The eCommerce industry is highly competitive nowadays! The increasing competition in eCommerce businesses demonstrates the significance of trust and customer allegiance. So, without trust, you can’t make leads and drive your eCommerce sales.
Are you wondering how to obtain repeat business and boost your brand fidelity? It will be challenging if you’re not accountable for your business decisions. Although you can’t instantaneously develop trust with your customers, some major steps need to be followed to boost customers’ confidence in your brand.
As online shopping is gravitating with people of any age; hence, offering user-friendly navigation, showing the trust certificates and testimonials, and keeping accessibility features on your site are the best ways to increase the confidence and trustworthiness of your customers.
However, below are the top 10 actionable tips and tricks to strengthen your eCommerce marketing strategy and boost your customers’ trust and sales. Let’s get started!
What is the impact of Customer Distrust on an eCommerce brand?
With the surge in online competition, if existing customers feel your website is deceptive, they will quickly hop on the competitive sites. So, it leads to an escalation of abandoned carts. However, in 2020, 69.8% of digital shopping carts were abandoned without finishing the purchase.
No eCommerce seller prefers high cart abandonment rates as their marketing endeavors, and ad spending gets wasted on bringing in visitors who don’t rely on their offering. Hence, it results in a low ROI and conversion rate.
Besides the lower conversion rates, customers’ skepticism can lead to adverse word of mouth and reviews that can shatter a brand’s identity. However, with the evolution of online forums and social media, it’s hassle-free for the customers to voice their opinions; so others don’t get trapped into the false promises of an eCommerce brand.
10 Proven tips for Building Trust with E-Commerce Customers and Boost Sales
As online shoppers encounter these uncertainties, they only want to purchase products from those vendors they believe. Below are the 10 absolute tips to boost trust with an eCommerce customer and make great sales.
1. Buy SSL Certificate for Cyber Security on your website
Ecommerce customers always want the best shopping experience from the sellers. However, they will only obtain the best shopping experience when you value the website’s data security and customers’ shopping privacy. Therefore, using credible badges, such as buying SSL Certificates issued by certified sources, will be a significant way to reinforce the confidence of your customers.
However, for full-fledged authentication and security, the website needs a strong authentication and security. For that a site should go with OV SSL certificate in which the CA thoroughly checks business existence and provides a better encryption. It provides a maximized trust with the propagated validation process of corroborating the company details of the site. Therefore, this certificate adds a supplementary layer of credibility for the eCommerce customers to transact with your company confidently.
2. Nurture positive word of mouth for your eCommerce brand and products
21st-century’s customers count heavily on each other’s opinions to make purchase decisions. For example, they look at the business review websites to assess the company, see the product ratings, or ask their social media buddies for product suggestions. Moreover, various customers would rather believe their pals or sentiments than the ongoing promotional videos and ads.
Hence, you must nurture positive eWOM for your eCommerce brand by offering high-quality services or products, engaging with them, and providing quick and efficient customer care services through their preferred channels.
3. Provide Convenient Delivery
Convenience has always been the key to trust! Hence, besides offering home delivery, it would be better to aim for offering to pick up in-store and buying online facility whenever possible. As per recent research, 79% of the customers say pick-up in-store facility is crucial to the eCommerce consumers.
Such a strategy that emerges have assisted some eCommerce businesses in the outbreak of COVID-19 too! For example, BJ’s wholesale features 300% digital development year-over-year to let customers pick up online orders in-store. Hence, by providing the customers additional layers of convenience, you’re more likely to retain their trust and safeguard your business in the future.
4. Be reachable to your customers
The eCommerce customers have faith in those brands, which provide quick responses over myriad communication modes, such as phone calls, chats, social media, and email. Therefore, instant replies to your customers’ questions will increase their confidence in your eCommerce brand.
