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Atricle Dump - Communicating Trust to Online Customers - Web Usability Part 1
Employee pre-screening often involves a criminal check, drug screening, medical history, credit history, driving history, and other kinds of background checks. These are essential to help the employer choose the right applicant for the job and avoid litigations in the future stemming from hiring a dangerous employee.Private companies that help employers investigate a person are steadily growing in numbers. They are usually licensed in investigation and have access to some extent to records that are off limits to the public, such as school records and criminal records. Hiring a private investigator to check on a person need not be very expensive. Many companies do a basic crim
• Photographs of the store owner or manager, staff and brick and mortar operations
• Company history
• Management biographies
• Community involvement
• Corporate Partners and Suppliers
• Press Releases
• Professional Affiliations
It’s All About Them
Users must understand how a company conducts business before they will co
ISO 27001 calls for controls to be implemented on removable media to stop unauthorised access and transmission of data. It is not unknown for a disgruntled employee to download data containing commercial information onto some form of portable memory device just before leaving employment. This can be sensitive information such as customer information, product information, designs or drawings.The compromise of these documents can be very damaging for the employer. It does not matter that the employee has signed a confidentiality agreement because the damage is already done.Sensible employers who wish to prevent data downloads can stop any transfer of data from a USB
Online trust is similar to a contract between a retailer and a customer. Trust is an expectation that grows as customers interact with your brand. Those interactions span a range of touch points including print and broadcast advertisements, catalogs, promotional mailings, employee contact, as well as your retail and online stores. Each one is equally important; each can make or break the trust your customers and online visitors have or expect in your company.
Trust is in fact what drives all commercial transactions between a retailer and customer. When you make a purchase in a retail store, you take it on trust the products are fit for their intended purpose. You trust that if it does not work, or if you change your mind about the purchase, the retailer will accept the returned product. You trust that when your credit card is handed to a sales associate, the proper amount of money is securely transferred. These are basic trust expectations customers have with retail establishments and with online websites as well. And if that trust is broken, the relationship is void and very difficult to rebuild.
There are many components which contribute to how the customer experiences your brand, and the level of trust people have in your ability to deliver on your 'brand promise’. To build and maintain trust online, websites, both Ecommerce and not, must include ‘trust elements’ to cultivate a positive relationship between a company and its potential and existing customers.
Online Trust Elements
Accurate product information is critical to helping consumers make informed purchasing decisions. When a purchase is made based upon inaccurate information, what happens to that customer’s willingness to trust you in the future? When the inaccuracy becomes apparent to the customer, what is the cost to correct it? At best, the product is returned and exchanged for one that fits the needs of a customer that is now frustrated and distrustful of your information. At worst, the product is returned and you’ve lost a customer forever. Product information must be concise, relevant, well-written and persuasive.
User-friendliness, aka Usability
People expect retail sales clerks to be friendly and knowledgeable, and the purchasing process to be painless and efficient. Customers bring those expectations of a pleasant shopping experience with them when visiting a website. If online user-friendliness standards fall below customer expectations, your website will lose sales due to higher-than-average website abandonment. Three major issues users have with websites is poor navigation, ineffective search functions and low quality product photographs. Fixing just these issues alone will greatly increase conversion ratios.
It’s All About You
Online shoppers want to know who they are dealing with. Websites must try and create a connection between the visitor and company similar to the empathy developed between a customer and the sales clerk during an in-store visit. Here’s a list of trust elements needed in the About Us section to replicate in-store experiences online:
• Photographs of the store owner or manager, staff and brick and mortar operations
• Company history
• Management biographies
• Community involvement
• Corporate Partners and Suppliers
• Press Releases
• Professional Affiliations
It’s All About Them
Users must understand how a company conducts business before they will com
It's one thing to write a book, but an entirely different thing to write one that's saleable, viable, and marketable. With careful planning you can market, promote, and get (free) publicity (publicity is always free) on a limited budget; you can take the cheap and easy way. In today's publishing environment, a book's success depends greatly on a strong marketing plan.Using press releases can be a very effective marketing tool if used properly. Your book press release should not be written as you would a sales letter or flier, it should be written for the editor and tell about your book in a factual way, no opinion or glowing remarks. Learning to write and use powerful optimize
There are many components which contribute to how the customer experiences your brand, and the level of trust people have in your ability to deliver on your 'brand promise’. To build and maintain trust online, websites, both Ecommerce and not, must include ‘trust elements’ to cultivate a positive relationship between a company and its potential and existing customers.
Online Trust Elements
Accurate product information is critical to helping consumers make informed purchasing decisions. When a purchase is made based upon inaccurate information, what happens to that customer’s willingness to trust you in the future? When the inaccuracy becomes apparent to the customer, what is the cost to correct it? At best, the product is returned and exchanged for one that fits the needs of a customer that is now frustrated and distrustful of your information. At worst, the product is returned and you’ve lost a customer forever. Product information must be concise, relevant, well-written and persuasive.
User-friendliness, aka Usability
People expect retail sales clerks to be friendly and knowledgeable, and the purchasing process to be painless and efficient. Customers bring those expectations of a pleasant shopping experience with them when visiting a website. If online user-friendliness standards fall below customer expectations, your website will lose sales due to higher-than-average website abandonment. Three major issues users have with websites is poor navigation, ineffective search functions and low quality product photographs. Fixing just these issues alone will greatly increase conversion ratios.
