If you own a successful brick-and-mortar store, you’ve built it by providing high-quality products or services to your customers. You’ve earned their trust for a variety of reasons: they found what they needed, they like your prices, their friends shop with you, you’ve been around for years…and so on. So how do you build the same trust and confidence with an online store?

Trust can be lost quickly, especially online. We ask a lot from online customers, and their suspicions are already on high alert for fraud, identity theft, hacking, spam and other risks. Not only do we want them to buy our product, but we also require their email, street address, credit card and any other info we can squeeze out of them – which is very different than walking into a store, dropping a few bills and leaving. So here are a few best practices that will put your online shoppers at ease, build customer loyalty and, most importantly, increase conversion rates.

Define your brand

Customers want to interact with distinctive and professional brands that they can believe in and be proud to shop.  Having a strong store name and domain is a great start. Try to avoid hyphens and cute misspellings when choosing a domain name – those can work well for content-driven or social media sites, but can be negative factors for selling products.

Your store’s visual design should be unique, and your messaging needs to be well written. Users can smell a purchased design template from a mile away and will suspect something fishy if they’ve seen stores similar to yours. Your store should be clean but not sterile, so look for ways to infuse your brand personality into your design and copywriting.

Seamless user experience

Your user interface design shouldn’t stray from what consumers have learned to expect from online shopping. As e-commerce has matured over the last decade, it’s established standards that shoppers rely on and demand. Don’t create funky new ways of browsing for products or checking out – continue to build trust with an experience that feels familiar and natural to your customers. There’s nothing wrong with taking cues from the best online stores and emulating their shopping process.

Pay close attention to every point where visitors interact with you. From product browsing through checkout, to email communications, packaging, reliable delivery and confirmation – consistency is essential for building trust. Detail the steps for completing a purchase and aim to under-promise and over-deliver.

That’s what they said

Spotlight your awards, success stories and security measures. Testimonials are great, but people are often suspicious of praise from unknown customers with no last name, so establish your success and reliability in other ways as well. Don’t be afraid to publicize your increase in sales, registered members or traffic. Back up your stats by linking them to reports provided by third-party tools like Alexa or Compete.com. Tout your privacy policies, seals of approval and security certificates.  All of this will help allay customers’ concerns, make them comfortable, and help them feel more secure about your business.

Doing press releases, thought leadership pieces and blogging can position your store as authoritative and sophisticated. You’d be surprised how many shoppers want to get the backstory on your store before they’re willing to enter their digits.

Community

Depending on your store and demographic, building Facebook, Twitter and other social media communities can ease doubt and enable customers to share stories about your shop and products. Be careful to keep a close eye on these communities and monitor the conversations. It’s likely you’ll get some negative comments that you’ll want to respond to quickly. You should always be open to criticism, fess up to your mistakes and explain what steps you’re taking to address them, and inform your customers about your plans for improvement.

Convey, build, and keep trust with your consumers, and they’ll return to your store again and again.

In a previous post, I talked about trimming the fat from content. But let’s face it: trimming the fat assumes you had good meat to start with. In a world where people have precious little time, if you’re thinking site redesign, content strategy has to be a main priority.

I’ve been working with a client recently on a large site redesign. Like many of my other site-redesign projects, this one was long overdue. Much of the content was outdated. It had been managed by a host of individuals, all from different countries, who each had their own way of doing things. The jargon was so product- and business-specific (filled with acronyms and marketing brand names) that it was hard for anyone outside the company to understand. Images (yes, images are content too) were old and poorly optimized, and they incorporated a myriad of photo styles, none of which went together. The client was going to implement a new content management system, which is very robust but needs a lot of management on the development side to institute roles and define content types. What was needed was a true content strategist.

A content strategist works with a client to understand what content will end up on a site, how that content will be organized, what processes will be in place to manage content of different types, and how various types of content relate to one another. Content strategists are part information architects and part copywriters, with a dash of user advocate thrown in. They create rules-based approaches for refining existing content, enhance search optimization of content through metatags and keywords, and develop new content.

While working with an information architect (IA) is necessary in nearly all web and application design projects, for large brochure and information-rich sites a content strategist on the team is also invaluable.

The benefits of working with a content strategist:

• Content strategists are more focused on the specific content of the site and not just the organization of that content as it relates to the overall architecture, as an IA would be.
• A content strategist can develop a matrix that defines content types and sets up relevance relationships to shape how content is linked throughout the site.
• Content strategists can set up keyword, data tag, and metatag information for content elements and pages.
• Content strategists can set up rules for content, such as whether a page title also becomes the menu title to navigate to that page, or whether images should have captions. These details are often too granular for an IA to be involved with.
• A content strategist can define data elements for individual page templates and help the IA structure the priority for those elements. This can be a way to organize existing content, or to help understand what important content elements might be missing.
• Content strategists can help define roles for those who edit content. In complex companies, multiple levels of access and workflow processes might be needed. This “behind the scenes” look into content creation is something information architects don’t often perform.

I recently gave a lecture to the advanced web design class at Farmingdale College. When I met up with professor Jack Harris, he informed me that the kids, mostly juniors and seniors,  saw Loewy Design’s page in the Flash/Dreamweaver Genius Guide, and they were looking forward to meeting with me. A bit embarrassed and very flattered, I asked Jack what book was he talking about and where could I get one.

I later found out that the book is published by Imagine Publishing and promises to be the essential guide to dynamic design and development. We were recognized for our website’s approach to animation and design using purely CSS and Javascript, a technological accomplishment but not exactly what I wanted to talk about in my little seminar. My talk was about the real world lessons that you can’t get from a textbook. I wanted to focus on the process of solving business and branding problems with the online medium.

