There’s a lot that has been said about trust—that it’s non-negotiable matter, that it’s supposed to be earned and not demanded, and that once it’s broken, it’ll never be as good as before. And who in their right might does not want to be trusted, right?
If you’re an upright entrepreneur, you’d know that customer trust is one priceless and intangible thing you can’t earn with money. So if you’re bent on gaining your customers’ trust and on retaining them, follow these five valuable tips to keep them coming back:
1. Make your website user-friendly.
Sometimes, online business owners can be a little too enthusiastic that they tend to smother their website with photos of all their products, not paying much regard to the design and function. Some even go overboard and use graphics that bear no relation at all to what they’re selling. These things can make the website look unprofessional, desperate even. When discerning customers find it hard to browse your site, it’s likely that they’ll stop altogether and not try again.
Anything suspicious about your website can easily turn customers off, so you need to make sure that your website is truly trustworthy and not just look like it. As such, make it a point that your website has a balanced layout and easy to navigate.
You should also make sure that your website is glitch-free as much as possible, and that it loads easily. To reinforce your brand, you can include a feedback form on your site, paired with a testimonial page so that others can see that you are a trustworthy brand.
Here’s are some examples of user-friendly online clothing store websites:
2. Educate your customers.
If you’re eager to gain the trust of your customers, they, on the other hand, are keen on making a smart purchase as much as possible. That being said, smart customers tend to be more inquisitive when they are interested at buying a product or availing of a service. This is the part where you come in—by providing the answers to their queries.
To help your customers make that informed purchase, educate them not just about what you’re offering but also the industry you are in. Give them the precise details of the product and how advantageous it can be. It also pays if you know how to engage customers and if you’re a good speaker, so brush up on developing those skills.
3. Be active on social media.
For some customers, it’s easier to trust a seller when they see them actively participating on social networking sites. It makes them look more real and it makes them more accessible.
Hence, make your business an account on the primary social media hangouts like Facebook, Twitter, and Instagram and stay on top of your customers’ comments, reactions, and recommendations.
When they see that you’re making an effort to reach out to them even if it’s just online, they will be more confident with making transactions with you. Just do your best to be transparent as much as you can without compromising the integrity of your business.
4. Maintain several secure payment options.
Whether they’ll spend a dollar or a small fortune, the money your customers will spend on your product is money that they earned. This is why it’s highly important that you provide your customers a safe and secure means of transacting.
The good news is that there are now a number of ways to send and receive payments that are not only reliable, but also convenient. A popular choice among many merchants is PayPal as it is one of the most secure means of paying for online purchases. There is also Google Checkout, a service provided by its Internet giant namesake, which is meant to process payments done online.
By using these, you can give your customers peace knowing that their money is in safe hands.
5. Deliver your promises.
This task is possibly the most tedious to do among the list but it sure is effective. No customer wants a half-baked performance, so if you want to keep them, make sure that you deliver your promises as a seller.
Say, for example, that you’re selling a handful of digital cameras manufactured by popular brands and an online shopper orders a black Canon point-and-shoot. It is your duty to give this customer what he ordered exactly, along with the inclusions of the package such as warranty and accessories. Throw in some freebies too, if there are any. You also need to assure that it will be delivered on time and that the item is in mint condition.
The point is when your customers see that you’re staying true to the service you committed to provide, it’s highly likely that they will avail of your service again.
Trust may not be always easy to earn the first time, but if there’s one thing you can be certain, a trust broken is irreparable. And, in your case, as an online business owner, it might mean a customer never coming back. As such, try your best to secure your customers so that you can look forward to serving them another time.