WholeLatteLove.com is an ideal example of a consumer ecommerce website for small businesses looking to build trust online. We’ve spent about $3,000 with the “Everything Coffee” website, Whole Latte Love (TM) over the years. Here’s why.
Photo: Cynthia and Jim’s (Latest) Espresso Machine
My husband and I have a guilty-pleasure habit of daily lattes and espressos. We’ve bought three (sheesh) espresso coffee machines from Wholelattelove.com since 2002.
Whole Latte Love does everything right when it comes to building trust online—they have valuable content, provide topnotch online service, and happily answer questions on the phone when we’ve had problems with our espresso machines. And this was all before they had group bloggers! They’ve been customer-focused from day one. No wonder they have great word of mouth.
This site never makes the mistakes that detract from building trust online listed by Lisa Barone in this great post here.
It starts with a search
Jim found Wholelattelove.com on a Google search in 2002 when he was researching our first espresso machine purchase. It was a completely new website to us.
They work hard to create valuable content
After finding it via a search, Jim stayed on WholeLatteLove.com because—even in 2002—the site had side-by-side comparisons of a wide range of machines. Today we take feature comparison charts and consumer reviews for granted on shopping sites. But that wasn’t the case nearly nine years ago. This site was way ahead of its time.
I’m there for you baby
The Whole Latte Love team was there for us when we needed service. One of the machines had to be shipped to Seattle for repair and they provided all the necessary details to accomplish the transaction.
Consistency is key
The site’s relentless dedication to maintaining ongoing reliable product information helps customers make the right purchase. Each time we’ve made a new machine purchase (okay, we’re on machine number 3) Jim researches to find the best option.
The brand of espresso machine is not as important to me because I trust Whole Latte Love’s information. We purchase the best machine for us that’s available at the time. Often I cannot even recall the brand of machine we have.
Does my story of how I built trust in Whole Latte Love inspire you to make changes and enhancements in your online consumer business? What online brands do you trust? Do tell!
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