Earning Customer Trust: The Most Important Currency In E-Commerce

Despite online shopping having been the norm for decades now, e-commerce is still growing across the globe. As more and more customers plug online for its convenience, affordability, and innovation, there’s plenty of money to be made by those looking to run an online store. However, trust is still an issue. Given that just about anyone can set up a website or business online, many consumers are a lot more skeptical about the brands they don’t know. As such, earning their trust is vital, but how do you do it?

Visibility Is Legitimacy

Although it’s not the only marker of a trustworthy brand, the more people recognize something, the more likely they are to give it the benefit of the doubt. As such, spreading the word about your brand and improving your visibility through SEO and advertising can build up recognition and trust over time. You can bolster this with legitimacy by featuring in respected publications, blogs, and industry directories, as well. 

Trust Badges And Security Signals

When new customers land on your site, you need to start earning their trust immediately. For one, having a secure site with a visible SSL certificate (indicated by a https URL) should be considered a must nowadays. However, there are other trust badges that you can earn, as well, from industry watchdogs and other bodies that can vouch for the legitimacy and security of your site. Not only can they protect against cart abandonment, but they also show customers that you go out of your way to prioritize and establish safety and transparency.

Dedicate Yourself To Data Protection

E-commerce businesses accept payments and handle customer financial details online, so it’s vital to go above and beyond in showing that you handle this data with care and protection. One of the main benefits of PCI DSS compliance is that you can show customers that you’re adhering to strict requirements on how you store, process, and transmit their data. Customers need to not only trust that you will handle their data ethically, but that you have protections in place that can safeguard them from breaches and misuse. Customers are a lot more willing to take he plunge when they see you following strict industry standards.

The Power Of Positive Social Proof

In reality, there’s only so much you can do to win the trust of your more skeptical customers. Many have their guards up against direct messaging from brands, which is reasonable and even wise of them. As such, you need to work on building positive social proof and finding the advocates within your customers, too. If you’re able to showcase testimonials from pleased customers or highlight positive review scores, then you’re not just vouching for yourself; you’re relying on the reputation and goodwill you’ve built through ostensibly trustworthy practices, as well. Happy customers can be your most effective ambassadors, so don’t be afraid to reach out to them.

Trust is not something you can earn simply or easily. It has to be won through a multi-layered approach that shows the legitimacy and responsibility of your business at every angle. The steps above can help you get started with that.