Four Things Small Businesses Can Do To Maintain Customer Trust

Now more than ever, South African businesses are spending more time and money online. Worldwide, 30% of customers have also adapted their shopping habits to online environments and marketplaces. So what can South African e-commerce businesses do to continue building and developing trust with their consumers? This strategy needs to be considered and consistent, beginning with these four things.

1. Ensure your payment gateways are safe
Consumers are savvy when it comes to online safety. They have heard the stories and may have already been targeted by scammers or fallen victim to phishing. As a result, they want to ensure that their personal data and credit card information are secure and that the businesses they engage with care about their safety. For online small to medium enterprises (SMEs), it is crucial to provide secure payment methods that protect customers by requiring layered security measures like one-time pins or 3D secure banking app authorizations. Making the safety of the payment process obvious to customers is essential for developing trust in your business. This responsibility is not only appreciated but expected.

2. Watch the reviews
Reviews are crucial for the success of any online business. How customers discuss your product or service online can lead to significant success or major failure. It’s important not only to seek online reviews but also to actively monitor these comments at all times. Where possible, respond to reviews in a courteous and considerate manner, allowing other customers to see that you care about individual experiences. This helps customers feel validated and important, adding another layer of legitimacy to your online store.

3. Get to know your customer
A major challenge for online SMEs is that customers will compare you to both international and local brands, resulting in high competition. Staying in regular contact with your customers will help you understand who is buying from you and what additional needs they may have. The more knowledge you gain about your customers, the stronger your position will be to improve your products and ensure success in any market.

4. Be transparent and remain honest
Transparency is key to building customer trust. This is particularly important in an online environment where much is left to the imagination, such as the operators behind the scenes. By making an effort to keep your customers informed and providing them with a wealth of information, you will begin to build relationships and alleviate any anxiety surrounding the commercial interaction.

The Bottom Line
Online businesses have a more complicated relationship with their customers due to the anonymity associated with the experience. This makes it essential for online SMEs to take additional precautions to get to know their customers and build trust in an authentic way. These four tips will help encourage relationship building, ultimately leading to increased spending supported by long-term trust.