Tags |
|
|
Links |
|
|
Hub You - Communicating Trust to Online Customers - Web Usability Part 1
Marketing a specialty service is not that different than marketing any other type of product or service. The first thing you need to do is the very same thing you'd do for any type of business: get very clear on who your ideal clients are. Let's say you are marketing a high-end specialty service such as a skin care spa.You first need to understand who you are marketing and selling to. Is it primarily women? Are they of a specific socio-economic class (upper-middle class or upper class) with disposable income for this type of service that may be viewed as a luxury?Where can you find these women? Do they do other things to take care of or pamper themselves? Like belong
It’s All About You
Online shoppers want to know who they are dealing with. Websites must try and cre
As the price of modern technology continues to fall, aspiring designers are finding it increasingly possible to produce small quantities or even individually designed printed T-shirts.A T-shirt design business can be a part-time venture for an additional source of income. It can also be a full-time career where you’re in charge of your own work, and prosperous work at that.But how do you ensure that your T-shirt design venture is a success? That is what we will be discussing over the course of this article.What Types of T-shirt Printing Are Possible?There are several methods of T-shirt printing to be considered as you evaluate your business strategy
Online trust is similar to a contract between a retailer and a customer. Trust is an expectation that grows as customers interact with your brand. Those interactions span a range of touch points including print and broadcast advertisements, catalogs, promotional mailings, employee contact, as well as your retail and online stores. Each one is equally important; each can make or break the trust your customers and online visitors have or expect in your company.
Trust is in fact what drives all commercial transactions between a retailer and customer. When you make a purchase in a retail store, you take it on trust the products are fit for their intended purpose. You trust that if it does not work, or if you change your mind about the purchase, the retailer will accept the returned product. You trust that when your credit card is handed to a sales associate, the proper amount of money is securely transferred. These are basic trust expectations customers have with retail establishments and with online websites as well. And if that trust is broken, the relationship is void and very difficult to rebuild.
There are many components which contribute to how the customer experiences your brand, and the level of trust people have in your ability to deliver on your 'brand promise’. To build and maintain trust online, websites, both Ecommerce and not, must include ‘trust elements’ to cultivate a positive relationship between a company and its potential and existing customers.
Online Trust Elements
Accurate product information is critical to helping consumers make informed purchasing decisions. When a purchase is made based upon inaccurate information, what happens to that customer’s willingness to trust you in the future? When the inaccuracy becomes apparent to the customer, what is the cost to correct it? At best, the product is returned and exchanged for one that fits the needs of a customer that is now frustrated and distrustful of your information. At worst, the product is returned and you’ve lost a customer forever. Product information must be concise, relevant, well-written and persuasive.
User-friendliness, aka Usability
People expect retail sales clerks to be friendly and knowledgeable, and the purchasing process to be painless and efficient. Customers bring those expectations of a pleasant shopping experience with them when visiting a website. If online user-friendliness standards fall below customer expectations, your website will lose sales due to higher-than-average website abandonment. Three major issues users have with websites is poor navigation, ineffective search functions and low quality product photographs. Fixing just these issues alone will greatly increase conversion ratios.
It’s All About You
Online shoppers want to know who they are dealing with. Websites must try and crea
Or, why hype, hyperbole and too many claims will turn off readers and potential buyers every time!What’s wrong with a lot of hype and “fantastic” claims about a product? Plenty.· First, your readers and potential buyers aren’t stupid, so don’t talk to them as if they were. · Don’t make a claim you can’t authenticate with documentation or an objective test. This is fairly simple – it means don’t lie. · Finally, the Federal Trade Commission (FTC) is relentlessly on the lookout for consumer fraud – advertisers selling but not delivering what they promise.Know your limitations There are plenty of “hypers” out there, selling a “miracle” pill, we
There are many components which contribute to how the customer experiences your brand, and the level of trust people have in your ability to deliver on your 'brand promise’. To build and maintain trust online, websites, both Ecommerce and not, must include ‘trust elements’ to cultivate a positive relationship between a company and its potential and existing customers.
Online Trust Elements
Accurate product information is critical to helping consumers make informed purchasing decisions. When a purchase is made based upon inaccurate information, what happens to that customer’s willingness to trust you in the future? When the inaccuracy becomes apparent to the customer, what is the cost to correct it? At best, the product is returned and exchanged for one that fits the needs of a customer that is now frustrated and distrustful of your information. At worst, the product is returned and you’ve lost a customer forever. Product information must be concise, relevant, well-written and persuasive.
User-friendliness, aka Usability
People expect retail sales clerks to be friendly and knowledgeable, and the purchasing process to be painless and efficient. Customers bring those expectations of a pleasant shopping experience with them when visiting a website. If online user-friendliness standards fall below customer expectations, your website will lose sales due to higher-than-average website abandonment. Three major issues users have with websites is poor navigation, ineffective search functions and low quality product photographs. Fixing just these issues alone will greatly increase conversion ratios.
