5 Ways to Build
Customer Trust
on Your Site
5 Ways to Build Trust
Each time a potential customer
or client interacts with your site,
you’ve got an opportunity to
buil...
5 Ways to Build Trust
Like most relationships, the
foundation will be built on
– and revolve around –
trust.
5 Ways to Build Trust
1
Make Your
Contact Information
Easy to Find
5 Ways to Build Trust
You can have all of the FAQs and
informational copy that you want on
your site or app, but your user...
5 Ways to Build Trust
Marketo’s site features two ways to contact them right on their
header, so you’ll always know where ...
5 Ways to Build Trust
Run a few user tests on the placement of
your contact information and see if your
users find it intu...
5 Ways to Build Trust
Be sure to also couple your easily accessible
contact information with great customer service,
and y...
5 Ways to Build Trust
2
Offer Live Help
Options
5 Ways to Build Trust
One of the most effective ways to
immediately address questions and
build trust is through Live Chat...
5 Ways to Build Trust
50% of internet users worldwide prefer to
use live help methods over other means of
contact, which i...
5 Ways to Build Trust
Just like the placement of your contact
information, be sure to test the placement
of your live chat...
5 Ways to Build Trust
Hanapin includes live chat as
one of their contact methods.
5 Ways to Build Trust
3
Show Off
Your Client List
5 Ways to Build Trust
If someone tells you, “trust me, I’m a doctor,”
you’d probably be a little skeptical until they
were...
5 Ways to Build Trust
This is the exact purpose a client list serves.
This concept is frequently referred to as “social
pr...
5 Ways to Build Trust
Take a look at how Unbounce and Mixpanel
leverage their list of high profile clients in the
followin...
5 Ways to Build Trust
Unbounce implies that if you trust these companies, and they
trust Unbounce to build their landing p...
5 Ways to Build Trust
Mixpanel’s homepage features animated panels that shows
off the logos of their high-profile clients.
5 Ways to Build Trust
4
Don’t Be Shy with
Endorsements
5 Ways to Build Trust
If you happen to have some high profile
companies, industry experts, or publications
who’ll vouch fo...
5 Ways to Build Trust
Salesforce’s Customers page features a carousel of endorsements from
high-profile companies who use ...
5 Ways to Build Trust
It’s important to be careful in citing
endorsements, and make sure that they’re
relevant to your aud...
5 Ways to Build Trust
HubSpot has a great case studies section.
Prospective clients can see how similar
companies have fou...
5 Ways to Build Trust
Hubspot features their case studies right in their header, and
once you click through, you’re given ...
5 Ways to Build Trust
5
Get Rid of All Your
Dead Links
5 Ways to Build Trust
Laugh all you want at how basic this tip is,
but clicking a dead link is jarring, and it’s one
of th...
5 Ways to Build Trust
Don’t let all of that goodwill
and trust you’ve built up go to
waste with dead links!
5 Ways to Build Trust
Use Google Webmaster Tools or Screaming
Frog to see which links are sending your
users to 404 error ...
5 Ways to Build Trust
Google’s analytics blog has a few tips you can
easily implement, so you can start knocking
out your ...
5 Ways to Build Trust
Bonus Tip
See How
Trustworthy Your
Site Is Compared to
Competitors
5 Ways to Build Trust
There’s no better way to get a competitive
edge on your competitors than to learn what
works and wha...
5 Ways to Build Trust
When testing your site alongside your
competitors, don’t be afraid to ask your
participants which si...
5 Ways to Build Trust
While running your study, you should also
be sure to follow up by asking “why?”
Otherwise, you’ll ne...
5 Ways to Build Trust
Additional articles on how to set up a
competitor study:
How to Learn Tons from Your
Competition wit...
www.usertesting.com
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5 ways to build customer trust on your site

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Each time a potential customer or client interacts with your site, you’ve got an opportunity to build a relationship with them. Like most relationships, the foundation will be built on–and revolve around–trust. But that’s not always easy to do.

While it might seem like a mountain of a task at first, you’ll find that it’s a lot more manageable once you break it down into smaller action items. If you’re not sure where to get started, here are 5 things you can do today to not only create a trustworthy site, but also provide an awesome user experience.

