How to Leverage Customer Feedback for Strategic ImprovementsSeptember 13, 2017
Customer feedback is vital in any business or industry – after all, the customer is always right. Acting on the feedback you collect through reviews, emails, social media, and surveys not only helps you adapt to shoppers’ preferences; it also shows that you value their input. Below are some of the major areas where you can use customer feedback to make improvements.
Customer feedback can help shape your decision-making around merchandise strategy. While the exact approach will depend on your inventory and audience, it’s best to start broad. Start by examining overall customer sentiment according to product category to establish a baseline for expectations. As you narrow the focus of your customer feedback analysis, it’ll be easier to establish whether individual products or a whole category is underperforming. From there, you can discover if there are new SKUs you should be adding to your inventory, or if you should discontinue item/categories that aren’t meeting shoppers’ expectations.
Site usability & design
The UX of your ecommerce site can be one of the most important keys to its success – and customer feedback in this area can help you identify pain points and bottlenecks that you can address to improve usability and eliminate customer frustrations.
If your customer service department uses call monitoring tools, that’s an excellent resource for finding areas of the customer experience that need improvement. Reviewing customer service calls can reveal patterns or errors you may not find by manually browsing your site, such as pricing errors, frequently asked questions, or even areas where customer service reps need more training. You can also assess your customer experience by analyzing product return codes to look for common themes (this can also be useful for shaping your merchandise strategy).