Who can you really trust these days, especially when it comes to buying and selling online? According to Forbes we shouldn’t trust online reviews as “bogus product reviews are an epidemic.” Fakespot, a site that ferrets out fake reviews, explains that companies will consistently behave in a deceptive way by planting their own positive reviews whilst sullying the competitors. They recommend only buying products from trusted brands and vendors known for their quality.
But as small businesses rely heavily on good reviews to draw in online customers and according to Dimensional Research 90% of consumers say their buying decisions are influenced by online reviews* - how can you help your customers to build trust in your brand?
What is trust?
The definition of trust is “reliance on the integrity, strength, ability, surety etc, of a person or thing.” It’s imperative for businesses that predominantly trade online to build a reputation of integrity and trust to amass a longstanding customer base on which to trade. Equally, customers must know they are making good purchase decisions and feel they are not being taken advantage of. Once you have built a relationship of trust with a buyer, they are far more likely to return to you and buy again.
But this is not easy to achieve and takes time to undertake and to nurture, involving every stage of the buying process.
How to build trust
From the word go it is important to make your customer’s experience positive and memorable for all the right reasons. Below are listed some tips to help build brand trust online:
- Maintain a professional Website
- Provide valuable content
- Engage customers in a two-way communication
- Be accessible via multiple channels
- Do not keep the customer waiting
- Host live video events
- Keep your brand consistent
- Share trustworthy links
- Make sure your brand acts responsibly
- Encourage user reviews, publish the negative ones too!
Word of mouth from those who have experienced your product and service is invaluable when it comes to boosting consumer confidence, which is why a large proportion of purchasers will analyse the reviews before committing. But how can you ensure your reviews come across as authentic and safe to trust?
How to keep your reviews authentic
Authenticity means remaining true to who you really are as a business, keeping integrity with your customer and maintaining a genuine brand reputation. What are your core values, your mission and how do you convey these in a genuine way to your customers? It may appear obvious to those companies wishing to keep it real, but you should never doctor your reviews or offer misleading feedback as people will quickly suss out your ruse and the damage will be done.
On the positives, publish your testimonials from real people, with photos if possible and include the criticisms too; no business is perfect, but people will apply leniency where one is trying to do the best by their customers. In support of this, advertise any industry awards or accolades attesting to your credibility and prowess on your website or social media, along with associations you may be affiliated with. These help to create an impression of reliability and trustworthiness.
Roller Banners UK - a trustworthy brand
In operation since 2005, Hampshire based Roller Banners UK is a brand you can trust when it comes to designing, manufacturing and delivering roller banners and advertising displays to your door. The majority of orders for roller banner products are online, a massive 54,400 plus to date, serving 36,600 (and counting) customers. They really are connoisseurs of their art offering a vast roller banner selection of differing quality, size and pricing, which are all designed and digitally printed onsite.
Roller Banners UK share a very bold mission statement with customers showing their genuine intention to provide a product of value.
“Our commitment to producing the highest quality, fast turnaround and free next day delivery means your roll up banner stand will be printed and delivered, to the highest standard, in just 48 hours. We also offer a super-fast same day despatch service - a true 24-hour delivery service.”
All stands are supplied with a quality guarantee that reassures customers they will receive what they order, i.e.; the product will not fail on first use and it will be printed with the design they requested. In addition to this, all roller banner mechanisms are supplied with a manufacturers warranty of a specified number of days.
Further assurance is provided on the Roller Banners Website for customers who are not fully satisfied with their product. Since all roller banners are custom made the customer does not have any rights to refunds or returns. Nevertheless, the team have vowed to do their best to make it right. Customers can also take comfort in the following guiding principles in resolving any disappointment:
- If it’s broke, we’ll fix it
- If it’s late, we’ll refund the delivery cost
- If it’s been used and is not working, we’ll collect it and take a look
- If we’ve made a mistake, we’ll sort it out
- There are no hidden costs and we’ll consider your request up to 14 days after despatch
The Roller Banners team have great confidence in the products they make and in their own ability to provide their customers with a first-class service. But what do their customers have to say?
Roller Banners website reviews
Super Saver Roller Banner Reviews (59 Reviews)
Posted by Katie Mitchell on 6th Jun 2019
“For the money we spent on this banner, the quality is great! no problem with colouration or any size issues. Quick and convenient delivery”
Obscene value for money
Posted by Alex LB on 26th Apr 2019
“I honestly don't know how these guys turn around my design, print it to amazing quality and get it to me in next to no time for loose change. I think this was my fifth order from them in the last 9 months! Brilliant.”