I tried to push their tech questions aside but they kept coming. I eventually got my point across that the technology we’re using today will be completely different when the students immerse themselves in the job market. They’ll need to educate themselves on the latest versions of Flash and Dreamweaver and keep up with always evolving programming languages throughout their careers.

The most valuable information I could share with them was to describe our thought processes, not only about making a website look great but about creating one that will actually help your clients solve their business challenges. I gave them our secret sauce on how we deliver positive results to our clients and improve their bottom lines.  As a take-away, I provided them, and now you, with a list of reference tools organized by each phase of our process.

By no means is this the complete list, since it too is always evolving, but it could serve as a nice resource and good starting point for students, clients and peers.

If you haven’t seen it yet, Worth recently redesigned their website. Back in my magazine publishing days, I was a big fan of Worth from a design and editorial point of view. They consistently produced provocative covers and nicely designed features, and used innovative illustration. The new online version is a bit of a disappointment, especially in the innovation department.

I would give the new site a passing grade for design and branding, but an Incomplete for its business model and user experience. Some minor issues, starting from the top: the global navigation labels are a bit cryptic. When it comes to global navigation, say it like it is. Section titles that have double meanings, like “Live” (“Live long and prosper” or “Live, it’s Saturday Night”) and “Make” (I won’t get into the ambiguous meanings of that one) are too conceptual and not descriptive enough. Your audience wants to navigate quickly, so don’t make your road signs confusing.

Another mystery is why designate so much prime real estate to a stock market ticker in the top right corner? This affluent community is checking their live market reports through other sources, so I would use this space more wisely.

My biggest question relates to the sustainability of this model in today’s online marketplace. If you are going through a redesign, you need to think far beyond advertising as your only revenue stream. Worth has a nice advisor section which could require paid listings but where’s the community aspect to this site? Worth needs to make users their partners in their online operations.

For example, there’s no way a user can comment on a story, contribute to a blog, subscribe to an RSS feed or even an email newsletter.  Are they not building a database?  Where are the plans for bringing this audience of high-worth individuals together with forums, groups and mobile? Once you’ve got them together you can start monetizing and building different revenue streams.  Perhaps charging for listings in a vendor marketplace; posting jobs; offering premium research (leads) or tools; charging for whitepapers and reports; building affiliate programs…the list goes on. There are many different revenue opportunities for a site like this that should be tested.  Without the community tools and infrastructure in place, there’s nowhere to start.

The community aspect might be in future plans and can always be integrated later — but at this point in time, I don’t think this redesign was really Worth it.

Welcome to our venue for getting personal.  This is where we’ll share our know-how and stay in touch with our professional community. It’s also a platform for others to speak out on trends, best practices and their own insights. It’s a space to open up about our experience and our experiences, and process our processes…and I’ll start off with our thinking about this very blog.

So how do we –or you– know if it’s right to launch a blog? Or the right time? When it seems like everyone’s already blogging, why should anyone start something new?

In our case, we’ve been recommending blogs and social media for clients for sometime now, as part of a robust integrated marketing strategy including other initiatives like email campaigns, search marketing, PR, speaking at conferences, etc. We set our own marketing priorities just as we would advise our clients. First we redesigned our website so that it effectively presents our experience, services and brand personality, and rigged it so it brings in leads and subscribers to our newsletter. Second, we swore to doing our monthly newsletter, Loewy’s Latest, with no excuses, once a month. Now is the blog, and next up is our Facebook Page, Twitter…all the social media we provide the strategy, design and technology for to our clients.

Basically, before starting to roll out social media for our own company, we spent time generating a sort of critical mass through other outlets: optimizing our website to build more traffic, creating a larger pool of contacts through our email newsletter. Now that we’ve achieved that critical mass, it’s time for us to take it further – expand our network and allow the conversations to become less one-way.

A blog is an appropriate choice for us because it’s a good fit with our brand: conversational, friendly, smart, and collaborative.  It’s also a good fit with our goals. We have a lot of experience to communicate but we’re also are always looking for ways to improve and stay on top of emerging trends. Our blog will let us do both.

So how’s your website doing? Does your online identity fit your branding strategy? Does your website’s overall experience match the quality of your products and services?  Are you getting leads, selling products, building awareness or even getting traffic?  If the answer is yes, then maybe you’re ready to do a blog – because you have an audience, a tone of voice and a network. You’re ready to be a thought leader in your industry or at least have an opinion. Of course you can have a blog without a corporate website, and you can even make money at it.   But if you’re like us, and most of our clients and peers, your website is critical for doing business online, disseminating information, and creating the first point of contact for all potential customers.

Let’s say you’ve got it all together and you’re ready get started.  Keep your blog focused, stay in tune with what you know and be relevant to your game.  Yes, there are many blogs in your industry, but any niche or network can use fresh thinking, so don’t be apprehensive. Like any tool, if it is available and right for you, then use it.  Make sure it doesn’t duplicate what your site is already doing for you and your audience – consider it an avenue for a different kind of messaging and communication.

For us, we understand that our audience is an intimate group of professionals looking to share best practices for doing business online. In upcoming posts we’ll be engaging our network and sharing our points of view on what we do best: providing the strategy, design and technology to companies that value the power of the internet. We’re kicking off the dialogue with several topics each month, coming from senior Loewy staffers with different areas of expertise.

Here’s to getting social. We’ve opened the floor, now we invite you to join the conversation…and if commenting is not your thing, just stop by and say Helloewy.