Building Trust and Driving Customer Retention for Your E-Commerce Business

When it comes to online shopping, consumers value trust above all else!  As consumers continue to embrace e-commerce channels to shop for everything from groceries and household items to clothing, gifts, and virtually everything in between, and established retailers and start-ups compete for market share, building trust has become paramount to both consumer satisfaction and customer retention.

According to a Brightpearl study, 42 percent of consumers reported poor experiences and unreliable delivery during the pandemic has lessened their trust in e-commerce.  As such, it is imperative online retailers prioritize building customer relationships and establishing trust as much as they prioritize delivering quality products and exceeding expectations. 

Here are three simple strategies to build trust and drive customer retention for your e-commerce business!

Strive to Add Value at Every Touchpoint

Consumers are feeling overwhelmed! Many are operating with information overload, inboxes that are bursting with emails, and endless online orders to track. Communicating with customers in a transparent manner, and delivering information that is both timely and relevant, can help you emerge from the clutter and add value to your customer. Consider confirming orders with a nice thank you email and sending real-time updates on deliveries to assure your customer that their purchases are en route. Also notify customers of any potential production or shipping delays and send promo codes and discounts as needed, to either offset any order issues or reward customers for repeat purchases and/or referrals.

Deliver Quality Products that are Unique to Your Brand

As much as they value transparency and trustworthiness, consumers crave personalization and customization!  From tailor-fitted clothes and monogrammed items to unique home décor to custom stickers, visually impactful posters, and personalized gift wrap, consumers are actively seeking products as unique as they are.

Be Attentive to Every Aspect of the Customer Experience

Forge stronger bonds of trust between your e-commerce business and its customers is to ensure ownership of the entire customer experience. While having an engaging e-commerce storefront is important, effectively managing the customer experience goes beyond the website to include delivering quality products in a timely manner, ensuring customer satisfaction, and prioritizing customer service.  It is important for online retailers to dedicate as much attention to what goes on behind the scenes post-purchase as they do on securing the sale.