Nowadays, online transactions and interactions have become the norm, meaning that you don’t just have to gain your customers’ trust in person, but online too! This can present a challenge, as it’s harder to gain someone’s trust when you aren’t speaking face to face, and many Small Business Owners don’t know where to start, that’s why we’ve put together some of the ways Small Businesses can gain customer trust online, which will help to build long-lasting relationships, foster loyalty and drive business growth.
1. A Professional and User-Friendly Website
Your Website is often the first point of contact between a potential customer and your business and if they think anything about it looks sketchy, they’ll jump ship immediately and won’t be back. That’s why it is imperative that your Website is well-designed, visually appealing, and easy to navigate. Making sure that it loads quickly, has clear contact information and provides comprehensive product and service information. You can also take the extra step of including customer testimonials and industry affiliations to gain even more trust from any potential customers.
2. Customer Testimonials
Customers are more likely to listen to other customers than they are to you, but unfortunately word of mouth recommendations can’t reach everyone. That’s why it's essential for you to encourage current customers to leave ratings and reviews on platforms such as Google, Facebook and Yelp, and to write testimonials for your Website and other online platforms. These positive reviews and ratings act as endorsements for your business, helping potential customers feel more confident in purchasing your products or services, they also function as free advertising, saving you money on traditional advertising and marketing.
3. Honesty and Clear Communication
Open and transparent communication is vital for building trust in any situation, and especially between a business and its customers. Due to this, you need to clearly state your business’s values, missions and policies on your Website and be honest and accurate when describing products, services, pricing, warranty, and delivery. To make communicating with your customers easy, provide multiple channels for them to reach out to you, such as email, phone, live chat and a form submission on your Website, and make sure you respond promptly and fairly to their queries and concerns. Also ensure that those providing customer service are knowledgeable, responsive and empathetic to your customers’ needs. This level of transparent communication helps customers feel valued, building their trust in your business. But don’t just stop there! Go the extra mile by following up with your customers after their purchase to ensure their satisfaction, demonstrating that you genuinely care about customers’ experiences with your business. That will go a long way in building their trust and loyalty to your brand.
4. Privacy and Security
Gaining your customers’ trust online requires you to have a professional and user-friendly Website and positive customer testimonials on both your Website as well as social and review platforms. You will also need to maintain consistent honest and clear communication with your customers and a dedication to their privacy and security. By implementing all of these things you can build a strong foundation of trust with your customers, ensuring their loyalty, repeat business and positive recommendations.