Case Studies—Digital Marketing—The Trust Gap That Was Costing Them 18% in Sales

The Trust Gap That Was Costing Them 18% in Sales

Promise Epoxy had a great product, strong reviews, and a 1% return rate. New customers still weren't buying.

90 daysShopifyContent & CopywritingConversion Rate Optimization (CRO)eCommerce Theme Design

Impact

+18% increase in sales

+18% increase in site-wide conversion rate. New customer purchase rate hit an all-time high. The return rate stayed at 1%.

Gallery

The Trust Gap That Was Costing Them 18% in Sales — image 1

The Trust Gap That Was Costing Them 18% in Sales — image 2

Overview

Promise Epoxy

Promise Epoxy added a brand story and a satisfaction guarantee. Conversion rate climbed 18%. The return rate never moved.

The Challenge

What needed to change

Promise Epoxy came to us with a healthy product and a conversion problem. Their Shopify store had good photography, competitive pricing, and genuine customer reviews. The product worked. Customers who bought, loved it.

But new customers weren't converting.

The site said nothing about who was behind the brand. No history. No people. No story. A first-time visitor had no way to know they were buying from a company with 40 years of industry expertise, scientists behind the formulas, and manufacturing right here in the USA.

And if something went wrong? There was no visible promise that anyone would help.

New customers landed, looked around, and left.

The Approach

How we solved it

The problem was not the product, the price, or the traffic. It was a trust gap.

New customers carry a different set of questions than repeat buyers. They are not evaluating the product yet. They are evaluating the company. Who made this? Are they real? What happens if I'm not happy?

If those questions go unanswered in the first few seconds, the customer leaves regardless of how good the product is.

Our approach was simple: surface the brand story where new customers would see it, and remove the risk of a first purchase with a clear, visible guarantee.

We did not touch the product, the pricing, or the ad campaigns.

The Outcome

What we delivered

Homepage: Commitment to Quality Section

We added a dedicated section above the fold communicating the core brand proof points. 40 years in the industry. Expert-formulated products. Made in the USA. A link to learn more about the team behind the brand. This gave new visitors immediate context and credibility before they reached a single product page.

About Page: The People Behind the Product

Buyers today want to know there is a real company behind what they're purchasing. We built out an about page that told the Promise Epoxy story, introducing the brand as one built on expertise, craftsmanship, and genuine quality standards.

Product Pages: The 100% Promise Guarantee

We added a satisfaction guarantee footer to all product pages. The message was clear and simple: if you have a problem within 30 days, we'll make it right. Full return or product replacement, no hassle.

“We are getting more new customers because they are trusting us faster. Thanks, Brod Team! ~Matt M.”
— Promise Epoxy

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