Monday 12 May, 2014
Your ecommerce business thrives on customer feedback. The data you get from your customers is the only way you know whether you’re meeting their needs or not. Without it, you have no idea. The good news is that it’s easier than ever to gain this feedback today. Here are 7 ways to do it.
The survey is a traditional method for gaining feedback, but surveys are easier than ever to do today on the internet. You can create short surveys that ask yes or no questions, or longer form surveys where you get more in-depth. For longer surveys, offer an incentive such as a freebie or discount as enticement.
Put a feedback box on your website that’s quick and easy to fill out. Ask for questions or comments and don’t make your site visitors fill out a great deal of information. In fact, you should make name and email address optional so that they can leave you anonymous feedback if they’d like.
Your Email List
Start an email list where you offer your subscribers free content and special deals. From time to time, put out a call for feedback or ideas. Make yourself accessible to your customers through your email. Email is great because it’s a personal way to connect.
Sometimes people don’t give you feedback directly. Instead, they may talk to someone else online about you. This is why it’s good to sign up for Google Alerts. Google will tell you whenever you name is mentioned online and you can then go to the site and see what’s being said about you. Whether good or bad, this is valuable feedback.
Like email, social media is a very personal way to get to know your audience. Connect with them on as many social media networks as possible and ask for feedback there. On some social media sites you can also sign up for alerts.
Encourage reviews from your customers. This is a great way to find out what they like or don’t like about your service. Encourage them to leave reviews for you on review sites like Yelp and CitySearch. You can also put a review page on your website where they can add their reviews there.
Finally, watch your website analytics. Analytics are great because they show you actual visitor behavior. You can see what they do, not just what they say. Through analytics you can discover which content of yours is the most interesting to your audience and you can use this to create more like it.
In the past, companies spent a great deal of money on surveys and focus groups. We’re lucky today because we can do it all online at low or no cost.