Trust is one of the most important things you need to build with your customer especially when you are in eCommerce. Imagine having to buy from someone without seeing the product and trusting that you will get a product that was shown to you in photos. It is hard! As we Celebrate Trust, let’s take a look at why trust is important and how you can build it in Online Reselling.
What is Trust?
A lot of companies talk about building trust with their customers or them being a trusted company. So, what does it exactly mean?
Trust is the ability of a person to blinding follow whatever someone else says. For example, a child trusts his mother completely. This means that the child believes that the mother has his best interest at heart.
Similarly, customers believe that while companies are out there to profit, they won’t do it at the expense of the customer. It’s a give-and-take relationship. That is what an eCommerce trust is built on. The company provides a stable and quality product/service in return for money.
So, why is it important in Online Reselling?
Trust in online reselling is very important. When you go to a local store, you get to see the product, touch it, feel it and then you proceed to pay for it.
However, when it comes to online shopping, the customer only gets to see a picture or a video of the product along with the description. They don’t get to touch the product, feel it or see it in actuality. Some times they don’t even know what colour they’ll get, even after they select a specific colour online.
This is why trust becomes important. Trust allows customers to know that they will receive the product that they are looking at in the photo. That the product won’t be damaged, used or another colour than what they asked for.
Building this trust becomes extremely important, especially if you want the customer to keep coming back to buy more products from your online store.
So, How Do We Build Trust?
Building trust is a time-consuming task, especially if you don’t do it right the first time. If you get it right the first time, then it is easier to maintain trust. This is why it is important to celebrate trust whenever possible.
The first time a customer orders from your store, ensure that you provide the product with the same specifications that the customer ordered. Let the communication flow, talk to your customers about what they are looking for, offer suggestions on the best products that you have.
Once they’ve made a selection, ensure that you get the same product that they are looking for. In case you cannot find the same product, make sure you offer them the next best thing. However, communication still remains the most important factor in building trust.
It is important to keep your customer in the loop, always. Before you’ve placed the order, after the product has been shipped, if the delivery is delayed, once the product reaches and even after. At every stage of the shipment’s journey, it is important that you keep your customers in the loop.
They should know exactly what they are getting, where their product is at all time when they are going to be receiving the order, and even after they have received it.
Benefits of Trust and Why We Want to Celebrate Trust
There are a lot of benefits of spending that extra time to build trust in your customers.
61% of consumers read reviews before they trust the brand. So, if you put the extra time to build trust with your first customer and they leave a glowing review for your brand, then it will help make it easier to convert people more easily.
Word of Mouth Advertisement
Word of Mouth Advertising is still one of the most popular forms of advertising. People trust their family and friends before purchasing a product. If one person purchases your product and loves it, then they will automatically bring in more people from their family and friends to your business.
Many iPhone users tend to keep going back to purchasing the newer versions of the iPhone even with the hike in prices. Why? Because they are loyal to the brand. Brand Loyal is built on trust, where the customer trusts your product to such a certain extent that they will come back to you time and time again.
This is why we Celebrate Trust because trust is important not just in business but also in life. Building trust in online reselling is one of the most important tasks for reseller but it also pays off really well.
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