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“Customers Don’t Trust You … And How You Can Fix That ”<br /> ____  ___    ________   _____<br /> _____         <br />Hele...
Agenda<br />Shopping Cart Abandonment Rate <br />3 Key Questions Your Store Needs to Address <br />Building a Trustworthy ...
Shopping Cart Abandonment<br />“Shopping cart abandonment rates for US<br />online retailers have risen over the past 12<b...
1.  Does this website look legitimate?<br />Design<br /><ul><li>Logo
99designs.com, 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</li></li></ul><li>Content<br /><ul><li>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
Istockphoto.com </li></li></ul><li>2.  How do I contact you?<br />About Us <br /><ul><li>What’s your story?
What is your brand?  Mom & pop, corporate? </li></ul>Contact Us<br /><ul><li>Add to globally visible places such as the he...
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Customers Don't Trust You...And How You Can Fix That

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

  1. 1. “Customers Don’t Trust You … And How You Can Fix That ”<br /> ____ ___ ________ _____<br /> _____ <br />Helen Fang – Marketing, Vendio<br />August 10, 2010<br />
  2. 2. Agenda<br />Shopping Cart Abandonment Rate <br />3 Key Questions Your Store Needs to Address <br />Building a Trustworthy Store<br />Why Vendio Stores?<br />
  3. 3. Shopping Cart Abandonment<br />“Shopping cart abandonment rates for US<br />online retailers have risen over the past 12<br />months, with 60% of US seeing abandonment <br />rates of over 20% this year.” <br />eTailing Group, 2009<br />
  4. 4. 1. Does this website look legitimate?<br />Design<br /><ul><li>Logo
  5. 5. 99designs.com, eLance, Free logo builder
  6. 6. K.I.S.S.
  7. 7. Professional doesn’t have to equal flashy or costly
  8. 8. Usability
  9. 9. Is it easy to find the product I want to buy (or the product you want me to buy)?
  10. 10. How many clicks does it take to buy a product?
  11. 11. Browsers and Screen Resolution
  12. 12. Are key products, features above the fold?
  13. 13. Use Google Analytics</li></li></ul><li>Content<br /><ul><li>Grammar and Spelling
  14. 14. Proofread before adding to site
  15. 15. Don’t forget meta tags!
  16. 16. Product descriptions & reviews
  17. 17. Keep descriptions concise
  18. 18. Testimonials
  19. 19. Don’t be afraid to ask your customers
  20. 20. Reach out to bloggers and ask for a product review
  21. 21. Professional photos
  22. 22. Hero image
  23. 23. Istockphoto.com </li></li></ul><li>2. How do I contact you?<br />About Us <br /><ul><li>What’s your story?
  24. 24. What is your brand? Mom & pop, corporate? </li></ul>Contact Us<br /><ul><li>Add to globally visible places such as the header
  25. 25. Add to every page
  26. 26. Return policy</li></ul>Social Media <br /><ul><li>Be sure that the social media account you link is actively updated</li></ul>Live Chat Software<br />
  27. 27. 3. Is my credit card info safe?<br />Leverage trusted brands<br /><ul><li>Credit card logos
  28. 28. 3rd party payment providers
  29. 29. Security seals </li></ul>Better Business Bureau (reputation) <br />TRUSTe (privacy) <br />SSL certificates (security) <br />Test placement & size <br />
  30. 30. Other ways to build trust <br />SEO<br /><ul><li>Ranking well in search engines can lend to credibility </li></ul>Comparison Shopping Engines<br /><ul><li>Google Product Search is free! </li></ul>Links to other reviews/feedback <br /><ul><li>eBay and Amazon
  31. 31. Bizrate</li></ul>PCI Compliance<br /><ul><li>Common standard to protect credit card holders
  32. 32. Ask your shopping cart/hosting company</li></li></ul><li>Building a Trustworthy a Store<br />
  33. 33. Simple design, easy to navigate & search.<br />Text logo lacks personality & brand identity.<br />Giant block of text is easy to miss. Promo text is hidden between photos.<br />Professional pictures & products above the fold.<br />
  34. 34. Add a logo<br />Hero Image<br />Broke out text to highlight promo offer<br />Guide buyers to most desirable items<br />
  35. 35. Trust seal<br />More trust seals (make sure they’re legit)<br />Social media (make sure they’re active)<br />
  36. 36. An introduction to Vendio Stores <br />Vendio Stores built to address two concerns: <br />1. Getting shoppers to your site<br />2. Converting shoppers into buyers <br /> <br />
  37. 37. 1. Getting shoppers to your site<br />
  38. 38. Facebook App:<br />Sell from Fan Page<br />or Profile <br />
  39. 39. SEO Ready<br />
  40. 40. Coupons<br />Mobile<br />Widget <br />
  41. 41. 2. Converting shoppers into buyers <br />40+ Professional<br />Templates<br />
  42. 42. Shared SSL<br />Certificate<br />Single page checkout- Branded- Trust seals<br />
  43. 43. Highly customizable <br /><ul><li>WYSIWYG template editor
  44. 44. Upload own template (HTML, XML, CSS)</li></li></ul><li>
  45. 45.
  46. 46. See more examples at www.vendio.com/stores<br />
  47. 47. Visit: www.vendio.com/offer<br />
  48. 48. Questions?<br />Contact: <br />Helen Fang<br />HFang@corp.vendio.com<br />@vendio<br />Vendio.com/vendable<br />Facebook.com/vendiostores<br />
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