Customer confidence is one of the cornerstones of retaining loyal shoppers and growing your online business. To help you on your way, here are 4 ways to inspire customer confidence in your online business.
Although traditional concerns about personal information being stolen focused mainly on websites, brick and mortar businesses are experiencing the same scrutiny. With the rise of hackers plaguing electronic interactions both online and in the physical world, consumers are more concerned with security than ever. A shopping experience is no longer judged solely on the sale transaction from beginning to end, but also on the level of confidence the consumer has in the business to protect their personal information.
POS systems that can be compromised and unencrypted transactions are just some of the current issues in a mire of problems plaguing both eCommerce and electronic payment systems around the globe. However, there are a number of proactive ways that you can face customer worries head-on and assuage them. More than ever, customers value a business that can guarantee their safety and security while shopping. Here are four ways to ramp up your business’s reputation as a high security, trustworthy place to shop online.
Transparent Use of Information
One of the biggest customer concerns is how you, as a business, use their information. In an age of hyper-interconnectivity and electronic spying, people are more diligent than ever about maintaining control of their personal information. With recent headlines about personal information being misused and stolen, consumers care about how you track them.
Actively Protect Your Customers
Consumers are afraid of fraud, which may act as a deterrent to online shopping. This problem isn’t based in practicality, so much as it is in fear. Although there are legitimate concerns about identity theft and other personal information loss, fear is the type of deterrent that’s more hype than fact.
Regardless of how secure a site is, if a consumer believes that they’re at risk of being exploited, no top notch encryption is going to change their mind. What will change their mind, though, is constant reassurance. You need to reiterate again and again that your business actively protects its customers, and that you view it as one of the most important parts of the customer experience.
For example, one country that’s doing it right is China. Chinese consumers are some of the world’s most confident buyers when it comes to online purchases, with 70 percent reporting they feel comfortable shopping online as long as their personal information is safe, according to Huffington Post. The bottom line is that protection of consumer information, and how visibly you advertise your dedication to privacy and security is critical.
Tighten up Your POS Software
There’s been a lot of bad news concerning the security of personal information recently, with one of the most notorious examples being the hacker attacks on retailer giants such as Target and Home Depot. While your business may not be on the same scale, if you’re using a platform like Shopify that offers POS options, you want to make sure your system is secure.
This is as simple as making sure you’re up to date on the latest software patches and that you’re taking all necessary precautions to avoid hacker interference. For example, if Target and Home Depot had upgraded to the latest operating system when it came out, the 100 million dollar loss they suffered from malware could’ve been avoided, according to Network World.
Invest in Excellent Customer Service
Customer service never goes out of style. This is clearly evident by the consumer’s reaction when they receive extremely poor customer service. Today, good customer service actually reaffirms faith in a business. This might be due to the fact that so much of the shopping experience for consumers has become a faceless, mechanized process. Therefore, if a customer feels like they’re in the wilderness when they try to obtain help for a problem or have a question answered, it makes them feel insecure.
The ability of a consumer to know that they’re being taken care of by a live person who’s actively listening to their concerns and questions is a powerful way to inspire consumer confidence and give your business a leg up as far as retaining loyal shoppers goes. The impact of customer confidence on sales also cannot be ignored. For example, 85 percent of consumers will pay up to 25 percent more for goods and services to guarantee superior customer service, according to Entrepreneur.
The power of maintaining an excellent and interactive relationship with your customers beats out almost every other perk you might offer, including lower prices and discounts. This is especially true of an online business, where the entire shopping experience takes place on the Internet.
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