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PerceptionUSA

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The whole machinery of eCommerce functions on trust. Customers trust online stores to sell them genuine products, online stores trust customers to pay promptly and sellers trust store owners to give them their due. – PowerPoint PPT presentation

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Title: PerceptionUSA


1
11 Ways to Build Customer Trust in eCommerce
  • A slip from either of the parties can bring down
    the business like a house of cards.
  • Winning and maintaining customer trust is
    critical to eCommerce success. In this article,
    we tell you the many proven ways how you can
    humanize your eCommerce store and make your
    customers trust you more like they will trust
    their near and dear ones.
  • When talking about creating a trusted eCommerce
    business, you need a trusted eCommerce platform
    as well. Ever heard about Drupal Commerce? Well,
    thats the best eCommerce platform that will
    help you make an online store ideal for your
    business type.
  • You might be thinking, how can I trust Drupal?
    Well, sometimes numbers tell the stories.
  • Right? Have a look at the few statistics
    (BuiltWith) on Drupal Commerce since its
    inception
  • Around 40,690 websites are Drupal Commerce
    customers.

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  • 10,523 live websites are using Drupal Commerce.
  • It is the 18th most popular platform among the
    top 10k sites in open Source.
  • It is the 19th most popular even in the top 10k
    sites in the eCommerce category.
  • The Drupal commerce websites contribute 0.06
    among the top 1 million websites.
  • More than 3k businesses are searching for Drupal
    website development services.
  • There have been regular updates in Drupal
    Commerce and its modules, making the customer
    experience better.
  • Be transparent
  • Transparency makes a business inviting to
    customers. As an online business, you have
    literally zero physical presence. The only
    connection your business can possibly
  • maintain is through a digital medium like social
    pages and communities.
  • Hence, the need for business transparency is
    unusually high. As an online store, you can show
    you are a transparent business by showing the
    real people who run the show. Most popular
    brands have relied on an individual to forge a
    humane identity for themselves.
  • Moreover, it is also necessary to have a process
    that customers can easily understand and
    reciprocate. For instance,
  • How quickly can they cancel an order?
  • How long does it take for a refund to take place?
  • How will a returned item be picked up?
  • Will an exchange be delivered for the returned
    goods?
  • These are some places where you can show business
    transparency in online selling.

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2. Dont push it
Its exciting to see people visiting your online
store. It is quite natural to feel an urge to
oversell your products with flashy banner ads and
pop-ups. However, such marketing gimmicks when
done overly are definitely a turnoff for
customers. Keep them simple and subtle. Dont
push it and dont force customers to turn them
down with effort.
Image via A olcdn.com Online advertising, when
done in a minimal way, can receive maximum
results. Serve your customers with targeted ads
that hit their preferences and tastes directly.
Such a mode of advertising has higher chances of
conversion. Also, customers tend to like and
trust such websites more.
3. Show youre trustworthy
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When customers buy products from your online
store, they expect to be provided with genuine
products from legit manufacturers. The biggest
threat to customer trust in online selling is
finding fake or counterfeit products. Web
retailers like Amazon, eBay, Target, etc. are
increasingly migrating to high-def product
images, videos, etc. that give customers a
detailed view of the product they are interested
in. Further, wherever possible display dealer
credentials or genuine product seals that will
instill trust in the minds of customers. Check
out how ExpressWatches, an online store for
high-end watches showcase their genuinity with an
authorized dealer site seal.
Image via vwo Can your store deliver genuine
products? Can it afford to take back counterfeit
products that might creep in? Its a long way
but a surefire way to earn trust if genuine
products can be delivered.
4. Show off
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5. Be easily reachable
There are a lot of eCommerce stores that tend to
go âœintrovert.â It feels almost as if they
are not even trying to sell. Have a few seasonal
and permanent offers? Have something that your
competitors dont. Well, dont hide it. Show off
left right and center. Go aggressive with your
marketing.
According to a study conducted by eConsultancy,
46 of UK customers prefer shopping with online
stores that display contact details prominently.
Defective goods and customer returns are
everyday happenings in the online selling medium.
Customers trust those brands more which makes
things easy for them to return and get
refunds. To facilitate that, they need to know
which is the best way to reach you in case of a
query or issue. Display your contact details like
customer care number, email, live chat, etc.
prominently. Checkout how Lowes makes things
easy for its customers. Their contact page is
clear and well defined leaving no room for doubt.
Image via lowes
6. Show testimonials
Do you know? Customers trust online reviews as
much as they trust product or store
recommendations from their close friends. Online
customer reviews and recommendations have the
tremendous power to influence the purchase
decision of a customer who is sitting on the
fence with a dilemma.
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Also, they are proof that your products are
genuine and have been already purchased by many.
They send strong signals to an interested
customer who wants to know the real worthiness
of a product or service from a user who has
already used it.
Image via P remiumit Solutions
7. Be social
  • Social media has literally become a part and
    parcel of our daily. In China, social
  • messaging apps like WeChat do everything from
    texting to shopping. The bottom line is, as an
    online store you cannot ignore the need for a
    steady online presence.
  • Moreover, studies by BigCommerce has proven that
    online stores with a wide-spread social presence
    enjoy 32 higher average sales than others.
  • Why do customers trust online stores with a
    social presence?
  • It is easy to communicate using social messengers
  • There is a huge community of like-minded users
  • Brands cannot ignore queries or complaints raised
    against them in social circles
  • It creates an equal field of mutual discussion
    for both online stores and customers

