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Building Customer Trust

In: Computers and Technology

Submitted By dee49534
Words 555
Pages 3
Building Customer Trust Building and maintaining customer trust is a very important aspect of having an e-commerce site. If customers cannot trust the site, they will be less likely to make a purchase from the site. Web 2.0 that allows users to share information with each other has become a very important aspect of building customer trust, and we make use of it. We have created a fictional storefront for The Fake Flower Shop, which uses some techniques that build customer trust. These techniques will hopefully make the user feel like they have nothing to worry about when ordering from us. The first technique that we used to build customer trust is the use of a contact section of the website. This will make the customer feel more comfortable ordering from us (Delk, 2013). The customers will feel much more comfortable if they have a way of getting in contact with the company. Without a means of contact, the customer might worry that they will be left out to dry if there is an issue with their order, by having a visible means of contact this helps to eliminate this worry. Another technique that we used to help build customer trust is the use of social media. On the side of our page we offer links to Twitter, Facebook, and Linkedin (and if this was a real company it would link to a real page). By using these social media sites, we can work over time to gain the customer's trust (Kennedy, 2013). This also gives the customers a place to communicate with each other to share their experiences be they positive or negative. By communicating with the customers through social media, we could work to improve our customer service and gain their trust as a side effect of that. People tend to trust the experiences of others over what a company tells them about itself, so just allowing them to communicate amongst themselves can help to build trust.
Another technique that would need to be used to gain trust from the Fake Flower Shop is to keep a professional image, buy doing so this shows each one that we uphold the value of our site. Keeping it clean and organized well maintained, secured, user friendly. Add a review page.
By adding some simple techniques makes a huge difference in how your customer’s and returning customers react at first-site of viewing and ordering from your e-commerce site (Baldwin, 2008). Another way that the Fake Flower Shop could work toward to gaining a customer’s trust is by providing a service guarantee. This promise would be their order would be shipped in a timely fashion and the flowers would still be fresh.
Make your return policies clear and easy to read and understand, and directions on how to go about returning bad items if needed.
People will do business with people who are knowledgeable, efficient and will deliver what they promise (Obarske, 2013).
There are many things that a customer looks for in any business, the Fake Flower Shop must be able to succeed these expectations in order to gain the loyalty and keep their customers coming back to order from us.

References:

http://www.sideroad.com/Customer_Service/customer_trust.html

http://www.smallbusinessnewz.com/7-steps-to-earning-customer-trust-online-2008-8…...

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