Indisputable reality is that if you want to make sales you need to build trust and be patient. According to buySAFE 81% of Online shoppers get concerned a-when they shop on a website that is not familiar to them.
You know what that means, right?
This means loss of sales customers and … I don’t need to go farther
Trust is an important part of our lives and we only can build it by time and being actually trustworthy. This is something that all businesses have to go through.
Also, trust cant be measured by numbers; it is a necessary human connection that everybody deserves.
“Trust takes years to build, seconds to break, and forever to repair.”
That is why we are going through 19 proven methods to build trust.
First impressions could be the most important part of trust. We as humans are great about judging stuff in seconds, and we never forget that first impression. Whether that is a person or a website, we automatically make assumptions about them.
“Trust begins with making a good first impression”
Now what does that mean for you? In the age of mobile this means having a good functioning website across all devices, having a well-designed website (so it does not look like it came out of the90s), having good navigation, easy to absorb content, fast loading speed, rich with images
These little details could create a good or poor first impression. Of course, the site also needs to be fast. Web performance is a hot topic and if your client’s site is slower than Amazon, it will definitely impact first impressions.
And not to forget having a strong SEO could also affect the trust. Why? SEO is the trust factor for google not only you will d-get more traffic This shows that google trusts you and google ranks pages that are trustworthy to customers.
And around 70% of people skip the paid results and click the organic results. The reason is people know that organic search results are the click-worthy ones. You can’t buy people’s trust.
Make sure to nail your first impressions as a first step to build customer trust for ecommerce
Another challenge for you to overcome is the customers’ fear of buying from a smaller business. This is an important part if you are a new business and If you want to convert visitors to customers.
Alex O’Byrne says humans are social creatures that trust the opinions of others and suggests using social proof like customer reviews and recent press to convince visitors of the business’ worth.
Also well written copy and high-quality images can subconsciously trigger trust. Also Danny Richman said-
“Visitors instinctively know that an unscrupulous company is unlikely to invest in good design,”
Ultimately we are more likely to trust more transparent designs like attribution of stock photos and colophons for content. This increases the likelihood to trust the brand as a legitimate one.
When shopping online people have to rely on the images of the products.
Regardless of what you are selling, good-looking photos help build trust and credibility, and it is recommended to really focus your efforts on making your clients’ product images look amazing.
“Since online buyers might not have the option to experience your products in-person, it’s important to draw them in with great product photos.”
In other words, you need to have photo shots of your products from every angle. That is why you should not 100% rely on images from suppliers. What I would recommend is to hire a photographer or get a product yourself and take some good photos with a good smartphone.
4.Empathy leads to trust
“The best way to get customers trust is by showing empathy “
Says Brett Harnet from Teamgrantt. He means that understanding what your customers need and offering them easy to find and easy to observe tutorials, educational documents, helpful materials will boost your trust.
“If we want to build empathy into the UX of our products, we have to imagine and visualize ourselves and others using the products, day-in and day-out”
Building trust with users and clients is the most important task designers face. Says UX designer Rachel Anderson.
She also advises that the first principle designers need to follow to create products that users trust is to recognize that usability and accessibility are the foundations of building trust through design.
She explains that users only will trust the systems that they are familiar with. The second principle is to be on point in your messaging. “Tell users exactly why a page won’t print or load, stay honest and ensure privacy, prices, and policies are absolutely clear.”
“Remember, users will trust products that help them accomplish their goals,” she mentions. “As designers, we have an incredible opportunity and responsibility to build trust by designing products and systems that are accessible for everyone. That’s what I call ‘pixel perfect’.”
Devon Pesing said :
“For the 15 to 20 percent of people who are disabled, trust is a crucial part of using sites and apps”
“If a user has difficulty using a product because they are disabled, they may feel a loss of trust in that product or brand,” she mentions “Using semantic markup and code standards is important for accessibility, but so is the impact on usability. Ambiguous messages, unclear instructions, complex custom controls, reliance on visuals, and inconsistency may be barriers.”
Making accessibility part of your priorities in each stage is crucial for your users.Here are fef resources that can hep you:
- Accessibility for Teams: This site is U.S. government-focused, but provides a great overview of how accessibility fits into different product roles on a team with examples and tools for each role
- Accessibility, Usability, and Inclusion: The W3C’s overview for how to include people who are disabled in workflows
- Seven tips for user testing with users with disabilities: A great intro to doing usability testing for accessibility
Margot Bloomstein highly recommends that in order to engage with potential customers and establish trust you should use a mix of vulnerability and validation.
Vulnerability is actually a buzzword. It is often shared in serious tones among words like empathy and authenticity.
As an example shopify launched multilingual support It is not perfect but it is a reason to delay or an opportunity to launch and get input.
More than beta launches it is important to embrace language that speaks simply and in the first person about decision-making processes.
“Marketing is about values”
This cool quote belongs to Steve Jobs. But how can values spark trust?
