Think about the last time you shopped in person at your favorite store. Chances are the cashier asked you a series of questions: “Did you find everything okay?”, “Was somebody able to help you out today?”, or “How was your shopping experience today?”.
While this is certainly a nice customer service touch, it’s also a great way to collect customer feedback. When you are connecting with your customers online through ecommerce, it’s just as important to collect customer feedback online.
A few main benefits of collecting customer feedback online are:
Allowing you to make informed decisions about what products to sell.
Finding common pain points amongst your customers gives you opportunities to improve your online customer experience.
Generating online customer reviews is a great way to get social proof.
Interacting with your customers online humanizes your brand.
Convinced that you need to collect customer feedback now? Great! You’re in luck because we’re about to go over 4 great strategies for generating customer feedback online.
Loyalty Program Data
Loyalty programs are one of the best sources of rich customer data. While you can reward your customers for making purchases or engaging on social media, rewarding customers for sharing their feedback with you demonstrates how much you care about the value they’re delivering.
We’re going to go over 2 of the best ways to use your loyalty program to ig database gather customer feedback: product reviews, and points redemption data.
Product Reviews
Customer reviews are so important in building trust with new customers. This is why rewarding your existing customers for leaving product reviews is always a good idea. Since you already have their emails, you can send them an email asking them for valuable customer feedback. Be sure to leave an appropriate amount of time for them to actually try out the product.
A video explaining how to reward customers for leaving product reviews.
It’s best practice to offer an award that is just under the amount of your first reward. For example, if customers get $5 off for 500 points, you can offer 250 points for a review. This incentivizes the customer to make an additional purchase or engage with you further online to earn that reward
Collect customer feedback online–A screenshot from SpiritHoods’ rewards explainer page showing ways to earn points.
A screenshot from SpiritHoods’ rewards explainer page.
SpiritHoods really understands the concept of social proof by offering more points for video and photo reviews. If a photo is worth 1,000 words, then is a video worth a million? That may still be up for debate but one thing we know for sure is they’re worth 100 and 75 points with SpiritHoods.