It’s All About You
Online shoppers want to know who they are dealing with. Websites must try and create a connection between the visitor and company similar to the empathy developed between a customer and the sales clerk during an in-store visit. Here’s a list of trust elements needed in the About Us section to replicate in-store experiences online:
• Photographs of the store owner or manager, staff and brick and mortar operations
• Company history
• Management biographies
• Community involvement
• Corporate Partners and Suppliers
• Press Releases
• Professional Affiliations
It’s All About Them
Users must understand how a company conducts business before they will co
Every business loses customers, but not many do much about getting them back. And that is a big mistake. Studies show that the average business looses 20 percent of its customer base each year.Here’s what that means in practical terms: For example, let’s say your business has 700 customers that buy repeatedly from you during the year and each customer spends an average of $300 a year. If you loose 20 percent of them ( one hundred and forty), you’ll loose $42,000 a year. That’s a lot of money to make up with new customers.The longer you keep a customer the more he or she is worth to you. In part, because it takes a lot more money to acquire a new customer than it does t
Online Trust Elements
Accurate product information is critical to helping consumers make informed purchasing decisions. When a purchase is made based upon inaccurate information, what happens to that customer’s willingness to trust you in the future? When the inaccuracy becomes apparent to the customer, what is the cost to correct it? At best, the product is returned and exchanged for one that fits the needs of a customer that is now frustrated and distrustful of your information. At worst, the product is returned and you’ve lost a customer forever. Product information must be concise, relevant, well-written and persuasive.
User-friendliness, aka Usability
People expect retail sales clerks to be friendly and knowledgeable, and the purchasing process to be painless and efficient. Customers bring those expectations of a pleasant shopping experience with them when visiting a website. If online user-friendliness standards fall below customer expectations, your website will lose sales due to higher-than-average website abandonment. Three major issues users have with websites is poor navigation, ineffective search functions and low quality product photographs. Fixing just these issues alone will greatly increase conversion ratios.
It’s All About You
Online shoppers want to know who they are dealing with. Websites must try and create a connection between the visitor and company similar to the empathy developed between a customer and the sales clerk during an in-store visit. Here’s a list of trust elements needed in the About Us section to replicate in-store experiences online:
• Photographs of the store owner or manager, staff and brick and mortar operations
• Company history
• Management biographies
• Community involvement
• Corporate Partners and Suppliers
• Press Releases
• Professional Affiliations
It’s All About Them
Users must understand how a company conducts business before they will co
It seems that most people are starting or at least thinking about starting their own business. While the history of entrepreneurship is as old as humanity, today's economic climate and booming internet marketplace have brought even more people interested in venturing out on their own.Sadly, while many people dream of starting their own business all too often those dreams fail miserably causing professional and financial devastation for those involved. How do you know if you have what it takes to start your own enterprise and make it a success? While some people like to point to the market idea, economic climate and other outside factors, I believe success and failure are deter
User-friendliness, aka Usability
People expect retail sales clerks to be friendly and knowledgeable, and the purchasing process to be painless and efficient. Customers bring those expectations of a pleasant shopping experience with them when visiting a website. If online user-friendliness standards fall below customer expectations, your website will lose sales due to higher-than-average website abandonment. Three major issues users have with websites is poor navigation, ineffective search functions and low quality product photographs. Fixing just these issues alone will greatly increase conversion ratios.
It’s All About You
Online shoppers want to know who they are dealing with. Websites must try and create a connection between the visitor and company similar to the empathy developed between a customer and the sales clerk during an in-store visit. Here’s a list of trust elements needed in the About Us section to replicate in-store experiences online:
• Photographs of the store owner or manager, staff and brick and mortar operations
• Company history
• Management biographies
• Community involvement
• Corporate Partners and Suppliers
• Press Releases
• Professional Affiliations
It’s All About Them
Users must understand how a company conducts business before they will co
In school we learn a variety of math formulas. We learn how to convert temperatures from Fahrenheit to Celsius; we learn how to calculate the area of a triangle and much more. The beauty of these formulas is the certainty they provide. We know that if we know the formula and have the correct inputs, we can compute the correct answer. Presumably, as adults we are using these formulas to solve a problem and move us towards something we desire.People ask me about unleashing their potential – how to do it, what steps to take and more. Because of this recurring and important question I have worked to distill part of the answer into a formula. This formula will help us because
• Photographs of the store owner or manager, staff and brick and mortar operations
• Company history
• Management biographies
• Community involvement
• Corporate Partners and Suppliers
• Press Releases
• Professional Affiliations
It’s All About Them
Users must understand how a company conducts business before they will commit to a purchase. Websites must parallel an in-person experience within the online environment by visibility and functionally demonstrating an understanding of users’ expectations. Your online customers want to know:
• What are the return and refund policies?
• What guarantees, warranties and promises of satisfaction are connected to each purchase?
• Is the website safe and secure for online transactions?
• Is there a toll-free phone number and email address?
• Can she speak with a real person?
• How fast will service or product problems be addressed and solved?
• Any professional accreditations like BBB and Verisign?
• What methods of payment are available?
• How are products shipped for delivery?
Keeping the Brand Promise
Branding is as important to establishing online trust as fulfillment capabilities, customer care, or search functionality. All website elements must adhere to and reinforce corporate branding guidelines for style, tone and manner. Inconsistencies are magnified online and differences, perceived or real, will give reason for distrust and lower conversion rates.
Know Yourself and Your Customers
To build online trust and customer loyalty, understand how your website is gaining, keeping and losing customers. Understand how your customers interact with your website by implementing a web usability audit. Understand why certain people buy from you, while others don’t. Intimate knowledge of who your customers are will allow you to build a website to satisfy the needs and expectations of those customers. Happy customers, as we all know, quickly become loyal, repeat customers.
Find out more on web usability and Internet marketing at VKI Studios.com
Find Part 2 on our website.
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