How to Build Trust and Drive Customer Retention for Your Online Business

When it comes to online shopping, consumers value trust above all else!  Over the last year, as consumers have flocked to online stores to shop for everything from groceries and necessary household items to clothing, gifts, and everything in between – and more retailers and start-ups have entered the online shopping space – building trust has become paramount to both consumer satisfaction and customer retention.

According to a recent report from Brightpearl, 42 percent of consumers say that poor experiences and unreliable delivery during the pandemic has lessened their trust in e-commerce.  As such, it is imperative that online retailers prioritize building trust with their customers the same way they prioritize delivering quality products that exceed customer’s expectations.  Here are a few strategies to build trust and drive customer retention for your online business!

When Connecting With Your Customer, Strive to Always Provide Value

Today’s consumers are overrun with information, their inboxes are bursting with emails, and they are likely tracking multiple deliveries from various online retailers.  To break free from the clutter and provide value to your customer, it is important to communicate in a transparent manner and deliver information that is both timely and relevant.  From confirming orders with a nice thank you email to sending real-time updates on deliveries to assure your customer that their purchases are en route, you can improve the overall transparency of the purchase experience. Additionally, it is helpful to notify customers of any potential production or shipping delays and send discounts as needed, to either offset any order issues or reward customers for repeat purchases and/or referrals.

Differentiate Yourself by Delivering Quality Products that are Unique to your Brand

In addition to seeking to do business with online retailers who are perceived as both trustworthy and transparent, today’s consumer 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

One surefire way of forging stronger bonds of trust between your business and its customers is to ensure ownership of the entire customer experience. While having a shiny 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.