Having a fast and operational website for your online store will increase your credibility. But, picture this. How do you build a relationship with your customers? I want you to think about your customer journey from your landing page to post-purchase. Before we look at how to build customer trust to increase online sales, let’s talk about your customer journey.
In most cases, buyers will go through a series of steps, normally referred to as a sales funnel. The sales funnel helps you map out your customer journey from the awareness stage to the consideration stage through the decision-making.
Now, during each of these stages, building customer trust and brand awareness is critical. When customers trust you, it is easier to take them from one stage to the other.
It does not matter whether you have a physical shop or not, customer trust will help you increase your sales volume. This article will outline how to build customer trust to increase online sales
How to build customer trust to increase online sales
People buy from businesses of people they know and trust. However, a lot of small businesses in Kenya lose sales because of poor customer management. The following tips will show you how to create a customer management strategy that will help you increase your sales:
- Fostering an authentic shopping experience
- Utilizing social proof
- Offering irresistible deals
- Providing excellent customer service
- Optimizing the shopping journey
- Maintaining meaningful follow-ups
Without further hesitation, let’s dive in:
Create an Authentic Shopping Experience
First impressions matter. To build trust with your customers, focus on providing an authentic shopping experience.
According to a study by Bright Local, a significant 60 percent of consumers show increased interest in local search results containing images. In addition, 23 percent are more inclined to get in touch with a business if they display an image.
Start by using genuine product photos that accurately represent the items you are selling. Avoid overly edited or misleading images that may disappoint customers upon receiving their orders.
Transparency is vital in building trust. Be honest and straightforward in your product descriptions, clearly stating specifications, dimensions, and any potential limitations. Honesty fosters trust and sets the stage for a positive shopping experience.
Use Customer Reviews for Social Proof
Positive reviews from satisfied customers act as social proof. This assures potential buyers of the quality and reliability of your products or services.
Encourage customers to leave feedback and reviews after making a purchase. Respond to both positive and negative reviews promptly and professionally. Addressing negative feedback demonstrates your commitment to customer satisfaction and helps potential buyers make informed decisions.
Create an Irresistible Offer
Online shopping can be intimidating for some customers due to potential risks. For instance, customers are afraid of receiving a product that doesn’t meet their expectations.
Offer an irresistible guarantee, such as a “pay on delivery” service, or a transparent and hassle-free return policy to mitigate these concerns.
An attractive offer gives customers the confidence to try your products or services without fear of losing their investment. This act of goodwill showcases your commitment to customer satisfaction and builds trust in your brand.
Provide Excellent Customer Service
Customer service goes beyond merely answering inquiries. Instead, focus on understanding your customer’s needs. Go the extra mile to assist them in finding the right products that solve their problems.
Actively engage with customers through live chat, email, or social media. Train your support team to be empathetic, attentive, and knowledgeable. Building a reputation for top-notch customer service establishes trust and keeps customers returning for more.
Also read: Are referral programs worth it in Kenya?
Create a Great Shopping Experience
Optimizing the shopping experience is crucial for building trust and fostering loyalty. Map out your customer journey, from the moment they land on your website to post-purchase interactions.
Personalize the experience by recommending products based on their browsing history or previous purchases. In addition, streamline the checkout process to minimize cart abandonment and ensure a smooth and secure transaction.
Simplifying navigation and providing a user-friendly interface enhance customer satisfaction and confidence in your brand.
Follow Up with Your Customers
Establishing a lasting relationship with customers requires consistent communication. Stay in touch with your customers through email marketing, and other messaging channels.
Send updates on new products, special offers, and exclusive discounts tailored to their preferences based on their previous purchases.
Personalized follow-ups make customers feel valued and reinforce the trust they have in your brand. Remember to respect their preferences for communication frequency to avoid overwhelming them with messages
Conclusion
In conclusion, building customer trust is an indispensable aspect of running a successful online business. These six tips will help you cultivate a strong foundation of trust with your customers, leading to increased sales and brand loyalty.
Authenticity is key in the digital realm, so prioritize providing a genuine shopping experience with accurate product photos and transparent descriptions. Utilize customer reviews as powerful social proof to showcase the quality and reliability of your products or services.
To alleviate any concerns customers may have, offer irresistible deals and guarantees, such as “pay on delivery” or hassle-free return policies. Excellent customer service demonstrates your dedication to meeting their needs and resolving any issues that may arise.
Optimizing the shopping journey and personalizing the experience creates a smooth and enjoyable process for your customers. This fosters satisfaction and confidence in your brand, encouraging repeat business.
Finally, maintaining meaningful follow-ups and consistent communication keeps your brand in your customers’ minds. Reinforce the value you place on your customers and the trust they have in your brand. You can do this by providing updates, special offers, and personalized discounts.
Remember, trust is not built overnight. It requires continuous effort, sincerity, and a customer-centric approach. These tips will help you lay the groundwork for long-lasting relationships with your customers, resulting in soaring sales and a thriving online business.