When customer trust becomes the business orientation in e-commerce

(Dan Tri) - Not just a price race, Shopee sellers show that a development strategy based on customer experience is the key to long-term growth.

Among the many choices on the e-commerce platform, the motivation for consumers to click payment is not only the attractive price, but also the feeling of security when shopping. Therefore, many online sellers have been focusing on building reputation from the smallest steps in the operation process.

New seller and the journey of building reputation from the smallest things

After just over two years of opening, KangPet, a pet care products store, has more than 14,500 followers, becoming a favorite shop on Shopee.

According to Mr. The Anh, a new seller who wants to build a reputation on the e-commerce platform needs to do well in both products and services. Therefore, KangPet focuses on investing from packaging to customer care before and after receiving the goods.

“The seller not only sells products, but also sells experiences. With good reviews, KangPet will send additional coupons for the next purchase. If the customer is not satisfied, we will re-check the order and support free returns,” Mr. The Anh added.

KangPet focuses on investing in packaging and customer care programs (Photo: KangPet).

In addition to its own plans and strategies, KangPet representatives said that the "Favorite Shop" brand from Shopee also contributes to improving consumer experience and trust.

Favorite Shop on Shopee is a label for stores with good sales and performance, and must achieve high scores in criteria such as customer response rate, rating score, successful order rate... Therefore, from the very beginning, KangPet has set a goal of achieving this label as quickly as possible with meticulousness in business.

Sharing about the recent Mega Sale 11.11, KangPet representative said that the number of orders has increased 3 to 5 times compared to normal days. For Mr. The Anh, all the successes achieved, from customer trust to stable revenue with optimal resources, make sellers like him feel more secure in the process of operating and doing business on the platform.

Looking ahead to the year-end shopping season, KangPet expects to continue growing through expanding its product portfolio, optimizing its store and upgrading its customer service.

Stable revenue and trust from buyers are the motivation for KangPet to upgrade its store on Shopee (Photo: KangPet).

8 years of maintaining consumer trust of GenZ fashion brand

SSStore.Aesthetic is a typical example of a sustainable development journey to build a position on the e-commerce platform. Joining Shopee 8 years ago, this fashion brand has become a familiar choice for young people pursuing a dynamic and individual style.

Mr. Duong Trung Nhan, brand representative, shared that from the early days, SSStore.Aesthetic determined that e-commerce had changed consumer behavior and he and his team wanted to be at the forefront of that trend.

Over the past 8 years, Mr. Nhan has always aimed for three core elements to build the position of SSStore.Aesthetic: stable quality - quick response - transparent return policy. Each image posted on the floor clearly shows the material and shape, helping buyers feel secure in their choice. At the same time, the customer care team is also on duty 24/7 to handle all requests.

Images posted on the store must show the actual quality of the product (Photo: SSStore.Aesthetic).

Thanks to that perseverance, SSStore.Aesthetic has gained the trust of many customers, with more than 425,000 followers on Shopee and achieved the Favorite Shop+ label. Mr. Nhan said that maintaining this label has never been easy, because just one bad experience can affect the reputation of the entire store.

Not only focusing on operations, the shop also takes advantage of Shopee's data system to analyze sales, shopping behavior and optimize business plans. "Thanks to Shopee's system, we can save costs, time and focus more on improving customer experience," he said.

Business operations are optimized with support tools from the floor (Photo: SSStore.Aesthetic).

The number of orders during the Mega Sale 11.11 event increased 10 times compared to normal days, which is an impressive achievement of SSStore.Aesthetic. According to Mr. Nhan, the rate of returning customers continuously increasing year by year is also a testament to the strong trust between the brand and consumers.

At the end of this year, the brand will focus on boosting production of jeans and t-shirts to meet consumers' needs in preparation for Lunar New Year.

The story of KangPet and SSStore.Aesthetic shows that, whether you are a new seller or a brand that has been involved in e-commerce for many years, reputation is still the core factor that determines success.

In the effort to build and maintain the position of sellers, e-commerce platforms like Shopee play an important role, providing operational support tools and programs to help increase recognition, thereby creating a safe and transparent business and shopping environment in the digital space.

Source: https://dantri.com.vn/kinh-doanh/khi-niem-tin-cua-khach-hang-tro-thanh-dinh-huong-kinh-doanh-tren-thuong-mai-dien-tu-20251118092126324.htm