Read the full article here: http://www.usertesting.com/blog/2014/07/14/5-ways-to-build-customer-trust-on-your-site/

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5 ways to build customer trust on your site

  1. 1. 5 Ways to Build Customer Trust on Your Site
  2. 2. 5 Ways to Build Trust Each time a potential customer or client interacts with your site, you’ve got an opportunity to build a relationship.
  3. 3. 5 Ways to Build Trust Like most relationships, the foundation will be built on – and revolve around – trust.
  4. 4. 5 Ways to Build Trust 1 Make Your Contact Information Easy to Find
  5. 5. 5 Ways to Build Trust You can have all of the FAQs and informational copy that you want on your site or app, but your users will always have questions. This is why it’s important to have easily accessible contact information.
  6. 6. 5 Ways to Build Trust Marketo’s site features two ways to contact them right on their header, so you’ll always know where to look, no matter where you are on their site.
  7. 7. 5 Ways to Build Trust Run a few user tests on the placement of your contact information and see if your users find it intuitively. If your users have trouble finding it, test a few other placements to find one that works well for your users.
  8. 8. 5 Ways to Build Trust Be sure to also couple your easily accessible contact information with great customer service, and you’ll have a 1-2 punch that’s sure to gain the trust of prospective and existing users.
  9. 9. 5 Ways to Build Trust 2 Offer Live Help Options
  10. 10. 5 Ways to Build Trust One of the most effective ways to immediately address questions and build trust is through Live Chat and Click-to-Call.
  11. 11. 5 Ways to Build Trust 50% of internet users worldwide prefer to use live help methods over other means of contact, which is a significant chunk of online traffic no matter how you slice it.
  12. 12. 5 Ways to Build Trust Just like the placement of your contact information, be sure to test the placement of your live chat link. Does it work better in your “contact us” page, or as a tab floating over all of your pages?
  13. 13. 5 Ways to Build Trust Hanapin includes live chat as one of their contact methods.
  14. 14. 5 Ways to Build Trust 3 Show Off Your Client List
  15. 15. 5 Ways to Build Trust If someone tells you, “trust me, I’m a doctor,” you’d probably be a little skeptical until they were able to prove it. The next best thing would be getting confirmation from a third party, ideally from a large, reputable group of individuals.
  16. 16. 5 Ways to Build Trust This is the exact purpose a client list serves. This concept is frequently referred to as “social proof.” It’s an effective way to build trust in the eyes of your site’s visitors and give you added credibility, especially if done correctly.
  17. 17. 5 Ways to Build Trust Take a look at how Unbounce and Mixpanel leverage their list of high profile clients in the following images.
  18. 18. 5 Ways to Build Trust Unbounce implies that if you trust these companies, and they trust Unbounce to build their landing pages, shouldn’t you do the same?
  19. 19. 5 Ways to Build Trust Mixpanel’s homepage features animated panels that shows off the logos of their high-profile clients.
  20. 20. 5 Ways to Build Trust 4 Don’t Be Shy with Endorsements
  21. 21. 5 Ways to Build Trust If you happen to have some high profile companies, industry experts, or publications who’ll vouch for you, don’t be afraid to show off what they’ve said about your product or service. If you can work these into a case study, that’s even better!
  22. 22. 5 Ways to Build Trust Salesforce’s Customers page features a carousel of endorsements from high-profile companies who use their service.
  23. 23. 5 Ways to Build Trust It’s important to be careful in citing endorsements, and make sure that they’re relevant to your audience and service.
  24. 24. 5 Ways to Build Trust HubSpot has a great case studies section. Prospective clients can see how similar companies have found success with HubSpot.
  25. 25. 5 Ways to Build Trust Hubspot features their case studies right in their header, and once you click through, you’re given the option of viewing a variety of reviews and testimonials by category.
  26. 26. 5 Ways to Build Trust 5 Get Rid of All Your Dead Links
  27. 27. 5 Ways to Build Trust Laugh all you want at how basic this tip is, but clicking a dead link is jarring, and it’s one of the most effective ways to lose credibility with a site visitor who might otherwise have been having a great user experience.
  28. 28. 5 Ways to Build Trust Don’t let all of that goodwill and trust you’ve built up go to waste with dead links!
  29. 29. 5 Ways to Build Trust Use Google Webmaster Tools or Screaming Frog to see which links are sending your users to 404 error pages, and be sure to monitor activity on your error pages.
  30. 30. 5 Ways to Build Trust Google’s analytics blog has a few tips you can easily implement, so you can start knocking out your dead links today.
  31. 31. 5 Ways to Build Trust Bonus Tip See How Trustworthy Your Site Is Compared to Competitors
  32. 32. 5 Ways to Build Trust There’s no better way to get a competitive edge on your competitors than to learn what works and what doesn’t work for them.
  33. 33. 5 Ways to Build Trust When testing your site alongside your competitors, don’t be afraid to ask your participants which site they trust more. You can even have them grade each site on a scale of trustworthiness.
  34. 34. 5 Ways to Build Trust While running your study, you should also be sure to follow up by asking “why?” Otherwise, you’ll never know if it was your live chat, your case studies or the myriad other reasons that might have swung the vote of your test participant.
  35. 35. 5 Ways to Build Trust Additional articles on how to set up a competitor study: How to Learn Tons from Your Competition with User Testing Test Your Competitors with These 2 Methods
  36. 36. www.usertesting.com

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