How to Gain Customers’ Trust Online

September 8, 2016

Let’s face it, online shopping is considered the ‘norm’ these days. However, removing that traditional interpersonal factor means business-owners are faced with the challenge of building solid trust pillars with their customer base. When you have a physical brick-and-mortar presence, you can showcase a clean and organised storefront, a healthy stock of products, and a friendly staff base. The digital world, on the other hand, is much more limited in its opportunities for businesses to create strong connections with their customers.

By showing vigilance in a few key areas, businesses can build that customer trust they need to boost their reputation and convert browsing to sales.

Create brand humanisation via your social media channels

While your mobile app and website should harness a professional manner, your social media platforms give you the freedom to be a bit more casual. Browsers view channels such as Facebook and Instagram as places to engage in conversation, and businesses can use this to their advantage. If you’re a corporate agency, a few behind-the-scenes snaps are a great way to show your company’s personality. If you are in the hospitality or fashion industry, you might want to try reposting your followers’ images and tagging them, therefore creating that sense of mateship.

Provide client testimonials

Consumers relate to other consumers; therefore, they are much more likely to listen to someone who has had an experience with your brand rather than simply relying solely on your company’s own megaphone. Give your customers and clients the opportunity to provide testimonials – perhaps start off with adding a few written quotes on your website, then slowly progress to video testimonials where users can put an actual face to the customer.

Respond to customer reviews (the good AND the bad)

If you don’t already have a customer review page, you should. Not only are they easy to set-up, customer reviews are vital to establishing your brand’s online reputation while driving web traffic. However, it is imperative that you actually respond to your reviews – if they are positive, simply thank the customer for their feedback and ask them if there is anything further you can assist them with. If they are negative, show your apologies and gently suggest that the customer gets in touch so you can make the necessary amendments.

Fix broken links

A sure-fire way to instantly turn customers off is by providing digital links that simply don’t work. Not only does it paint you in an unprofessional light, it also makes your customers frustrated. Set some time aside to ensure that all links on your mobile app and webpage work properly and direct your customers to their desired pages.

Ensure your contact page is comprehensive, easy to navigate and up-to-date

Last but not least, double-check your contact page. It should be easy to find on your business’s mobile app and clearly set out on your website. In addition to the standard details such as your phone number, email address and location, it’s a good idea to provide online contact forms for your customers to fill out, therefore making your customer service available on a 24/7 basis.