brand lied about the values it represents.
Ensure that you continually deliver exactly or above customer’s expectations. If there are any reasons for which you will be unable to meet up as promised, promptly explain before delivery becomes due and suggest appropriate alternatives.
3. Get Endorsement From Bigger Brands
Bigger brands already have goodwill from customers and an established brand name. As a small business, being endorsed by bigger brands means you get to ride on their reputation.
This is necessary because customers are generally wary about purchasing from small brands. But when a larger brand that they consider credible endorses you, it bridges that gap and helps them trust you more. In other words, an endorsement from them gives you a “pass mark” in the eyes of the customer.
It could be in the form of them listing your business as one of its trusted suppliers or collaborating with your business on promotional or other campaigns. Seek out opportunities to form such alliances with big brands that share the same values as yours and maximize it.
For example, if you are a merchant on the GIGL Class Plan, we can endorse you. This will guarantee your services & products to existing and potential customers, give credibility to your business and ultimately boost sales for you. There are other additional benefits you can take advantage of like a fifteen percent (15%) discount on local shipping fees, ten percent (10%) discount on overseas shipping fees, priority shipping, free insurance cover, and lots more.
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Trust takes time to build and is hard to regain when broken. Give your business an edge by collaborating with larger brands, sticking to your brand values, and putting the customer first.