E-commerce: get feedback from customers

 

If you are trying to enhance your e-commerce offerings, it is important to get feedback from customers. This might seem obvious. However, listening to your clients is an art in itself. Successful brands design a whole set of strategy for this task.

According to HubSpot, one efficient technique is to employ the ACAF Customer Feedback Loop. This involves four steps:

         i.            Ask consumers for feedback regarding your brand, products and services.

       ii.            Categorise their response into different sections that are meaningful to your business.

      iii.            Act on the feedback. Share it with others in your company so that changes can be implemented.

     iv.            Follow-up with clients who responded so that they know you are truly listening and making things better.

While several variations of this strategy exist, the base idea is the same: shoppers tell you what the problem is, you fix it and then you tell them. It should be noted that you do not need an entire client service team to conduct customer research. You can just send them a simple email with a feedback form after an order has been placed. This is enough for businesses to gather information on what needs improvement. After enhancing something, make sure to tell your clients about it so that they feel as if they are part of the process.


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