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

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Presentation given by Helen Fang of Vendio.com for the ASD attendees on August 10, 2010 in Las Vegas. These educational sessions were held in conjunction with the Internet Merchants Association.

Presentation given by Helen Fang of Vendio.com for the ASD attendees on August 10, 2010 in Las Vegas. These educational sessions were held in conjunction with the Internet Merchants Association.

Published in: Business

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Transcript

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