7 Ways to Build a Website That Customers Trust

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⏰TIMESTAMPS⏰
00:36 – Does your site look professional?
01:56 – Prove that you are real
03:22 – Show off your big clients
04:16 – Show off your real customers
05:29 – Is your website safe?
07:20 – Display your return policy
08:46 – Be upfront about your shipping costs

Have you ever looked at a website that made you immediately wonder, “Is this site legit?” Most of us have. Does your website make people ask that question? Does it feel like they can trust it with their time, energy, let alone their credit card number?

That’s why, as a website owner, you have to pass this eye test. You need to take steps to show to your visitors you’re trustworthy. That whatever it is you have, it’s worth it for them to check out. It’s up to you to build a website that inspires trust. Here are the seven things we look for when we land on a new site and need to make a decision about whether or not they want to keep going.

1. Does it look professional?
Because people form impressions about sites in about 50 milliseconds, this is not the area to skimp out on. Trends change fast. If it’s been more than a few years since you’ve redesigned, you probably need a fresh look.

2. Are you real?
There are pretty obvious reasons why you don’t want to buy from a robot. If there’s a problem with shipping, or you need to call customer service, you want to speak to a flesh-and-blood person who understands your problem — not C-3P0. Provide employee photos, pics of the office, and the address where you actually work.

3. Who are your big clients?
This one is all about legitimacy — about making people feel that if other, super well-known companies have done business with you, they’ll be safe doing the same. Even large companies like Amazon do it. Displaying their Fortune 500 clients really helps close deals, but displaying small and medium-businesses cut the conversion rate in half! If you want to show off the press you’ve received, the same principle holds. If it’s not a well-known publication, it might actually hurt your conversions.

4. Do you have (real) customers?
The easiest way is to get ratings and reviews for the stuff you’re selling. So when you’re building an ecommerce site, it’s important to check to see if it’s easy to gather and display reviews. It’s important to remember not to delete the bad reviews. Bad reviews (mixed in with more good ones, of course) show clients you’re real, and not astroturfing your store with impossibly glowing coverage.

5. Are you safe?
This one is easy. You’re not about to hand over your credit card info if a site isn’t taking security seriously. Having the little padlock in the address bar that lets visitors know their information is encrypted and cannot be stolen. No SSL? No business, thank you very much. So when you’re picking a vendor to build your e-commerce website, see if they provide a way to show seals that foster customer trust.

6. What’s your return policy like?
If your customers are thinking about your return policy, then they’re already thinking about buying. But showing off your return policy loud and clear is a good way to show you’re an upfront, customer-first business. In other words, the type of place we can trust, and where we all like to shop.

7. What’s your shipping pricing like?
Like your return policy, this might not seem trust-related at first glance. But shipping prices are about being honest and upfront with your customers and about not hitting them with surprise charges.

It might seem like you have to do a massive overhaul of everything around your site or else no one’s going to trust it, but that’s not the case. If not all of these apply to you, don’t worry about it. Think about each one as a piecemeal improvement. Each one is going to help build trust incrementally. The more you have, the better, but as long as your site is passing that split-second eye test, you’ll be alright.

The Journey is what everyday entrepreneurs, like you, need to follow in the pursuit of online success. Our experienced GoDaddy Guides are here to take you through all the steps, both big and small, that you encounter every day.

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