Building Trust with Your Customers in the Age of Digital Payment


Given the ubiquity of online shopping and ordering, it’s likely that your small business has at least some presence on the internet, if not a fully functioning online operation for selling your product or service. Because online payments are processed remotely by transmitting sensitive data, customers can sometimes be wary of online payment systems. It’s important that you, just like you would in your shop or store, build trust online with potential customers. Here are a few ways you can accomplish that.

Respect Your Customers’ Privacy

As you’re constructing and designing the layout of your website, always remember to keep your customer in mind. This is especially true at the digital POS. Now, in order for you to effectively process your customers’ orders, you’ll need some baseline information, like address and credit card information, and perhaps a phone number or e-mail address should anything go wrong with the order and you need to contact the customer. But beyond that, don’t pressure customers into divulging more personal information than is absolutely necessary.

Also, remind your customers on your site that you do not sell or distribute consumer information to third parties and assure them that their personal details will only be used to process their orders. Customers, by and large, prefer to maintain a sense of anonymity when is comes to online purchasing, and if they feel that they are being required to submit too much personal information, they may cancel the transaction to look elsewhere to purchase.

Monitor the Conversation

Before they make purchases, customers often refer to online review platforms to see what other customers thought about a service or product. A survey conducted by Dimensional Research found that 88% of those surveyed had been influenced by online reviews before making purchases. More to the point, you online reputation matters… a lot. Be sure to monitor online review platforms, such as Yelp or the customer review sections on Google or Yahoo, to get the low-down on how your business is performing online. Customer reviews may help you refine, re-focus, and re-think your online business in positive ways. In the end, you want to create an online customer experience that hits it out of the park every time! So, listen to what your customers are saying. You’ll be happy you did.

Build a Convenient and User-Friendly Site

In might be helpful to think of a convenient and user-friendly website as the equivalent to quality online customer service. Customers want to be able to browse with ease, compare options and products, and pay without any hassle on your site. Again, it’s important to keep your customer in mind as you design the layout of your site. Is there an intuitive flow to how information is presented and organized? Is it easy for customers to checkout? Does the design have a unified theme and direction? These are important questions to ask yourself about your website. And you may consider working with a professional web designer to get your site up-to-date and looking good. If customers get frustrated or disoriented on your site, you’re much less likely to make the sale. Do everything you can to make your site a pleasure to visit!