Trust is earned after the purchase

Maria Stoyanova explains why the real work of customer trust begins after the order button is pressed.

Where is customer trust most often lost?

Maria Stoyanova: In the gap between the promise and the operation. A beautiful interface cannot compensate for an inaccurate deadline, an unclear return or silence after a problem.

What does durable e-commerce growth mean?

Not buying revenue with processes that cannot be repeated. Margin, logistics and service must grow as one system.

Which metric is often underestimated?

The reason for repeat contact. It reveals more about the product and the operation than short-term satisfaction after purchase.

Customer trust does not end with the order — that is when the promise starts being tested.

Demo profile. The person, company and statements in this article are fictional and used only to demonstrate the editorial format.