8. Build security
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  • One-third of customers refrain from shopping
    online because they do not trust the safety of
    their credit card information. This is despite
    the advent of virtual card numbers and other
    cybersecurity measures.
  • In a way, web security is a huge factor that
    persuades or repels a customer from online
    shopping. If your website is protected with an EV
    SSL certificate, then it will have all the trust
    signals that customers look for before deciding
    to take a step inside.
  • These trust signals that an EV SSL certificate
    can give include
  • A green address bar and a padlock symbol
  • Entity/Website owner details in the SSL
    certificate
  • Trust seals/badges to be displayed on the website

9. Be responsible
  • As a business owner, whether online or offline,
    you are 100 responsible for customer
    satisfaction. Satisfied customers tend to be more
    loyal and attached to a brand than others. And
    loyal customers are 12 times as valuable as a new
    customer.
  • Moreover, winning a new customer in place of a
    few lost customers is not any mean task.
    Instead, it will be easy to win their trust by
    being responsible for their satisfaction.
  • It can be achieved by
  • Providing genuine products as shown and promised
    in the store
  • Respecting the time and money your customer
    spends on your products
  • Caring for their concerns and answering all their
    queries before and after-sale

10. Be consistent
In business, there are approaches to getting
noticed. Giving high importance either to the
quality or quantity. When you are consistent in
your approach, customers know what to expect
from you.
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They know what you serve the best inexpensive
products at affordable prices or branded
products at a premium price. By conveying your
brand message clearly, you will have the right
segment of customers coming for your
products. Otherwise, there will be a mix-up
causing customer dissatisfaction and unnecessary
tainting of business reputation.
11. Seek feedback
  • Dont you want to know what customers feel about
    your products and services? What if they have
    some suggestions that can transform your brand
    completely?
  • As Jack Ma, Founder of Alibaba quoted once,
    Opportunity lies in the place where the
    complaints are. If your customers have
    complaints or any pain areas where
  • improvement is needed, be the first to take
    action.
  • Be proactive in taking remedial actions that will
    make things easy for your customers. That will
    go a long way in making your customers trust your
    brand more.
  • In the introduction part, we told you to consider
    Drupal Commerce to set up an online store. Now
    lets see why did we suggest you that.
  • Many well-known brands use websites developed
    with Drupal Commerce like Puma, Timex, Lush, and
    Honda Brazil. They even have seen a significant
    increase in sales,
  • and interactive customer sessions. These clearly
    show the effectiveness, still, lets have a look
    at its features
  • Along with thousands of free modules, it also has
    beautiful and engaging themes for every type of
    eCommerce store.
  • It is a content-driven eCommerce website. Content
    marketing is the king of the SEO practices that
    help you in getting traffic.
  • It believes in a headless commerce approach.
    Hence builds websites with utmost flexibility
    and is future-focused.
  • The speed of a website is most important in the
    current competitive scenario. Websites built
    with Drupal Commerce take an average of 2 seconds
    to load.
  • The websites built with it are mobile-ready and
    support multilingual content.

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Summing up
  • Another USP (Unique Selling Point) of Drupal
    Commerce is its security. It
  • provides you with regular security patch updates
    to protect your eStore from theft.

The 11 proved ways on how to build trust in the
eCommerce fieldand the excellent suggestion of
going with Drupal Commerce, will solve all your
related problems. However, always go for the best
Drupal development company like Perception
System as it will provide you the best solution
for every query.
Author Bio
Kunjal Panchal is a Digital Strategist and a
social media geek. She is passionate about
content marketing and strongly believes in the
power of storytelling for marketing. A perfect
day for her consists of reading her favorite
author with a hot cuppa coffee. Find her on
Twitter and LinkedIn.
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