It’s All About You
Online shoppers want to know who they are dealing with. Websites must try and cre
I know what you are thinking. You’re thinking, “Wait a minute. Wouldn’t that be somewhat presumptuous if I were to ask the interviewer questions?” No. The truth of the matter is they want to see that you have enough intelligence and business sense to ask questions requiring informative answers. Most human resource professionals and hiring managers believe having an applicant ask questions is one of the most important aspects of the interview. They are able to tell more about you by the questions you ask than the answers you give in response to their questions.Most everybody expects to have an opportunity to ask questions. However, many assume the interviewer is expecting quest
Online Trust Elements
Accurate product information is critical to helping consumers make informed purchasing decisions. When a purchase is made based upon inaccurate information, what happens to that customer’s willingness to trust you in the future? When the inaccuracy becomes apparent to the customer, what is the cost to correct it? At best, the product is returned and exchanged for one that fits the needs of a customer that is now frustrated and distrustful of your information. At worst, the product is returned and you’ve lost a customer forever. Product information must be concise, relevant, well-written and persuasive.
User-friendliness, aka Usability
People expect retail sales clerks to be friendly and knowledgeable, and the purchasing process to be painless and efficient. Customers bring those expectations of a pleasant shopping experience with them when visiting a website. If online user-friendliness standards fall below customer expectations, your website will lose sales due to higher-than-average website abandonment. Three major issues users have with websites is poor navigation, ineffective search functions and low quality product photographs. Fixing just these issues alone will greatly increase conversion ratios.
It’s All About You
Online shoppers want to know who they are dealing with. Websites must try and cre
Have you been considering a new business of your own? And you just you could have invented that killer tiny iPod players? Well here is a quick thought on the comment of the new digital video slim-line iPod:Indeed. What I have observed is that people spend on the Maslow Hierarchy of needs;1.) Preventing Death; I.E. military defense and health care2.) Respect from fellow man; I.E. things that make them look good3.) Sex; I.E. things that make them look, feel or attract a sexual partner4.) Personal Entertainment and prevention of Boredom5.) Seeking Knowledge; I.E. ExplorationFor proper marketing should hit a few of these, the more you hit
User-friendliness, aka Usability
People expect retail sales clerks to be friendly and knowledgeable, and the purchasing process to be painless and efficient. Customers bring those expectations of a pleasant shopping experience with them when visiting a website. If online user-friendliness standards fall below customer expectations, your website will lose sales due to higher-than-average website abandonment. Three major issues users have with websites is poor navigation, ineffective search functions and low quality product photographs. Fixing just these issues alone will greatly increase conversion ratios.
It’s All About You
Online shoppers want to know who they are dealing with. Websites must try and cre
"Is there a point here or are we just being beat by a blunt object?" One of my direct reports spewed that out like a bad dinner coming up after a night of drinking. It wasn’t the most politically correct thing to say to the McKinseyite’s leading the meeting but it was effective. It was about like tossing a hand grenade on the table. It took place during the height of our change efforts at Compaq in the mid-nineties. Change was everywhere but nothing was changing ... we were in a meeting!The number of meetings you experience will be in direct proportion to the rate of change someone is trying to drive. And the rate of meetings pick up in proportion to how far behind you are in
It’s All About You
Online shoppers want to know who they are dealing with. Websites must try and create a connection between the visitor and company similar to the empathy developed between a customer and the sales clerk during an in-store visit. Here’s a list of trust elements needed in the About Us section to replicate in-store experiences online:
• Photographs of the store owner or manager, staff and brick and mortar operations
• Company history
• Management biographies
• Community involvement
• Corporate Partners and Suppliers
• Press Releases
• Professional Affiliations
It’s All About Them
Users must understand how a company conducts business before they will commit to a purchase. Websites must parallel an in-person experience within the online environment by visibility and functionally demonstrating an understanding of users’ expectations. Your online customers want to know:
• What are the return and refund policies?
• What guarantees, warranties and promises of satisfaction are connected to each purchase?
• Is the website safe and secure for online transactions?
• Is there a toll-free phone number and email address?
• Can she speak with a real person?
• How fast will service or product problems be addressed and solved?
• Any professional accreditations like BBB and Verisign?
• What methods of payment are available?
• How are products shipped for delivery?
Keeping the Brand Promise
Branding is as important to establishing online trust as fulfillment capabilities, customer care, or search functionality. All website elements must adhere to and reinforce corporate branding guidelines for style, tone and manner. Inconsistencies are magnified online and differences, perceived or real, will give reason for distrust and lower conversion rates.
Know Yourself and Your Customers
To build online trust and customer loyalty, understand how your website is gaining, keeping and losing customers. Understand how your customers interact with your website by implementing a web usability audit. Understand why certain people buy from you, while others don’t. Intimate knowledge of who your customers are will allow you to build a website to satisfy the needs and expectations of those customers. Happy customers, as we all know, quickly become loyal, repeat customers.
Find ou
HTTP = HTML link (for blogs, profiles,phorums):
<a href="http://www.iadvice.info/article/28137/iadvice-Communicating-Trust-to-Online-Customers---Web-Usability-Part-1.html">Communicating Trust to Online Customers - Web Usability Part 1</a>
BB link (for phorums):
[url=http://www.iadvice.info/article/28137/iadvice-Communicating-Trust-to-Online-Customers---Web-Usability-Part-1.html]Communicating Trust to Online Customers - Web Usability Part 1[/url]
Related Articles:
Electrical Jobs: Transmission System Operators
Creating A Positive Mindset For Your Potential Benefactor
Maximize Your Home Business Profits With Press Release Distribution
Bookmark it:
|