Posted by Debbie Murdoch on 11th Jun 2019
“Excellent quality, way better than expected for
the price. The print finish, sturdy display stand and carry bag it comes in
exceeded our expectations - would definitely recommend and use again!
Turnaround time was second to none, well done.”
Economy Roller Banner Reviews (400 Reviews)
Great quality and very good price!
Posted by Katie on 5th Jun 2019
“Very good quality, easy to put together, and a great price! I was worried our image quality would be too low, but on the matte finish they look fine.”
Economy Roller Banner
Posted by Sara on 14th Jun 2019
“What great value for money, I would not have said this is an economy option, it is really good materials and printing and solid build.”
Posted by Shea Natural Skincare Ltd on 25th May 2019
“Fantastic. Super pleased with quality of images / photos when 'blown up' huge and the colours and also the banner itself build wise. Came in lovely zip up carry bag. Got delivered even sooner than I expected. Excellent value for money. Really professional all round. Def use again. Very happy.”
Budget Roller Banner Reviews (552 Reviews)
Posted by Brent Foster on 6th Jul 2019
“Thank you for such a great service. Ordering from you was just easy and the roller banner is amazing quality!!! “
Budget Roller Banner
Posted by Alex B on 27th Jun 2019
“Very good value for money in comparison to other companies. Was very hesitant due to the price if the quality would be good. It definitely exceeded expectations and so I will be using them for future orders!”
Posted by Cooper Shaw on 26th Jun 2019
“Banners came in two days, look great and are half the price of big-name competitors. Support for design specifications is great and my banner turned out just how I wanted it.”
Better than anticipated
Posted by Seonaid Ross on 16th Jun 2019
“A contact recommended Roller Banners UK to me so I decided to give them a try. I was very impressed with the ease of uploading artwork, the price of the banners couldn't be ignored, the delivery first class and quality is perfect.”
Premium Roller Banners Reviews (83 Reviews)
Posted by Karen on 26th Jun 2019
“Good ordering experience, efficient delivery and very happy with the new banner”
Premium Roller Banner
Posted by Catherine Steelyard on 10th Jun 2019
“Fantastic product and great customer service throughout. Fast delivery time as promised.”
Great quality - looks excellent
Posted by chris on 20th May 2019
“Chose the Premium banner because we wanted something likely to last. Stand base seems solid, rewind spring is working well and banner printed perfectly & feels a good thickness. Case is also good quality so, overall, delighted!”
With a total of 1090 reviews and a rating of 5, customers purchasing the standard sized roller banners appear very satisfied with the results, but question could arise over the authenticity of these reviews and lack of negative comments. It would be easy to manipulate the feedback and post it on the website but what if the feedback comes from an external source and is unseen by Roller Banners until they are posted?
Google My Business
Google My Business (GMB) is essentially a local business listings service, which searchers can use to look up relevant information about chosen businesses such as the address, opening hours, contact details and a summary of reviews. Once the name has been entered in the search bar all the details, including links to directions are to hand.
If a search is made for a business type in the locality google my business will list these for selection. This is where the reviews and star ratings are useful in making your business stand out. These listings dominate the first page of a search whereby google will position them according to their star ratings, with the top-ranking listings foremost.
Roller Banners UK appears at the top of the listings when a search on ‘roller banners’ is made, showing 569 google reviews and a 4.9 star rating on Google My Business.
Google Customer Reviews
This is a free service run by google enabling online businesses to collect feedback on their site from customers who make a purchase with them. How exactly does this work?
Google Customer Reviews ask the customer to opt in to receive a survey about their experience.
Google will send the survey on or around the delivery date so the customer can review the entire shopping experience.
The customer will rate using a star system whereby 1 is the lowest score and 5 is the maximum score. There is also space for them to submit additional comments.
Google then aggregates these scores to give an overall star rating for a business which will appears in both organic and paid listings search results.
The merchant or supplier can respond to these reviews by setting up a merchant’s account, but they cannot alter, omit or add to them.
These reviews are entirely customer led in that they can choose to give their opinion or not, providing positive and negative comments at their discretion.
*There is a key difference between Google business listings (Google reviews) and Google customer reviews in that the latter verifies only customers who have actually made a purchase from the website submit the reviews.
Again, the results for Roller Banners UK are most encouraging for customers looking to find a value for money roller banner product they can trust. It is evident from the 882 reviews and rating of 4.8 that existing customers are completely satisfied with their purchases. Read on for the details on Google Customer Reviews.
Feedback across the board for Roller Banners UK is inspiring and encouraging but don’t rely on the opinions of others, why not call the studios today and try for yourself?