Put a face to your e-commerce website

When you go to a shop you talk to the sales person who is serving you, right? You probably have a chat about a few other things like sport, the weather etc, and possibly some other friendly banter. It's all part of the sales process, and it helps build rapport and confidence with the customer.

So why is it that on nearly every e-commerce site there is hardly ever a face behind the business?

Consumers want to know WHO they’re doing business with. This is especially important for businesses who do not yet have an established brand.

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A clear message of what the online e-commerce retailer is about, along with the history of the company, and a few personal touches can really help. In a store you can see happy workers or unhappy workers, but it’s difficult to see the human face of an online retail e-commerce website.

All of this presents a special challenge for online retailers that don’t interact with customers face to face.


So what do you need to do ? ...


1. You can improve your reputation by making it easy for customers to contact the retailer, for example an obvious 0800 number or customer support email address.  


2. Personal touches, such as by putting a note in each package from the staff member who prepared it offering ways the consumer can get service if necessary.


3. People today don’t want to do business with a company they don’t know. They need to feel there’s a substantial company that will be around and stand behind their products and services. Be sure to include a page on the site about the company, and some friendly faces of the humans that started the business and actually work there!