Social proof plays a key role in your customers’ purchasing decisions.
Recommendations, ratings, and reviews show how loyal customers are to an e-commerce brand.
ABrightlocal 2020 SurveyIt is confirmed that about 34% of customers make a purchase decision after reading online reviews or feedback. However, not all customers leave a review after receiving the product.
They must be reminded and persuaded by whatsapp blasting using smart strategies. Today, we discussed seven strategies to get customer feedback in eCommerce.
1. Motivate customers
The first feedback collection strategy on our list is incentives. E-commerce brands can send review emails after the product has been delivered to the customer.
This email should have three goals:
- Thank them for their purchase
- Ask them to leave a review
- Encourage them to do soCoupon CodeFor example, a customer can use a coupon code to get 10% off their next purchase.
Gorjana, an e-commerce brand that sells jewelry, uses this strategy. They use product images and star ratings to make their emails more engaging.
Another example is Derma E, a skincare e-commerce store. They send a flyer with their products. This flyer has a discount QR code printed on it. After opening the package, the customer can scan the code, leave a review, and use that code on their next purchase. These QR codes are easy to create – just use any of these The best QR code generator.
Since brands can easily track QR and coupon tracking know it’s going to codes, they can also analyze how well the strategy is working. Often, customers are likely to leave positive reviews This strategy also allows e-commerce businesses to:
2. Track social media mentions
Research showsOne third of customersDiscover new e-commerce brands and products on social media. Naturally, they also use social media to talk about these brands.
Both positive and negative reviews spread like wildfire on platforms like Twitter, Instagram and Facebook.
In fact, according toHeifer’s Research, 18% of respondents said they took to social media to raise issues after a negative customer service experience. To get customer feedback from these platforms, you need social listening tools to help you monitor brand mentions in real time.
In addition to collecting positive feedback, make sure to address negative reviews. Analyze whether the issue is true, apologize for the inconvenience, and correct the mistake if possible. The humility shown by your company goes a long way in building a strong online reputation.
As an eCommerce business owner or manager, you need third-party support or in-house staff to track mentions and respond to social media comments. A rapidly growing business won’t leave you enough time to do it yourself.
Bonus Tips:
There is another benefit to capturing reviews on social media. E-commerce brands can use content (text-based,Video content, or images) posted by your customers. You can further solidify people’s trust in you by sharing User-generated content On your website or social media accounts.
3. Send feedback surveys
Surveys are a great way to collect and analyze customer feedback. They are inexpensive and scalable.investigationIn particular, it can help brands learn new information about their customers.
E-commerce businesses can leverage the powerful insights these surveys provide and make data-driven decisions. It’s best to look at metrics like Customer Satisfaction Score (CSAT) or Net Promoter Score (NPS) to measureCustomer Loyalty.
- Net Promoter Score
Customers with NPS scores between 0 and 6 are classified as Detractors. Those with scores between 6 and 10 are called Promoters and are more likely to make repeat purchases. This knowledge helps online businesses adjust their products and marketing strategies.
- Customer Satisfaction Store
CSAT is another way to collect customer reviews through questions like: How would you rate your product experience?
CSAT is typically measured on a 5-point scale, where customers rate their experience from “very dissatisfied” to “very satisfied.”
To calculateCSAT score, divide the number resource data of people who said they were satisfied or very satisfied by the total number of people who answered the survey. Multiply the result by 100 to get the percentage of satisfied users.
Both NPS and CSAT give you a way to quantify customer satisfaction and loyalty.
Many well-known e-commerce brands such as ASOS, Everlane, and Drop use feedback surveys.
4. Build an online community
We’ve talked about social media networks before. How about creating your own network or online community? Online forums like Reddit, Quora, Hive, and Imgur are great places to create a community.
A study found that almostInternet users 76%Get involved in online communities. Virtually43% of the communitiesCommitted to serving customers. Yet, not many e-commerce brands take advantage of them.
Since users are very active in online communities, businesses can extract original customersTestimonialsA huge amount – depending on the size of the community.
In addition to the previously mentioned forums, brands can also benefit greatly by creating Facebook groups and adding forum functionality on their e-commerce websites.
To display fully responsive and beautiful testimonials on your website, you can useCelebrity Recommended WordPress Pluginas well as.
Likewise, online communities are a great place to encourage user-generated content.
5. Use a feedback box
We have all seen suggestion boxes at checkout counters in restaurants and local retail stores. These are designed to collect feedback from customers after they have used their service. Think of a feedback box as the online version of a suggestion box