Values, vision,mission are actually a bunch of cool buzzwords I admit. But shoving customers that you are in business because you believe and care about something deeply could get the trust of your customers.
Why? Because nowadays there are a lot of “dropshippers” who are in business just to make a quick buck.
Having a vision and mission statement is actually something incredibly attractive and inspiring. Remember you are not after quick bucks you have a mission and a lot more than that.
Another way to earn trust of your audience is to meet customers where they are and move them to your client’s offering is to validate their beliefs, emotions, and experiences.
“You can play a role in rebuilding the trust of your client’s consumers not by ignoring the negative experiences they had, but by acknowledging and validating their beliefs” as Margot Bloomstein said.
As an example America’s Test Kitchen Though the research powerhouse is eager to bring its latest discoveries to home cooks, many articles start by acknowledging their frustration (‘We’ve all been there.’, ‘If you’re not sure where to start, you’ve come to the right place.’).
In How to Use a Digital Thermometer and Never Overcook Meat Again, the shared experience is right in the title; the secret to success resolves in the subtitle.
The Test Kitchen builds on those bad experiences, using common vocabulary and the readers’ current mindsets as points of departure for new ideas and further reading.”
Margot Bloomstein quotes
“Education drives empowerment.”
And if you empower users confidence your brand will get greater trust as the result.
10.Stay patient and consistent
This is crucial if you want to create a successful business.Besides as the business grows, it should invest in internal communications around its brands and values.
A growing brand must know what the business stands for, otherwise they won’t consistently represent it.It doesn’t matter whether you’re a designer, customer support person, marketing specialist, developer, or contractor.
Everyone on the team needs to know what the brand stands for, so they can treat the customers consistently. Consistency over time is the key to earning trust.
Building a business takes time, because earning the customers’ trust takes time. Consistency takes time. No matter what kind of business you are building you should take the long term approach to succeed.
Don’t screw this up by being short sighted!.
Email marketing is really popular among ecommerce businesses and that is for a reason According to Hubspot “78% of marketers have seen an increase in email engagement over the last 12 months” and “Marketers who use segmented campaigns note as much as a 760% increase in revenue” that is a huge opportunity for your business.
But you need to use email marketing the right way otherwise you can break the trust. For example “order confirmation emails” are a great way to increase trust. How?
Sometimes customers might worry about if their orders were accepted or if they were scammed. That’s where the “order confirmation emails” comes in.
These emails are a great way to clear that anxiety that comes with online shopping.
Have you ever seen one of these pages?
Ok no need to get scared from these big legal words. Every website should have these pages on their website. But what are these pages? According to freeprivacypolicy.com:
- Terms & Conditions set out what’s expected from both you and your users. The agreement can be used to manage your users’ activity and expectations, and to protect your company from legal issues.
Yes, maybe most of your customers won’t even need this pages, but they could. And when they do having terms and conditions pages on your ecommerce store will increase trust.
In the “marketing world”, social proof is all about human masses and their views, to create positive connections around your brand.
Statistical studies prove that when it comes to hearing reviews about a product/service as opposed to a company’s description about the same product and service, consumers are 12x more likely to buy. And that is a power that should not be ignored.
Customer testimonials are an awesome way of showing off some social proof for your ecommerce business.
According to BrightLocal 2018 studies consumers read an average of 10 online reviews before feeling able to trust a business. 57% of consumers will only use a business if it has 4 or more stars.
Being featured in media publications is a great way to showcase your products. Also it’s a great way to provide social proof, after all, you’ve been featured in a media outlet and that probably counts for something, right?
It’s a simple matter of tracking publications that talk about you, and displaying logos linked to those write-ups on your landing page. This is going to skyrocket your trust.
Displaying photos of people who took part in establishing the brand can have a big impact for creating a human connection. Using real images of people behind the scenes can also help clear visitor anxiety.
A live chat feature has a great impact on clueless customers because it creates psychological assurance.
But how do you set up this feature? Thankfully there are a lot of live chat softwares that can help you with that.
One of the best marketing strategies out there is content marketing
There are a lot of ways you can use content as an ecommerce business. But the most important thing is that you need to produce content that is truly great and useful to your audience.
Blog just happens to be one of the content types to create. Which means you can create videos instead of blogging if you want to.
The key part of this to educate your audience with high quality content. Besides Blogging can Increase your domain authority which also means more traffic and trust.
Whether you started in a conservative mode or otherwise, ensure that you continue adding customer benefits as your business expands.
As an example, you can provide cash on delivery options starting with areas near your office address or with areas where you are assured of secure transactions. Another case can be having a detailed returns policy.
List all the benefits of your product on the product page, be it cash on delivery, the stock status, return policy, if any, or any other benefit accompanying that product or for which your brand stands out.
Today’s world of misleading privacy practices and fake news, establishing trust on an ecommerce website has become crucial. If you get it right and earn your or your client’s customers’ trust, it can give conversions a powerful boost.
We as humans judge books by the cover. That is the undeniable truth. And this happens within a second, it is not something we can change since covers are made to judge the book.