Trust is defined as “Firm reliance on the integrity, ability, or character of a person or thing”. Building trust is crucial to any successful web site. So how do you build trust?

Here is what we have been told by many activists of “Internet marketing”:
- Create a product or find a product to resell
- Put up a web site
- Work on Content
- Buy or Get FREE Internet Traffic (too many ways to talk about)
- Capture the visitor information
- Optimize and add more Content

Let’s face it, today’s web site visitors are more educated then ever before. Building online Trust is not as simply as putting up a site and asking for their information. In today’s world the web site owner works tirelessly to bring traffic to their sites just to watch the majority of those visitors surf away without providing their information
or buying their product.

So how do we build trust online? 

Here are some of our thoughts on the subject:

1) Manage Expectations:

Part of managing the relationship with your customers is to manage expectations. Make sure that there are NO surprises along the way. Give them instructions as to the process of ordering, what happens next and who they can contact for more information.

Remember that people buy from people and therefore need to have the belief that they are in control. Any sale is a process and should be looked at in that way.

2) Building Trust vs Killing Trust

There are many touch points along your sales process that will give you the opportunity to communicate with your customer. Whether it will be by chat, email or by voice keep it mind that at the end of any conversation there really is only two outcomes. You are either building trust or killing trust. I guess my question to you is what would you rather do?

Answer all voicemail, emails and chat sessions on a timely fashion and treat your customer the way you would like to be treated.

3) Use eCommerce Tools to Build Trust & Facilitate the Buying Process.

By using eCommerce tools such as online email marketing, real-time chat and online reminder services you are able to facilitate the buying process and build trust.

Trust building basics:

1) Easily visible and comprehensive contact details
2) Use of secure certificates
3) Privacy policy
4) Terms and Conditions
5) Real time user submitted ratings and comments / testimonials
6) Clearly define if it's a real business and / or explain who you are
7) Have an about us page
8) Refund policy
9) Accessibility policy
10) Clear no spam policy

These are just ten thoughts pretty much off the top of my head which I think would contribute towards building trust online.

Then there's also the grass roots basics which shouldn't need to be mentioned like having your own domain name and not using free (banner or popup supported) hosting - the thing is I see many sites which have banners for flashing emoticons in your email, a poor free hosted domain and space and they expect people to buy from them.

Customer support and replying to emails and calls is just part of it, by the time they want to contact you they're most likely sucked into what you're offering anyway or possibly checking you're a real site before they place an order.

Ask yourself this: Would you buy from this site? If no, why not? Ask friends and family the same and invite user feedback online then show you listen to it.

I suspect a lot of it is down to good practice.

it's nice to have visitors, even repeat visitors.. but if you do not convert it is pointless..
it's nice that they read all of the good stuff you have on your site..

but without the proper tools..  good luck building trust..
and long term customers..

auto responders increase conversion rate.. and build trust
email marketing increases conversion rate.. and build trust
Reminder Services certainly increase conversion rates.. and build trust

if you are out to make a quick buck, they you have all the good stuff on your site..
but to build long term trust; you have to use tools to facilitate the process..

all above otpions are good in  terms of building customer loyalty and trust but these activities are concerned and  based with in website. Many stores, manufacturers or retailers concentrate only on local (with in website) trust and completely ignore the fact that most of their customers come from price comparison websites, search engines, directories and links. so make sure your reviews, comments and ratings are positive on price comparision websites,  links to your websites are provided from reputable websites and not just junk affiliate websites, concentrate on quality of links in directories than quantity.

you gotta keep that in mind if bulk of your users come from these channels...

Best Wishes...

'remindme', you're quite a bit right in your points. as a customer, i've experienced many hidden costs or other surprises whc have made me at last leave that product and fnd somethin else. its not jst about catchin visitors and make ur traffic grow tons. even if u have less traffic, u've got to make the visitors happy who return or come as new. its too imp. to maintain ur trust on your already list visitors b'cos probably they could be the ones who recommend ur site to many more and this might go so on.. but on the other hand if u fail to build trust towards the customers they may be the ones to criticize u later whc only helps you lose your existing as well as new customers. i've had a latest article posted in my blog about emphasis of customers and not only developin the site for the site owner. you could have a look at it here::
http://rhombuz.blogspot.com
Regards,
Varun