Trust is the basis of every relationship and the same applies to consumers and retailers. Imagine handing your card details to a stranger or giving £20 to someone you’ve never met, asking them to purchase something on your behalf. The chances are most unlikely. So, why would you have the same interaction with an online shop you’ve never shopped with before? It’s a good question and one you should consider when building an ecommerce brand.
Before going any further, let’s define what an ecommerce brand is. It’s not just about a company’s name, logo or slogan. An ecommerce brand represents the distinctive personality a company creates in the minds of consumers through its identity, actions, and communications. A strong ecommerce brand has a clear voice, consistent visuals, and distinct values that fit well with its overall identity.
A solid brand is key to building credibility and trust with your customers. When your online shop presents a consistent and reliable image, it helps reassure potential buyers that they are dealing with a trustworthy business. This trust can lead to more repeat customers and positive reviews, which are important for growing your ecommerce business.
Building consumer trust will make or break your business in an era of dropshipping and the TikTok shop. Gen Z and Millennials value trust more than any other generation. Research by Edelman shows that almost 80% of Gen Z and Millennials believe it is “more important to trust the brands they buy or use today than it was in the past”.
So, how can online stores build trust to tap into these core demographics? At Vertical Plus, we specialise in delivering ecommerce websites and marketing services that build consumer trust to grow online sales.
Research by BigCommerce found that over 70% of consumers say positive reviews make them trust online shop brands more. It’s never been more important to encourage customers to leave reviews and display these to potential customers.
At Vertical Plus, we help our clients boost the number of reviews they receive by using automated review request emails and directly integrating their chosen review platform onto their website. This approach builds consumer trust by allowing customers to learn about your brand without the hassle of having to leave your site.
Building consumer trust goes beyond just displaying reviews. To improve credibility, we integrate Google customer reviews and product reviews into your site. Our approach also includes encouraging customers to upload photos alongside their reviews, which adds an extra layer of authenticity and reliability.
Our Bespoke Ecommerce Platform features our own Reviews software, designed to streamline and optimise the review collection process, further supporting your brand’s credibility and trustworthiness.
Would you shop on a website that looks like it hasn’t been updated since 2003? Neither would we. Website optimisation plays a crucial role in building consumer trust. Your online shop should be easy to navigate with a user-friendly design. Load time is crucial as customers will only wait a few seconds before clicking away from your website.
If your website features low-quality photos, slow load time, or appears outdated, customers are less likely to initially trust your brand. Incorporating social media links can showcase your brand’s online presence and further enhance your credibility by showing you’re a genuine business.
Optimise your website with high-quality photos, customer reviews, and engaging content that reflects your brand voice. Avoid using cookie-cutter content and instead invest in SEO content that drives traffic and engages your audience.
Put a face to your company name. An online shop is more credible when it has a story. Your ‘about us’ page is an opportunity to build a connection with your customers and demonstrate the authenticity of your business.
Don’t overlook product descriptions. The rise of dropshipping means customers are scrutinising products more than ever. You can build trust by creating informative and accurate product descriptions. Avoid hyperbole, and don’t overpromise, as misrepresenting your product can have the opposite effect!
Consumers feel safer when shopping with an online shop that is upfront about their return policy. If your return policy is clearly visible on your website, it helps build trust with customers. Transparency is key. Link your returns policy in the footer of your website and include a link in your order confirmation emails. Ensure your contact information, such as an email address or social media, is also visible.
Customer trust takes time to build. As your community grows, building trust with customer reviews, brand insights, website optimisation, and transparent return policies is easier.
If you want to learn more about how we can help you build consumer trust, unlock your brand’s potential, and grow your online sales, contact us today!