3 Key Steps to Winning Consumer Trust on the Product Page
Getting consumers to your product page and getting them to purchase your products are two different things. The average ecommerce conversion rate hovers just below the three percent mark. That’s not quite three people out of every 100 visitors to your product pages are purchasing. So, you can’t afford to turn off any would-be buyers and they would be if your pages aren’t relevant enough.
Relevancy is more than a product match with a consumer. Unless you sell a very niche item, your product would also be available from a number of retailers. Anything from a shirt to a car can be bought across hundreds of sites across the web. One of the key pillars to relevancy on the web is trust, which makes a lot of sense since buying something online is somewhat final. (Even the easiest return policies are somewhat tedious, which is a reason why retailers with a strong brick-and-mortar presence tend to have better online performance.)
How do you convince consumers that you are trustworthy when they land on your product page? Below are three time-tested and proven techniques to make trust the key pillar on your product page.
STEP 1: Product Reviews
It should be no surprise that people trust other consumers more than they trust a brand. One survey states that 85% of consumers trust online reviews as much as personal recommendations. Reviews prominently displayed on your product pages will give people the peace of mind to make purchases.
What about negative reviews, you might ask? Most consumers are smart enough to realize that not every product is a great fit for everyone. Some people are more vocal than others and sometimes they’ll leave unflattering reviews of your products. Read them and take action, but don’t delete them. A bunch of five-star reviews is just as damaging as having no reviews at all. In fact, 82% of consumers seek out negative feedback only, so if they can’t find it there will be an even greater chance of mistrust.
Your product will speak for itself over time if it’s sold enough, but until then, be thankful for reviews left on your site. Think of them as a little bit of free content marketing from the people that matter most, your customers.
STEP 2: Authentic Photography
The first thing that should come to most product marketers is quality photography. But, quality photography and authentic photography are two different things. How many fast food restaurant commercials have you seen with amazing looking food only to be dismayed when you order the same thing at the restaurant? Those commercials don’t exactly exude trust, do they?
What exudes trust are user-generated content (UGC) like Instagram posts. Because consumers crave authentic photos so much, they take photos themselves to share with their peers via the platform. It became a phenomenon, so a social media agency based in New York gathered and analyzed data, and found out that “Instagram-style”photos increase conversion rate by 25% more than professional product shots.
A professional photographer can make anything look great, and they should, but, consumers expect to get the same thing they see online. If they don’t, and instead got a slightly worse variation, then your product pages will have the same amount of trust as a fast food commercial.
STEP 3: Knowing Your Customer
Perhaps the quickest way to earn trust is to know someone and help them solve a problem. While most products can be found across the web, they’re mostly flashed in front of you as if the product itself is enough reason to buy it. Typically, a person is swayed to spend money on something that solves a problem for them.
How do you know the problem that your customer is trying to solve? That takes persona research and the ability to display variants and suggestions based on who is searching for what. Once you figure out your persona pain points, then you can solve for those and offer your solution on the right touchpoints at the right time. By solving their problem, you’ve gained their trust. Personalization is so effective that according to Accenture, 58% of consumers are more likely to buy from a shop that offers items based on their history.
There are many other ways to prove your trustworthiness, but your product page is where the rubber meets the road, so to speak. Most people aren’t concerned with your corporate messaging and the educational sales funnel that might be set up. When they land on a product page you have a small window to prove that you are worthy of them going through the sales process. That’s done with relevancy, authenticity, and with proof from the people that came before.
How Product Information Management could help you.