Editor’s note: This is a guest post by Abhishek Agarwal, CEO and Co-Founder of MobiCommerce.
Building a successful e-commerce business is never an easy job. It demands lots of efforts, resources and time to drive quality traffic to your newly launched online store. But, the responsibility of an e-commerce marketer doesn’t end there. Actually, it becomes more challenging from there. Being a marketer you have to ensure that you capitalize on all the visitors driving to your website. If you can’t convert those site visitors into your customers or, at least, subscribers, then all your investment and hard work go ruined.
The future of marketing is much beyond the customer acquisition. Today the challenge for you, as an e-commerce marketer, is to make the visitors converted into subscribers or customers in their first visit to your online store. So, how can you boost your ecommerce business?
How to Get More Customers and Their Trust on Your Ecommerce Business?
Since you’re new in the ecommerce market, you have the opportunity to create and shape your brand visibility and awareness from scratch. Customers have several reasons not trust your website. Here are 5 ways you can build a sense of trust and loyalty in your brand:
Make it Personal
People trust people, not websites. So, it’s very important that your site has a human factor of personal touch. Use your “About us” section to show not only the basic information of your business, but a personal message from the company’s Founder or add a “Meet Our Team” section with names and photos or both. It helps people in connecting with your company and boosts your chance of being trusted.
Deliver on time
Delivering quickly is one of the key value propositions of ecommerce business and usually, many ecommerce companies overlook it. In case you miss the delivery time, you will indeed miss the entire ecommerce service point. Put yourself out to reach on time. Go away extra mile to reach that.
Don’t Wait For Customers To Find You – Instead, Go To Them!
Rather than waiting for someone to pop round your online store, consider joining up and get engaged in forums (or Facebook groups, Twitter hashtags, etc) that your target demographic hangs around. Authentically make your potential customers engaged by giving good solutions, feedback, or suggestions in the appropriate communities. You can, certainly, make mention that you’ve an online ecommerce store, as this is usually a natural part of the conversation that offers your posts authenticity. And also, make sure that Facebook, Twitter, LinkedIn, or forum profiles all incorporate the link to your store prominently listed!
Show that Others Trust You
It’s very important that your online store must look professional and have a clutter-free look and navigation. According to Dan Kennedy of GKIC (Glazer-Kennedy Insider’s Circle), a marketing guru, “What other says about you, your service, product or business is at least thousand times more encouraging than what you say, even if you’re 2000 times more expressive”. So, ensure that you feature customer testimonials on your ecommerce store.
How to Lose Trust and Alienate Your Customers?
Losing the hard earned trust is very easy. Obviously, you might have done lots of things right in developing a trustworthy relationship with your customers and prospects, but one mistake on your part will simply end up spoiling it all completely. The key here is subsistence, and subsistence comes only with a better understanding of downsides that you might come across along the way and prepare ahead to get out of them. Here are 4 surefire ways of losing a customer’s trust. Try avoiding them to go beyond ever on your customers’ trust meters.
Unprofessional Product Images
Everyone is always watching and looking for you online. With your social networking profiles available in the open for everyone to see, a single mistake can be a possible publicity nightmarish. There had been several stories of online cases/arguments between service providers and customers that go viral on the Internet. So, avoid becoming one of those.
Asking for Too Much Information
A sure thing that frustrates customers is the amount of information that you ask from them. As it is, one of the intimidating things a shopper has to go through is giving away the private details like phone numbers and credit cards to online retailers.
As your business grows, there is no doubt that it’s going to be even harder to maintain track of all the interactions with your customers. But don’t forget that your openness was the keystone on which your business was built. Just like always being available for your customers impelled you faster in terms of business development, not being able to do that reliably is going to have the opposite effect.
Putting pop-ups that cover the whole screen
If used correctly, pop-ups can be extremely effective for ecommerce. They can assist you in converting your visitors, getting feedback or bringing attention to special offers. Imagining an ecommerce without pop-ups is not possible. But there’s a cap to them. Due to their unruly nature, pop-ups can surely feel like a barrier for people surfing your ecommerce store to look for their needed products. And that’s irrationally true for pop-ups covering the full screen, anxiously calling for visitor’s attention.
These are a few surefire ways of losing your customer’s loyalty and trust.
The Bottom Line
Ecommerce market is going rapidly today, and that’s why it’s important for you to make your store stand out from the crowd. When customers come across your ecommerce website for the first time, they exactly do the same thing they do when walking into a new usual storefront – look around the store, assess the place, and determine whether or not they trust the business enough to make a purchase from them. If you want to increase your customer base and make them buy from your store, you need to do everything you can to ensure they find you reliable enough.
Author bio: Abhishek Agarwal is CEO and Cofounder of MobiCommerce offering a mobile commerce solution for online eCommerce stores. With an entrepreneurial experience of 13 years, he is a visionary who proactively look out for the next big thing. He is well versed with trends in the market and love to write about them.