Building Customer Trust - PowerPoint PPT Presentation

Loading...

PPT – Building Customer Trust PowerPoint presentation | free to view - id: 1ef47-OGE2Y



Loading


The Adobe Flash plugin is needed to view this content

Get the plugin now

View by Category
About This Presentation
Title:

Building Customer Trust

Description:

Trust is NOT all about logos and seals ... hear other customers experience with your company and will be a great boost to your sales. ... – PowerPoint PPT presentation

Number of Views:973
Avg rating:3.0/5.0
Slides: 26
Provided by: x747
Category:

less

Write a Comment
User Comments (0)
Transcript and Presenter's Notes

Title: Building Customer Trust


1
Building Customer Trust Trust is hard to build
and easy to lose. A single violation of trust
can destroy years of slowly accumulated
credibility Brennan Heyde Web Design
Manager Miva Merchant
2
Overview
  • Trust is NOT all about logos and seals
  • 11 Easy ways to help build customer trust and
    increase sales.
  • Questions / One on One Help and Advice

3
Trust is NOT all about logos and seals.
  • Site seals such as your SSL seal are important
    but not that important.
  • A customer is going to decide whether or not to
    trust your website based on their overall
    experience. This includes things like website
    design, browsing experience, and customer
    service.
  • Dont overlook the details. Sometimes the little
    things can go a long way.

4
Who are these guys?
  • Customers want to know who the people are behind
    the business.
  • Tell your story. How did you get into selling
    widgets online?
  • If you sell your own product, build trust by
    showing your production facility.
  • A detailed About Us section is essential to
    gaining your customers trust.

5
http//www.melissajoymanning.com
6
Credibility
  • If you have recognizable customers or brands SHOW
    THEM.
  • Include seals of approvals BBB, SSL site
    seal, McAfee, BuySafe, Control Scan.
  • Seals that are recognizable and help show that
    you are a real business who cares about your
    customers security.

7
http//www.exitsignwarehouse.com
8
http//www.beau-coup
9
Fair Pricing Fully Revealed
  • Show the total cost including taxes, shipping and
    handling as soon as possible.
  • Customers dont like surprises or hidden prices /
    fees. If you do have other fees let the customer
    know.
  • Build trust by justifying unusually high prices,
    or unusually low prices.

10
http//www.petnetdirect.com
11
Product Reviews / 3rd party Ratings
  • Not only do product reviews help sell products,
    but they also build trust in your site.
  • Potential customers can get the opinions of
    others about your products.
  • Display both pros and cons it helps users make
    a decision.
  • Third party ratings such as Shopzilla allow
    customers to hear other customers experience
    with your company and will be a great boost to
    your sales.

12
(No Transcript)
13
Store Design
  • Potential customers are forming opinions about
    your site the minute they arrive.
  • Make a good impression by having a store design
    that is professional, easy to navigate and error
    free.
  • Remove out of date content, and fix small typos.
  • The design of your site communicates
    trustworthiness just the same as in the
    physical world.

14
(No Transcript)
15
Fix All Technical Issues
  • Slow sites can kill your business. No one wants
    to wait for slow loading pages and will quickly
    abandon their efforts.
  • People tend to trust a site more when it has a
    reliable and responsive server.
  • Biggest technical issues slow loading pages,
    missing images, broken links, server errors,
    internal errors

16
(No Transcript)
17
Clear and Customer Friendly Policy Pages
  • Make sure your policy pages are easy to find,
    easy to understand and reasonable.
  • Make returns and exchanges easy.
  • Offer free returns and money back guarantees to
    build your customers trust.

18
(No Transcript)
19
Allow Customers to Purchase Without Registering
  • Not everyone wants to be a member of your store.
  • What is more important Someone registering or
    the sale?
  • Explain the benefits of registering.

20
http//www.uie.com/articles/three_hund_million_but
ton
21
SSL / Website Security
  • Let customers know your checkout is secure.
    Display a message during checkout.
  • Users looks for a secure connection
  • Provide alternate methods of ordering (Phone,
    Fax)

22
(No Transcript)
23
Ask The Experts
  • You are the expert in your products. Provide your
    customers with a way to ask you questions about
    your products
  • Live Chat can be a great way to build trust in
    your site but also increase conversion rates.
  • Show there are people behind your business.

24
Order Communication / Order Status
  • Tell your customers when they should expect their
    order.
  • If there are going to be delays in their order,
    notify the customer immediately.
  • Order Tracking / Orders Status is a must for any
    ecommerce store. Make sure it is easy to use!

25
Additional Resources
  • Download this presentation the week following the
    conference.
  • http//www.mivamerchant.com/blog
  • E-Commerce User Experience by Nielsen Norman
    Group
  • http//www.nngroup.com/reports/ecommerce/
About PowerShow.com