Google is now benchmarking the customer experience with its release of Google Trusted Stores.
How It Works:
– Merchants get to display a Trusted Store logo on their site but they will need to share information like shipping, customer service and complaints.
According to Google, ”When a shopper makes a purchase at a Google Trusted Store, they have the option to select free purchase protection from Google. Then, if a problem arises with their purchase, they can request Google’s help, and Google will work with the merchant and customer to address the issue. As part of this, Google offers up to $1,000 lifetime purchase protection for eligible purchases.”
What will this mean to your business:
eCommerce Trust Mark — Having the Trusted Store Logo on your website will give immediate validation of your business entity from a security and reliability perspective.
Customer and Business Protection – It protects your business and your consumers from fraud and potential conflict with a reputable third party moderator.
Consumer Data — By having access to your company’s business activities, the metrics and analytics provided to you by Google can help you refine your business strategy and identify problem areas.
Customer Reviews — This will be a key area of content that will separate your business from your competitors. The more positive reviews, the merrier. This will probably also be where Google Trusted Stores will pull data and metrics about your business.
Website Search Rankings — At some point, all this data will eventually have an effect on the core of Google’s business — Search. Will it affect your search rankings if your store provides a lousy customer experience? — I am willing to bet that yes, it will. Just like Amazon, sellers that have great reviews and feedback get top placement listings under a product’s “Featured Merchants”.
While this new product release probably raises more questions than definitive answers at this point, focusing on the customer experience of your business is never going to hurt in any way.
One thing is for sure, Google is now getting into the “feel good” and emotional area of business — and its algorithms will probably decide which merchants will get rewarded.
– I’ll be betting on the fact that businesses who focus and pride themselves with an overall great customer experience will be the organic search result winners.
Below is a video by Google giving an overview of the Trusted Store program.
Luanne is a senior correspondent for BizTechDay focused on Small Business Tech, Mobile and China based in San Francisco.
In the last 17 years, she has helped launch start-ups and turned around failing operations.
Her international work experience include both public and private corporations in Southeast Asia, Australia and North America. She has previously worked for Oracle Corporation, SonyBMG Music, Universal Music, Catcha Media and SOH Inc.
Apart from a keen interest in technology, Luanne is also and avid explorer of the globe, cultures and people.
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