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In recent times, online stores have begun to dominate the retail industry, replacing the embedded traditions of brick-and-mortar locales with ease and virtuality.
This change has gravitated the customer base forward, from tangibility towards transparency, to interactive, online, user-friendly, and virtual platforms, wherever there is a secure WiFi connection.
However, there is one constant that the physical and virtual spaces share: the maintenance of customer trust and loyalty.
In this article, Youtap discusses eight specific strategies that have been set out to help your business increase consumer trust in its e-commerce endeavors and foster loyalty to your brand and product.
One of the ways with which to develop the trust of today’s tech-savvy consumer is transparency.
As such, to be able to successfully achieve transparency, you and your business must ensure that every product in your inventory is labeled accurately -from its provenance and manufacture to its materials, sizing, and sizing specifications, with true-to-life, unfiltered imagery.
Moreover, if necessary, include an instruction manual and/ or video with clear language and detailed instructions to avoid the hyperbole of advertising, or any misleading claims.
Otherwise, you and your business could experience irrevocable reputational damage to your business, because your customer feels cheated by your misleading schtick, which in turn unnecessarily affects your business’s potential with Chinese Whispers and (dis/mis) information.
To protect your customers, you and your business must ensure that your business offers secure and trusted payment methods, such as bank transfers, credit and debit cards, and e-wallets, as well as more recent trusted payment options, such as established buy-now-pay-later (BNPL) services or PayPal, payment options that are accepted in your target country or region.
Moreover, reassure them that your business provides them with a safe and secure environment for their sensitive personal information, that your website uses Secure Socket Layer (SSL) encryption for their data transactions, and that it displays security certification logos from trusted third-party providers, such as VeriSign or McAfee.
Today, businesses must ensure that on their homepage, they have accessible, transparent privacy policies as online shopping has become more pervasive and prevalent in today’s marketplace.
Moreover ensure that your customer has privacy and protection, as these matters continue to be an issue.
Furthermore, your policy must be written in clear and concise language, explaining how their data will be protected, stored, and used, with clear contact information to allay any further privacy concerns, as this will further reduce your customers' concerns and increase their loyalty and trust in your business.
Using social media to post, and review any business testimonials that may be posted is a simple yet effective method to foment your customer’s loyalty - tangible proof that your business and website are legitimate, reputable, and trustworthy.
This allows those people who are browsing your store to see both positive and negative feedback, showing that your business is open to criticism.
For example, those sites that have positive reviews are more likely to attract new customers, whereas, conversely, those with less-than-perfect reviews demonstrate that your reviews are not manufactured, but genuine, and prepared to take flak.
However, any response that you or your business makes must be handled professionally, by offering, whenever possible, proactive and responsible solutions.
Offering a clear and fair return policy if they have any issue gives your customers confidence, security, and validation in your business’s products and services.
To avoid any issues your business must ensure that your Returns Policy is readily available on your website, that it is written in clear and concise language, that it is flexible, and that it covers all relevant information, refund processes, and return timeframes.
These steps will ease any customer concern, and encourage engagement and loyalty with your business.
Good customer service is foundational to building long-term trust and loyalty to your brand and business.
To provide responsive and efficient customer service, ensure that you offer your customers accessible, multi-faceted communication channels, such as chat-bots, email, and free phone numbers, such as an 0800 number.
Moreover, by adding a comprehensive FAQ section on your website that answers commonly asked questions sets these protocols and procedures in place, reducing the burden on your customer service team, because customers who feel supported and valued by this department are more inclined to trust your business, return to make future purchases, and tell their friends to shop with you because of their personalized customer service.
Today’s social media platforms are ubiquitous, engaging businesses and their clientele in dialogue and interaction.
You and your businesses' interactions with platforms such as Facebook (Meta), Instagram, TikTok, and Twitter (X) give you direct access to your customers, sharing relevant data and fostering a sense of belonging and community founded on and around your brand and identity.
Moreover, social media showcases your inventory, highlighting your business’s new releases, and product processes, while, in real-time, providing business updates and policies, strengthening your customer network, building trust and loyalty, and solidifying your business’s reputation.
When developing your online presence, maintaining consistency in customer service, delivery, and product are important features that ensure that your business maintains its reputation, while preventing miscommunication and mismanagement.
However, if there are any related issues, your business must have a consistent response team per se. because this helps to create a positive customer experience that strengthens loyalty.
To achieve this consistency, you must employ a combination of strategies, from providing a professional and secure website to product service and reliable delivery that is supported by a can-do and responsive number-8 wire customer service team.
These highlighted eight simple steps provide your business with a template with the necessary tools required to foster customer loyalty, whether that loyalty is garnered from products and services to delivery and secure transactions, polite staff and engaging social media posts, and basic flexibility.
A combination of any or all of these suggestions helps your business develop long-term customer loyalty, increased sales, and profitability.
Yoiutap’s e-commerce feature provides your business with a safe, secure, and memorable shopping experience that optimizes your business’s operational management and strengthens your business’s reputation and market share while providing your customers with a reason to come back again. And again. And again!
Wisma 46 Kota BNI Lt. 29 Jend. Sudirman Kav. 1 Jakarta Pusat, 10220
e-mail: halo@youtap.id
Whatsapp: 08111 500 523
Direktorat Jenderal Perlindungan Konsumen dan Tertib Niaga Kementerian Perdagangan Republik Indonesia
WA/Telp: 0853 1111 1010
