Hi, Lets list things that build trust:

1. Updating customers of their order status or notifying them that it has been recieved and is processing.

2. A professional looking site

3. Tracking numbers

4. Contact Us page with information on how to reach you within a good amount of time.


Here are just a few.......add yours..............................

Another thing that builds trust is the ability for other customers to see past customers feedback about the service they recieved.

The customer can find your phone number.........

Things I've added to build trust.

1. A picture of my self and business partner at the company.asp page.

2. A link to mystate's department of state page - visitors can look up corporate entities. (to confirm the we are a bona fide corporation)

3. As previously mentioned in this thread - our phone number clearly visible from every page

4. Invitations to call us throughout various areas of the store.

5. Easy to find links (visible from every page) about returns and warranties.

6. We state that we will not charge a credit card until the order has been shipped. (we only authorize the card at the time of the transaction)

7. Links to consumer & government related sites that provide information about safe and secure online shopping.

Soon to come -

8. Displaying a BBB-online reliability icon. (BBB-better business bereau).

If you choose to display this icon - I highly reccommend that you actually become a member. This icon links to a BBB web page that confirms your membership. I have visited a competitor's site and noticed that they do not have this icon linked to the BBB. I will definatley be investigating further.

Trust in the online shopping experience is probably the greatest obstacle online merchants face. I come across people that will simply not buy anything online. Beyond trust, some people will not give up the face-to-face experience or "buy without touching".

I expect that people will change over time - but that is another topic.

But the BBB membership is $690 per year and all you get is the seal!
I think it is just as trusting for members to see a GeoTrust or Verisign or any other SSL seal on a site for half the price per year. And with that you get a secure site!

Strapworks,

Good point, however, I think the security seal and the BBB membership address two different concerns. A security seal assures, well...security.

The BBB membership suggests that the company in question is a company that is "safe" to do business with (in a legitamate and customer freindly way) and a company that will work to ensure you - the customer - is satisfied. The seal works to build this perception and ease the customer's mind about this "faceless" website they are about to do business with.

Perhaps the type of product you sell makes a BBB association more or less relevant. Given my product line, one purchase can range from $100 to $1,000. In my case, I think a BBB seal is an asset.

Thanks for the response.

Quite frankly, with all the purchasing I do on the internet, and I have been buying on-line for a long time, I never give any credibility to BBB. Verisign and Geotrust and Thwarte are more meaningful for me.

What i really look for in the little lock on the bottom of the browser showing me the site is encrypted and secure and a credible looking website with an easy way to reach customer service.

I, too, joined the BBB last week and my fee was $390 for the year.

Carrie,

Have you pursued the online reliability component that BBB offers. Just so you are not suprised, it will cost you extra. I believe the fee is another $320 for the year.

I like the easily viewable link to returns and warranties. When you make a customer feel like you are not hiding a thing and they can see everything involved with an order, they will feel better.
Also, going that extra mile for a customer, doing anything in your power to make their order easy and fast will gain trust.
If things are done beyond their expectations than they feel like they are on the top of your list and are getting treated special. Even when you do the same thing for everyone. Our way is getting most orders out within 24 hours (even custom orders), most even go out the same day they were ordered, and for some reason that suprises our customers and makes them happy!
Also, trust can be instilled by having all communication done within 24 hours, emails, phone calls, faxes, etc.
Give the customer every option possible for them to verify you are who you say you are. Give them phone numbers, addresses, emails, security link, bbb link, etc.