How can e-commerce professionals effectively use customer feedback?

Use cust feedback to gain valuable insights into user exp & preferences - 1. Feedback Collection: Ensure feedback collection/surveys, are user-friendly. Simplify the process to encourage more cust to share their exp. 2. Feedback Classification: Classify into specific categories like prod quality or app exp. It enables targeted & nuanced analysis. 3. Data-Driven Actions: Establish clear actions. If a particular aspect seems unclear, proactively reach out to cust. The key is not just hearing them but actively listening & understanding their perspectives. 4. Continuous Innovation: Continually seek opportunities to enhance prod, services & overall cust exp. 5. Brand Ambassadors: Encourage satisfied cust to become ambassadors & enhance NPS.

E-commerce professionals leverage customer feedback by actively monitoring reviews, addressing concerns promptly, and incorporating suggestions to enhance products/services. Implementing feedback-driven improvements builds customer trust, increases satisfaction, and fosters brand loyalty. Regularly seeking and analyzing feedback ensures a customer-centric approach, shaping a competitive advantage and optimizing the overall online shopping experience.

Set specific objectives like increasing customer satisfaction scores from 75 to 85% or reducing cart abandonment by 10%. These goals will guide your feedback strategy and measurement of success.

Antes de coletar feedback dos clientes, identifique claramente suas metas e as métricas que serão usadas para avaliar o sucesso. Isso permite que os profissionais de e-commerce foquem em áreas específicas e meçam o impacto das melhorias implementadas.

Brands that win on-line are brands that co-create with their customers. You and your team are spending countless hours developping your product in term of colors, pricing, offerings, etc. But customers have different approach to your business: You are the SUM of all the touch points they interact with. From our experience running countless of customer survery, 80% of customer feedback have nothing to do with the actual product, but the website, the description, and the customer service. All these elements aren't easy to pinpoint without the help or your customers and guess what, customers LOVE to give you feedbacks.

Use a mix of surveys, website feedback widgets, and analytics tools. For example, deploy post-purchase surveys to gather immediate feedback, and employ tools like heat maps to analyze website user behavior

Selecione métodos e ferramentas adequados para coletar feedback. Isso pode incluir pesquisas online, análise de redes sociais, revisões de produtos, entre outros. Escolher as abordagens certas garantirá a coleta de dados relevantes e valiosos.

Use a combination of quantitative and qualitative feedback tools. Quantitative tools like Google Forms or SurveyMonkey can be used for structured surveys, while qualitative tools like Usabilla or Hotjar can gather open-ended feedback and user behavior on the website. For instance, a fashion e-commerce site could use Hotjar to track user behavior on new product pages and SurveyMonkey to gather structured feedback on the overall shopping experience.

Create surveys with direct questions such as, "What made you abandon your cart?" or "How can we improve our checkout process?" This approach helps in gaining specific insights into customer experiences and pain points

Ao solicitar feedback, faça perguntas específicas que ajudem a entender as necessidades e expectativas dos clientes. Além disso, pratique a escuta ativa durante interações diretas ou em plataformas de mídia social. Demonstrar interesse genuíno nas opiniões dos clientes constrói confiança e fornece insights valiosos.

Hay una opinión que los usuarios valoran más que cualquier otra. La de un ya cliente. ¿Cómo haces para que te dejen una review? • Premia a tus clientes por dejarlas. • Facilita el proceso de dejar una review. • Potencia la review de clientes contentos. • Pide la opinión en los flows post-compra. • No borres las malas opiniones, ¡responde! Nada de lo anterior tendrá sentido si no has dedicado tiempo a ofrece la mejor experiencia posible a tus clientes. Pero siempre puedes mejorar.

Keep it simple and straighforward. Ask for one thing at a time. Use open questions to leave room for your customers to give you detailed feedbacks rather than close yes/no questions that direct their opinions.

Ask targeted questions related to specific aspects of the user experience. For example, “How easy was it to find the product you were looking for?” or “What would you improve about the checkout process?” An online bookshop could use these questions to streamline their search and checkout processes, enhancing user convenience.

After collecting feedback, analyze to identify key issues. Use the ICE framework for prioritization: score changes based on Impact (1-10), Confidence (1-10), and Ease (1-10) of implementation. Focus first on changes with the highest total score

Avalie e organize as respostas dos clientes. Priorize as áreas de feedback com base em sua relevância para as metas estabelecidas. Isso permite que os profissionais de e-commerce concentrem seus esforços nas áreas que terão o maior impacto positivo.

Use tools like Zendesk or Tableau to categorize and visualize feedback. Identify patterns and prioritize areas with the most customer impact. A home decor online store, for example, might find that most negative feedback relates to delivery times, prompting a review of their logistics and delivery partners.

Implement identified changes, such as simplifying the checkout process if customers reported it as confusing. Then, measure the effects of these changes against your initial goals, like checking for reduced cart abandonment rates

Implemente mudanças com base no feedback recebido e avalie os resultados. Seja ágil na aplicação de melhorias, e use métricas específicas para medir o impacto das mudanças. Isso permite uma abordagem iterativa e orientada por dados para aprimorar continuamente a experiência do cliente.

Implement changes based on identified priorities and measure against specific KPIs. If feedback indicates that customers are dissatisfied with product quality, an e-commerce store specializing in kitchenware might introduce stricter quality checks and then track return rates and customer satisfaction scores to gauge improvement.

Continuously gather and analyze feedback for ongoing improvements. For instance, regularly updating product descriptions or website navigation based on customer suggestions can enhance user experience over time

Transforme o feedback em uma oportunidade de aprendizado contínuo. Analise as tendências e padrões emergentes ao longo do tempo. Compreender as preferências e expectativas dos clientes possibilita ajustes estratégicos e melhorias graduais.

Establish regular intervals for reviewing customer feedback. Integrate learnings into business strategies and communicate changes to customers. For example, if an online fitness equipment retailer receives feedback about the desire for more eco-friendly products, they could introduce a new line of sustainable products and measure customer response through sales and feedback.

Além dos passos principais, considere a importância de responder proativamente ao feedback. Demonstrar que os comentários dos clientes são valorizados cria um relacionamento positivo. Adote uma abordagem transparente e comunicativa ao implementar mudanças com base no feedback para manter a confiança dos clientes. Explore também ferramentas de análise de sentimentos e tecnologias de processamento de linguagem natural para uma compreensão mais aprofundada do tom e do contexto nas respostas dos clientes.

Implement feedback request throughout your website. You do not have to use survey to collect feedbacks. You can simply add a like button, or ask "Is this feature helpful?" This reduce the effort required to create survey while ensuring you constantly get a flow of feedback that allow you to improve your offering

Don’t overlook negative feedback; treat it as an opportunity. For instance, if customers frequently comment on a complicated checkout process, streamline it and inform them about the change. An online specialty food store could use this strategy to enhance the checkout experience, potentially increasing conversion rates.