Despite rapid growth, consumers are hesitant to jump into the sharing economy because of a lack of trust. Brand-e (@brand_e) reported that there were close to one-fifth of US consumers who participate in some kind of sharing economy activity, with 9% having engaged in entertainment and media, 8% in transport and 6% in hospitality/dining transactions. With those familiar with the sharing economy, almost 90% say it makes life more affordable, while 83% think it makes everything more comfortable, and 75% think it’s better for the environment. That’s according to The Sharing Economy report from PricewaterhouseCoopers (@PwC_LLC).
“For the sharing economy to continue to expand, the players within it will need to find ways to authenticate the identity of consumers,” says PwC. “Some companies have already added identity verification to their platforms, but doing so is not always straightforward. In a peer-to-peer model, not everyone has government verified documents or social media profiles that can sometimes suffice instead. Identifying, and upholding, quality and trust metrics will be critical to success in this evolving model.”
Chad Wittman (@ChadWittman), Co-Founder of Dolly, gave some surefire ways to gain customer trust:
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Background Checks: Ensure that all employees get full background checks, to provide your customers the highest level safety and service.
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Insurance: All p2p businesses should offer insurance to customers when dealing with personal items
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Inspection: Perform regular and random inspections on whichever service, whether it be a house, a car service or product quality, your customer will feel they are getting the best service around.
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Interviews: It may seem obvious, but getting a feel for all of your employees is essential to making sure your company isn’t portrayed in a negative light due to unpleasant service.
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GPS Tracking: Allowing the customer to track their goods is an easy way to put their mind at ease by letting them know where their delivery is.
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Guarantees: Guarantee your customers the utmost value and service. Let them know that you take quality, and their opinion seriously
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Customer Reviews: Provide customers with the ability to rate, and see ratings as essential in their decision to use your services. If you want to narrow down their view, you can offer relevant reviews to what they're looking for.
Although trust may be a glaring issue now, there are many easy steps to take that will allow customers to believe in your company. Given the opportunity, they will not only continue using your service, but will also become strong advocates -- key in today’s competitive climate. The sharing economy is meant to be convenient and quick, but skipping these rudimentary steps of building trust will jeopardize your long-term business goals.
