In the food eCommerce industry, trust drives sustainable growth and customer loyalty, making sure that your company always keeps growing. But how do you build this trust? Trust starts with service. By changing the way you present your business and how you communicate with customers, you’ll foster the relationships and loyalty that will build your brand.
Here are the 7 key service strategies that will build lasting trust and turn first-time buyers into repeat customers.
1. Highlight Company Values:
Aligning your brand with values you and your customers care about brings trust and loyalty.
Showcase your brand values. If you value sustainability, clearly emphasize the use of organic ingredients on your platform. If you value that touch of nostalgia in your work, tell the world about the origins of your brand to showcase your voice and story!
Create engaging blog posts that explore your cooking and baking techniques, recipes using local ingredients, and stories from your kitchen about ethical practices.
Share your sustainable message across social media platforms. Host discussions about ethical sourcing and sustainable food choices and promote them on YouTube, TikTok, and other video-sharing platforms. You could even try hosting a live for real-time customer interaction!
82% of shoppers want brands whose values match their own.
2. Offer Value-Added Content:
Establish yourself as a trusted authority in the food world by providing valuable content to your clients and gaining a following.
Cater your services to different dietary needs and share recipes with your customers. Example: If you’re a fan of comfort food, you may choose to offer a gluten-free vegan option alongside a classic lasagna recipe.
Provide step-by-step cooking tips with clear instructions and helpful visuals. Break down your techniques into easy-to-follow steps with high-quality photos or short videos. Instagram Reels or TikToks usually do better than long-form content, and they’re quicker to plan and film!
Design infographics that summarize the benefits of your food in a visually appealing way. Example: Create a poster on Canva highlighting the health benefits of your different food items or meals. Post it on Instagram stories and keep it on your profile as a highlight!
Offer downloadable meal plans featuring your products and upload them to your website or newsletter. Create plans categorized by dietary preferences or occasions, like a “Back-to-School Lunchbox Meal Plan” or a “Healthy Vegetarian Weekly Meal Plan”.
By consistently delivering informative and engaging content across multiple formats, you’ll educate and entertain your audience. This translates to a more informed and trusting customer base who are more likely to choose your brand going forward.
3. Leverage Third-Party Endorsements:
Getting third-party endorsements can seem intimidating at first – but it’s easier than it seems! This tip is one of the best when it comes to growing your online reach.
Display relevant certifications on packaging and your website. While these might not be the type of endorsements you think of immediately, they’re the hidden factors in building trust by showcasing your commitment to quality and industry standards.
Showcase positive reviews from satisfied customers on your social media pages. Include star ratings, written testimonials, or video testimonials for a personal touch.
Partner with reputable food bloggers or reviewers for sponsored content creation. Send them a sample of your food and ask them to promote it to their audience to reach new customers and gain credibility. Look for influencers posting in your area or small food pages with 5-10k followers to start!
Third-Party Endorsements let you amplify your brand’s message across multiple platforms, reaching a wider audience that already trusts the opinions of established voices.
1 in 4 adults have bought something because an influencer recommended it.
4. Prioritize Exceptional Customer Service:
When making purchases, 83% of customers choose businesses with excellent customer service.
Live chat, phone support, and email options mean that customers can reach you easily with questions or concerns. Make sure your availability is clearly posted so customers know when they can contact you.
Anticipate potential issues like shipping delays, issues with pickup, or genuine mistakes. Proactively communicate with customers in real time via one of your communication channels and offer solutions.
Consider offering a money-back guarantee or another way to make it up to a disappointed customer like a voucher or free product. This demonstrates confidence in your product quality and reassures customers of a positive experience.
Remember, exceptional customer service isn’t just about resolving issues – it’s about creating memorable, positive experiences that people will talk about!
5. Foster Genuine Relationships:
Move past just transactions- make genuine connections with your customers!
Host contests and giveaways to spark interaction and excitement. This could be a recipe contest, a photo contest featuring your products, or a giveaway for a basket of your products.
Feature customer stories and recipes. Ask for permission to share and promote this content on your website and social platforms. Highlight the real people who love your food – this builds trust and authenticity!
Consider creating or joining online communities and forums to connect your customers or even just foodies who could turn into potential clients. This could be a private Facebook group or a page on your website!
Take tips from successful eCommerce business owners and learn how to build customer relationships in the industry.
6. Seek Feedback:
77% of consumers view brands more favourably if they actively seek out and apply customer feedback.
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Create online surveys or social media polls to gather customer thoughts on products, services, and overall experience. For example, ask their opinion on a new product’s flavours or a recent delivery service change.
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Make a space for customers to send you suggestions (via email or on your website). Respond promptly and professionally and consider integrating their ideas to build trust.
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Implement a loyalty program that incentivizes feedback and reviews. Offer points or discounts for completed surveys or detailed product reviews.
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Acknowledge and address negative feedback. Outline the actions you’re taking to prevent similar issues. This transparency builds trust and shows your commitment to improvement.
Consistency and regular check-ins are key here. And remember, dealing with disappointed customers isn’t always the end of the world – as long as you put in the time to address the problem!
7. Stay Authentic:
Earn trust with transparency. In eCommerce, especially as a small business, clarity is key.
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Make sure your product descriptions accurately reflect all ingredients, including allergens, and provide clear information on sourcing and storage.
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Anticipate common customer questions by creating a comprehensive FAQ section. Keep updating this page as your business grows!
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Be upfront about any changes to your products, pricing, or delivery schedules. Never try to apply hidden fees on purchases and avoid tricky wording on your website.
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