01 July 2021Back to Blog
How to Build Customer Trust in eCommerce
Trust is the foundation of any good relationship. It’s the backbone of good communication and loyalty. Yet many eCommerce businesses are bypassing the steps needed to build customer trust, ignoring its importance to gaining and retaining a customer base. By failing to go the extra mile, many retailers are stunting their growth.
Why is it important?
Consumers are picky. With a vast array of purchasing options available to them, they can afford to be selective. As an eCommerce business, you are vying for their attention and it’s no good asking users to choose you unless you have something to offer. Modern consumers don’t fall privy to gimmicks or flashy adverts. Instead, you need to earn their trust. According to HubSpot, 93% of customers said they would make a repeat purchase from a company with excellent customer service. Build a relationship and ensure customer loyalty so that they come back time and time again.
How to build customer trust
You may already think you have a loyal customer base, but chances are, they’re already looking for the next best thing. As an eCommerce business, it’s essential you refresh your strategy regularly to ensure you are keeping up with your competitors.
Check out the tips below on how you can build customer trust in eCommerce.
Clarity is key
Honesty and trust go hand-in-hand. Make sure you are clear about what your products/services can and can’t do. This isn’t a white lie scenario. If a customer catches you out in a falsehood, that trust is broken. As are any potential relationships with anyone they know. Let’s not also forget about ‘cancel culture’ and the power of social media. Be honest. It’s the key to having your customers believe in you and what you are selling.
Reviews show reliability
When was the last time you booked a hotel without looking at reviews? Our instinct is to check before we buy. Making a purchase is a commitment, after all. Adding reviews to your product pages allows customers to see the full picture and shows how confident you are in what you are selling. Integrating with an eCommerce marketing platform such as Yotpo, allows you to turn your customer content into revenue through ratings and reviews.
Consumers don’t outright trust brands. People trust people.
Share your knowledge
Content isn’t there to just give your search rankings a boost. Your content, whether that be through a blog, social media or even your product descriptions, should aim to serve your customers. You know your products best and sharing your knowledge on how they can be used will earn the respect and admiration of your customers. It’s also a great way to push other products by making suggestions that are similar to or work with the item you are talking about.
Reward loyalty with…loyalty
An obvious choice but one still overlooked by online retailers. Offering rewards for repeat purchases gives your customers an incentive to keep coming back. It’s a successful strategy for building trust and loyalty, which are essential for keeping eCommerce businesses afloat.
Need help with integrating a loyalty scheme? Our team are partners with specialist marketing platforms Yotpo and Smile.io. Get in touch today by calling 0121 369 5874 or emailing firstname.lastname@example.org.