7 Ways for Shop Owners to Build Consumer Trust

Like any manager a shop owner has the power to change or create a company culture. Ecommerce these days it about trust, more than it is about low prices.

If used wisely, this power from managers can grow the business, or otherwise close it down. In marketing to sell products/services you need to present them well. So it’s not only about the product you sell, but the perception of the entire service associated with the sale.

This power owners and managers have can entirely change client perception on the brand. Trust-based marketing is about building a relationship with your customers, through trustworthy dialogue and long-term unbiased communication.

Trust must be earned, and how you market your brand is going to either help or hurt your trustworthiness. Certain tactics can make a huge difference when it comes to building trust and growing a client base.  And losing trust can happen so fast, is better to think 100 times before taking some big decisions.

1. Entice first time buyers with promotions

Good deals not only help close the sale, but for new visitors who never experienced your service will help increase trust. A 15% coupon is a great way to initiate a relationship. Add a time limit to the coupon code, because offers that expire quickly help clients decide faster.

Show a personalized popup to get their email and afterwards send out an email reminder with the coupon code. Also offer to give assistance or ask if they need help or time taking their first decision.

2. Reward loyal customers

Your tried and true customers are the heart of your sales, so treat them well. When building and nurturing this relationship, offer generous discounts and deals for their continued support. Birthday emails and coupon codes, special discounts for posting reviews, and gift card drawings for sharing personal product photos all help grow your business and keep customers happy. Social media is priceless advertising. Use it to your advantage.

3. Embrace customer reviews

Accept and make public every review you get from your customers: both the good and the bad ones. Clients appreciate being honest, and bad reviews also have the power to solidify your competence. Do not fear bad reviews, but allow detailed comments to appear alongside them, so they could know what really happened.

Also, use customer reviews to improve the service and grow the business.

4. Offer excellent return policies

Buying online has it’s own disadvantages, like not being able to see, try, test, smell or anything related to products. You have images and sometimes videos of the products, but it’s a different experience than trying it in an offline store.

Customers forced to keep products that do not fit or match their initial tastes will not come back to you.

One small return can lead to a lifetime of sales, think about that.

5. Focus on amazing customer service

I had to order a gift for Secret Santa and the package arrived just in time. On Friday, before the party we had on Monday. So I was happy I had everything prepared, but when I got home to pack the gift, I saw it’s another product.

I knew it was not enough time to return it and have the right one by Monday, but I decided to call customer support to tell about my issue. They accepted the mistake and told me that I could met with one of their colleagues who was staying a few streets away. So he got the right product, met me after the work hours that Friday and exchanged the products.

That’s an example on how things can be fixed quickly.

6. Always admit your mistakes

We all make mistakes. Managers or owners are like any other people, and accepting they did things wrong will not only do good for customers, but for the other employees too. Being in an environment where mistakes are accepted (without salary cuts or public shaming) is where your colleagues will feel better, which means better service provided to your customers.

7. Personalize customers’ experience

Each client is unique, so the shopping experience can’t be different. Making your website feel more personal and more inclined to help every customer solve it’s unique need will not only boost confidence and happiness but immediately turn into an increased conversion rate and more sales.

Building Long-Term Customer Trust isn’t always easy. It takes time, costs money and requires a lot of extra effort. Details also make the difference, regarding to every aspect of an online or offline communication.

Building trust is the best ROI tactic any company could employ. Knowledge is power, so utilize our 7 tips to strengthen your customers’ perception of your trustworthiness.

And do not disappoint your clients, because an unhappy client can tell to other 10 people who will be held back from your brand from the start.

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