The digital revolution has handed more power to consumers by increasing choice and information. And in this revolution, it is now consumers who drive the relationship. With so much choice and information available it is no longer enough for consumers to find your site. After all, when they arrive at the website you are still no more than a stranger and there is no need to do business with strangers. In the digital world of scams and skepticism - how do you convince consumers to trust your business? We look at 6 ways you can build trust in your business online.
Customer
Testimonials and Reviews
Like it or
not consumers are now talking online. In
fact, 93% of
consumers said reviews influenced their purchasing decisions. If you can entice customers to give you a video
or written review, they can provide you with one of the best trust-building
forms of content available. However, these
will still garner some skepticism – after all they have likely been orchestrated
and edited by you. Third party reviews on the other hand are more
likely to be considered real and genuine. Reviews on sites such as Google, Facebook or Trip
Advisor, allow customers to define in their own words their interaction with
your business. Linking these reviews to your website and social media will help
to build trust in your business.
Clear
and Visible Contact Information
There is
nothing more frustrating than wanting to contact a company and being unable to
find the information. As well as frustrating
if your contact details are not clear and visible, consumers are likely to question
why. Clearly displaying your phone number and email
in a variety of places on your website and social media gives visitors the
confidence that they will be able to contact you if necessary. Contact forms provide a convenient way for
consumers to contact you, but they rely entirely on you getting back to them
quickly. Having photos of staff and your address easily
accessible also help to build trust in your business.
Be Human
Despite the
digital revolution human contact is still a vital part of building a trust
relationship with your consumers. This
means returning calls quickly and responding promptly to the emails, messages
on social media and forms on your website.
Set up an auto reply on your forms and social media enquiries stating
when you will respond and then stick to it.
Never leave customers hanging, waiting for a response. Human contact is more than just a fast response
– it is also about personalising the relationship. Take every opportunity to be more than just a
brand, take time to answer each request properly and always remain
professional.
Be Open and
Honest
Let’s face
it, the best way to build trust in any relationship is to be open and
honest. By letting your company values shine
through on your website and social media, you are showing your customers what
you are really about. Additionally, offering
consumers answers to frequently asked questions, easy access to returns
procedures and terms and conditions on your website will help to build
trust. It is also important to provide them with
honest and realistic photos wherever possible.
Avoid using stock photos, particularly on product or services pages.
Professional Website Design
With so
many tools available it is now easy for small and medium sized businesses to
build their own websites. And while this
might seem like a good money saving idea at the time, a professional website is
not as easy as it might sound. And 46% of consumers
say that website design is the number one criterion they use to discern the credibility
of a company. Good website
design will:
- be
easy to navigate
- represent
your brand
- be
easy to read and draw consumers to the most important parts
- be
optimized for mobile devices
- be
quick to load
- be
error free
Quality Content
Providing
quality, non-promotional content on your website and social media is a great way
to build trust in your business. Be this via a blog, you tube channel or
hosting a podcast, consumers recognize and respect that it takes time, and some
passion, to produce this content. It
tells them that you are willing to go above and beyond to help them solve
problems or provide them with advice, without asking for a credit card.
We Can Help
At marketelements
we are experts in using website design and social media to build trust
online. If you would like to talk further,
then give us a call.
