It pays to pay attention to your audience. Customer feedback has long been one of the most essential – if not the most important – tool available to businesses looking to improve customer satisfaction, hone product offerings, narrow down audiences, and ultimately, boost sales.

1. Phone No. - 604.595.2495
Website - Nirvanacanada.com
Understanding the Value of Consumer Feedback for
Your Ecommerce Business (and Tips on How to Get It)

2. It pays to pay attention to your audience.
Customer feedback has long been one of the most essential – if
not the most important – tool available to businesses looking to
improve customer satisfaction, hone product offerings, narrow
down audiences, and ultimately, boost sales.
By asking the right questions, you can easily:
• Learn what products are most in-demand (and which it may be
time to let go of)
• Understand the pain points your customers are experiencing
• Show off your brand’s human side
• Collect user reviews

3. In traditional retail outlets, businesses have many opportunities
to communicate with their customers before, during, and after a
sale. However, gaining that valuable customer feedback can be
a little more challenging for e-commerce sellers who lack the
face-to-face opportunities open to brick and motor retailers.
But there are ways e-commerce retailers can access this
treasure trove of shopper data, and this blog will explore some
of the most rewarding.

4. Customer feedback surveys are nothing new, but they
remain one of the best ways to gain insights into how your
products, marketing, branding, and website, are resonating
you’re your target consumers. Customer surveys come in
several forms, from multiple choice customer satisfaction
questions (How satisfied were you with your purchase?)
and promotional digging (How likely would you be to
recommend our services to a friend?) to open-ended
questions like “How can we do better?”.
Employ Customer Surveys

5. Online and email surveys are the easiest ways for e-
commerce businesses to reach their customers. The data
collected can show quite clearly which aspects of your
business model are succeeding and where you may need
to make changes. However, the quality of your data will
depend entirely on getting enough users to participate in
your survey which is something that’s often easier said
than done.
A recent survey by Survey Monkey found that over two-
thirds of people complete at least half the survey requests
they receive. Ensure your survey lands in the respond
category by following these five survey principles:

6. • Ask questions at the right time. Post-purchase surveys
are a great way to get feedback on how satisfied customers
are with their purchases and overall experience.
• Be concise. If there is a specific area you are looking for
feedback on, focus your questions there. The longer your
survey is, the less likely people will be to respond to all
your questions. It’s also wise to limit the number of open-
ended questions.
• Offer incentives. If you need help getting customers to
reply to your questionnaire, try offering an incentive such
as a coupon code or free subscription.
• Follow up. People who take the time to give company
feedback like to know that their voices are being heard.
Send a follow-up email to express your gratitude as
customers will appreciate it, and it’s a great way to
continue building customer relationships.

7. Asking for reviews is a great way to show your appreciation
to customers while getting real-time feedback on their
experience with your brand and products. After a purchase,
reach out to your buyers with a review email asking about
their recent purchase. The review request should touch on
three areas:
• Thanking your customer for their purchase
• Asking the buyer to leave a review
• Offing an incentive or reward for their feedback (like a
coupon code to be used towards a future purchase)
There are several benefits to gathering as many customer
reviews as possible. Reviews allow your e-commerce
business to:
Ask For Reviews

8. • Enhance brand credibility in the eyes of prospective
consumers
• Boost online rankings
• Show appreciation and build brand loyalty
• Encourage repeat buyers
• Increase customer lifetime value (Customer lifetime value
= Customer value x Average customer lifespan)
• Increase revenues

9. Social media mentions are far too valuable to ignore.
Research shows that 1 in 3 people use social media
channels to discover new products, and 76% have
purchased something they’ve seen in a social media post.
Few e-commerce businesses have the time to monitor all
social media posts on their own and instead employ social
media listening tools to help them out. These social media
listening tools enable businesses of all sizes to keep their
ear to the ground, learning first-hand what people think
about your brand, your products, and even how you
compare to the competition by collecting and analyzing
what’s being said about your company on various social
media platforms in real-time.
Social Media Listening

10. Social media posts are also the perfect opportunity to
engage with past and prospective buyers by thanking
customers for their positive feedback and genuinely
addressing any negative comments.
Create a Community
Along the same lines as social media monitoring, a brand
community page is another convenient outlet to engage
with and collect feedback from users.

11. Like real-life communities, brand communities come in
many shapes and forms; they can be created using popular
social media channels or be brand-hosted platforms where
interested users come together to share a common
interest. Lego, Sephora, and Salesforce have all created
hugely popular branded communities, while Pelton has
thrived with a 400,000-plus strong Official Pelton Member
Page on Facebook.
Since users are quite active in engaging with each other in
these online communities, they provide an excellent
opportunity for e-commerce businesses to observe real-
time feedback and insight into their operations. However, to
succeed with a dedicated online community, you must be
prepared to invest time and money to make them
worthwhile for community members. This includes:

12. • Regularly posting high-quality content
• Actively responding to customer feedback
• Moderating discussions
• Initiating engaging conversations
Wrapping Up
In a competitive e-commerce market, consumer feedback
is one variable you simply can’t afford to ignore. After all,
who better to tell you how you’re doing than the audience
you’re trying to capture?

13. Combined with other analytical tools, direct consumer
feedback can help give you all the information you need to
gain a competitive advantage and boost sales by helping
you improve your product offerings, attract more followers,
reduce custom acquisition costs, and enhance overall user
experience.

14. Address: 1500 - 701 w. Georgia Street,
Vancouver BC, V7Y 1C6
Phone no: 604-595-2495
Email: success@nirvanacanada.com
Website Blog:
https://www.nirvanacanada.com/businessonline/understanding-
the-value-of-consumer-feedback-for-your-ecommerce-business-
and-tips-on-how-to-get-it/
Contact Us