Also, those eCommerce businesses that support hassle-free return and exchange policies are highly valued. Usually, there will be a major need for returning or exchanging items bought online because of some mismatches or damages during transport. Hence, when an eCommerce brand takes immediate action on such issues, it will obtain consumers’ trust more easily, which will boost its sales and ROI.
On the other hand, consumers are also inclined to know the after-sales services or support. So, the eCommerce companies that support them with issue resolutions even after selling the products are considered reliable.
5. Show Vulnerability to your Customers
The eCommerce brands must use the right blend of validation and vulnerability to engage their customers and boost trust. “Vulnerability” is a buzzword, sharing in steady-minded tones among words like “genuineness” and “appreciation.”
But sometimes, it’s difficult to practice vulnerability in design. To achieve this, you need to tone down the polish, which doesn’t imply accepting typos, but you may go ahead with the soft launch, like new products, share and label sites, and apps in beta.
This is how your consumers will know the team behind your successful brand is working to build something better for them. However, in further beta launches, it’s recommended to accept language which speaks in the first person about the decision-making process.
6. Spruce up Your Website Design
As per the eCommerce consumers, websites having disorganized elements aren’t reliable to buy things from. Therefore, you need to ensure that your eCommerce business website is updated, professional. Furthermore, your online consumers must navigate your site easily and find their desired items.
Therefore, you have to organize your product and give detailed and precise information on your site. Lastly, you need to search for the dead links and eliminate them to ensure all the details consumers obtain on your website are updated and trustworthy.
7. Demonstrate your Social Media Links
Another best-in-class way to boost consumers’ trust is to include links to your social media accounts. While visiting your social profiles, the consumers will check if other people are interested in and immersed in your business.
It will demonstrate to the potential customers that you’re an active organization. They will be assured by knowing what your eCommerce brand represents. If you opt for linking to your social media, make sure those are reachable. It will do more harm if you keep sending those social media links you haven’t used in years!
8. Set up a Strategic Content Marketing
Quality content development can incorporate enormous value to your eCommerce brand image by luring new customers and engaging with the current ones. First, however, the content must be thoroughly researched to fill industry gaps.
You can claim your domain expertise on the subject by proposing insightful and uniform content in blogs, articles, webinars, and podcasts. Hence, these will boost your brand’s credibility and ensure a sense of faith in your eCommerce brand.
On the other hand, videos are the best ways to enlighten your customers on how to install or use the products. So, with reliable and genuine content, you can showcase your thought leadership in your industry.
Never try to copy articles from other websites, which is a punishable offense. Not only will Google penalize you for plagiarized content, but also it will be a big infringement of faith if your audience discovers it somehow.
9. Incorporate Trust Badges and Confidence Messaging
Mainly identified on the website’s homepage and in the website’s footer, trust badges and confidence messaging can instantaneously develop trust with random visitors. Similarly, the restaurants showcase food hygiene details; these trust badges mirror that the authorities have verified your site.
Therefore, the confidence texts on the homepage and across the customer journey also reveal to customers a brand’s allegiance to offering top-notch service. You can opt for 3 of your favorite’s USP to flaunt, which show how you move above and beyond for your consumers. However, anything quality-oriented, such as shipping, service, and guarantees – all help bolsters confidence in your customers.
10. Reinforce Credibility by incorporating the “About Us” page on Your Site
Every customer wants to know the real humans behind the virtual marketplace of eCommerce. Therefore, providing the nitty-gritty information about your company goals, values, missions and visions, team members, and business standards on the “About Us” page will allow your consumers to believe in your online existence.
Apart from these 10 ways of building trust with eCommerce customers and enhancing your sales, other ways are too! Jot down your customer’s valuable inputs and start implementing the things they detest the most from your previous delivery. However, generating loyalty programs and membership concessions are also known to raise your brand value.
Hopefully, the aforementioned tips have satisfied your concerns as an eCommerce brand maker. What are you thinking of? A happy customer can bring thousands of other customers, and you can make millions of sales after providing the right services! However, if you’ve any doubts, kindly comment your question below!