According to a study carried out in 2016 by eMarketer, 44% of Canadians are still wary of making online purchases. Obviously, many people today buy online; however, it can be difficult to get started. In other words, those 44% of Canadians probably have still never made an online purchase. Here are some tips to build trust with consumers—and how they perceive your company and online store. 

Be specific  

Your products’ features must be readily available online. Make sure that product descriptions are as close to reality as possible. You build more trust with consumers by providing specific information on the maintenance of your products, for example, than telling everyone you have the best products on the market.  

Highlight your security policies  

It is so easy to dedicate a section on your website to explain your security policies. This reassures consumers about how you plan to protect their personal and banking information. You don’t have to display this information on every page of your website; however, make sure that it is available in the section of a customer’s shopping cart and during the payment process. 

Ditch the Comic Sans MS

If your website is not up-to-date from a design and usability perspective, your credibility as a business will be impacted, thereby inciting already suspicious consumers to shop elsewhere. Work with a professional agency to design a modern website with your brand image and attuned to the market sector you cater to.  

Let consumers become your brand ambassadors 

Give your customers the opportunity to leave comments about your products. Third-party reviews are extremely important when people buy online. Oftentimes, consumers decide to purchase a product after having read online reviews. Furthermore, make sure you are active on social media so that consumers can interact with you on the products you offer. Nothing is worse than having social media accounts with very little updates. People will think you are no longer in business!

Keep people informed!

Make your website useful by providing practical information on your products and how to use them. When you shop at a brick-and-mortar store, sales representatives do the work, but on the web, you need to design an engaging experience for visitors. Create a blog, develop short videos, leverage the power of social media…there are so many online marketing opportunities you can take advantage of!

To achieve ecommerce success, you must ensure that consumers enjoy shopping on your site. It has to be fast and simple. In addition, building and maintain relationships with your online customers is key. Develop an end-to-end communications strategy to drive traffic to your website. Sending out newsletter and investing in a CRM can also greatly contribute to your ecommerce initiatives. 

Sources

Braisier, Anaïs. Commerce en ligne : encore beaucoup de progrès à réaliser. http://www.infopresse.com/article/2016/4/5/lionel-pardin-le-commerce-en-ligne-n-est-pas-encore-si-evolue-que-c. 5 avril 2016.

Acomba. 10 conseils pour gagner la confiance du consommateur dans le e-commerce. http://www.acomba.com/blogue/10-conseils-pour-gagner-la-confiance-des-consommateurs-dans-le-e-commerce/. 29 avril 2015.

Eha, Brian Patrick. How to Get Customers to Trust Your Ecommerce Business. https://www.entrepreneur.com/article/231437. 12 février 2014.

Wise, Greg. 7 Ways to Inspire Trust from Ecommerce Customers. Hubspot. https://blog.hubspot.com/marketing/inspire-trust-ecommerce-customers#sm.0000r1wkybiqsdno10co3a8qlcg3j. 29 juillet 2015.

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