Customers Don't Trust You...And How You Can Fix That
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Customers Don't Trust You...And How You Can Fix That






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Customers Don't Trust You...And How You Can Fix That Customers Don't Trust You...And How You Can Fix That Presentation 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?
    • Logo
    •, eLance, Free logo builder
    • K.I.S.S.
    • Professional doesn’t have to equal flashy or costly
    • Usability
    • 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
  • Content
    • Grammar and Spelling
    • Proofread before adding to site
    • Don’t forget meta tags!
    • Product descriptions & reviews
    • Keep descriptions concise
    • Testimonials
    • Don’t be afraid to ask your customers
    • Reach out to bloggers and ask for a product review
    • Professional photos
    • Hero image
  • 2. How do I contact you?
    About Us
    • What’s your story?
    • What is your brand? Mom & pop, corporate?
    Contact Us
    • Add to globally visible places such as the header
    • Add to every page
    • Return policy
    Social Media
    • 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
    • Security seals
    Better Business Bureau (reputation)
    TRUSTe (privacy)
    SSL certificates (security)
    Test placement & size
  • Other ways to build trust
    • 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
    • Bizrate
    PCI Compliance
    • 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
  • SEO Ready
  • Coupons
  • 2. Converting shoppers into buyers
    40+ Professional
  • Shared SSL
    Single page checkout- Branded- Trust seals
  • Highly customizable
    • WYSIWYG template editor
    • Upload own template (HTML, XML, CSS)
  • See more examples at
  • Visit:
  • Questions?
    Helen Fang