Customers Don't Trust You...And How You Can Fix ThatPresentation Transcript
“Customers Don’t Trust You … And How You Can Fix That ” ____ ___ ________ _____ _____ Helen Fang – Marketing, Vendio August 10, 2010
Agenda Shopping Cart Abandonment Rate 3 Key Questions Your Store Needs to Address Building a Trustworthy Store Why Vendio Stores?
Shopping Cart Abandonment “Shopping cart abandonment rates for US online retailers have risen over the past 12 months, with 60% of US seeing abandonment rates of over 20% this year.” eTailing Group, 2009
1. Does this website look legitimate? Design
99designs.com, eLance, Free logo builder
Professional doesn’t have to equal flashy or costly
Is it easy to find the product I want to buy (or the product you want me to buy)?
How many clicks does it take to buy a product?
Browsers and Screen Resolution
Are key products, features above the fold?
Use Google Analytics
Grammar and Spelling
Proofread before adding to site
Don’t forget meta tags!
Product descriptions & reviews
Keep descriptions concise
Don’t be afraid to ask your customers
Reach out to bloggers and ask for a product review
2. How do I contact you? About Us
What’s your story?
What is your brand? Mom & pop, corporate?
Add to globally visible places such as the header
Add to every page
Be sure that the social media account you link is actively updated
Live Chat Software
3. Is my credit card info safe? Leverage trusted brands
Credit card logos
3rd party payment providers
Better Business Bureau (reputation) TRUSTe (privacy) SSL certificates (security) Test placement & size
Other ways to build trust SEO
Ranking well in search engines can lend to credibility
Comparison Shopping Engines
Google Product Search is free!
Links to other reviews/feedback
eBay and Amazon
Common standard to protect credit card holders
Ask your shopping cart/hosting company
Building a Trustworthy a Store
Simple design, easy to navigate & search. Text logo lacks personality & brand identity. Giant block of text is easy to miss. Promo text is hidden between photos. Professional pictures & products above the fold.
Add a logo Hero Image Broke out text to highlight promo offer Guide buyers to most desirable items
Trust seal More trust seals (make sure they’re legit) Social media (make sure they’re active)
An introduction to Vendio Stores Vendio Stores built to address two concerns: 1. Getting shoppers to your site 2. Converting shoppers into buyers
1. Getting shoppers to your site
Facebook App: Sell from Fan Page or Profile
Coupons Mobile Widget
2. Converting shoppers into buyers 40+ Professional Templates
Shared SSL Certificate Single page checkout- Branded- Trust seals
WYSIWYG template editor
Upload own template (HTML, XML, CSS)
See more examples at www.vendio.com/stores
Questions? Contact: Helen Fang HFang@corp.vendio.com @vendio Vendio.com/vendable Facebook.com/vendiostores