If there was one thing, just one thing, that could help you perfect your eCommerce business to close more sales and earn more profits, wouldn’t you focus on it?
Well, there is, it’s customer feedback.
Think about it, do you know what your customers really think about your product or service, or are you just making assumptions?
You know what they say about assumptions…
Instead of making assumptions, you need to find out what customers actually feel about your brand and your products, so that you can make the adjustments they want. Customers spend more money on brands they are loyal to, so listening to them will earn you more revenue than you can imagine!
Read on to find out more about the importance of customer feedback and how to leverage it for your eCommerce business.
The Importance of Customer Feedback
It is easier than ever before to find information about a brand before making a purchase. Ignoring customer feedback is a huge mistake. Whether you listen or not, customers will share their opinions, and what they say will impact potential customers.
Customers look for online reviews. 93% of people admit that reviews impact what they choose to buy. In addition, 80% of customers will choose not to buy something after reading a negative review. Yikes!
Having reviews isn’t all that matters, how your company responds plays a big role. According to Bazaarvoice, 70% of consumers will change their perception of a brand based on their reply to an online review. Managing customer feedback is just as important and getting it in the first place.
Improve Your eCommerce Business with Customer Feedback
Customer feedback certainly helps other customers make the right decision, but it also helps you. Customer feedback is a free way to find out what people think about your business, service, products, etc. There’s no need to guess how to improve your business, you can use customer feedback to find the most important information for helping your business. Here are some of the top ways that you can leverage reviews to improve your eCommerce business:
What new products should you sell or create? What do your customers want, and what will they buy? Well, they will tell you using feedback. Ask for feedback, including asking what customers want to see from you. This way, you can improve new and existing products to offer a better experience.
One customer complaining signals 26 more who felt the same way but didn’t say anything. Use feedback to figure out what aspects of your experience the customers enjoy and which you can improve. Remember, the customer experience is a journey that includes the moment they discover your brand all the way until the time they decide to purchase.
Show Your Values
Customers want to feel heard and valued. Every type of customer feedback is an opportunity to demonstrate that you care for your customers. Simply doing this will help you build stronger relationships with customers that enjoy your brand, and can help you remediate negative reviews. Respond to all of your reviews in a genuine, personalized way. Try to address any way you can help and move the conversation offline for negative reviews.
Set Your eCommerce Business Apart
Customer feedback gives you the edge over your competitors, especially when your business is online. People cannot physically go to an eCommerce store, so they rely heavily on what others say. Imagine shopping for something online and seeing an option with over 100 reviews and high ratings, vs a similar product with no reviews. The one with many highly rated reviews seems more authentic and trustworthy. Customer feedback gives you a strong competitive advantage which will help you increase conversions and lower customer acquisition costs.
How to Generate eCommerce Feedback
As you can see, there are many ways to leverage customer feedback. However, you still need to get feedback first. The key is to create a streamlined system for collecting feedback. Here are some ways to do that:
- Run customer surveys using market research surveys or existing customer surveys.
- Reach out to customers one-on-one. Try to conduct some surveys on the phone or in-person so that you can get genuine feedback.
- Add a website feedback box. Make it easy for people to leave feedback right on your website without creating an account. You can also have these boxed pop up on certain pages or after certain customer actions (like spending X time on a product page).
- Measure how visitors interact with your website in real-time, this will help you find gaps and ways to optimize your site.
- Check social media. Many customers share their feedback via social media comments.
Free Up Your Time for Reputation Management
Generating and managing customer feedback takes time. Free up your time with Listing Mirror’s #1 multichannel listing software. Spend less time managing listings on multiple channels, and more time on customer feedback. To learn more about how Listing Mirror can help your eCommerce store, start your free trial HERE.