As a Shopify store owner, what is your best tactic to grow? I am sure you would vote for delivering a great customer experience.
And customer feedback for Shopify stores could hold invaluable information on making your store’s customer experience exceptional.
A recent study conducted by Qualtrics proves that the degree of customer satisfaction directly influences their trust, recommendation, and purchase rates. Enhanced customer satisfaction can transform customers into brand advocates.
Image via Qualtrics
And who better to learn from than the customers themselves about what satisfies them the most?
Customer feedback has become an important and authentic source for Shopify stores and businesses. It helps them understand their customers and better align their products and marketing strategies to meet customers’ expectations.
As a Shopify store owner, if doing all that looks like a stiff task for you, relax.
I will share proven and practical strategies to use customer feedback to scale up customer experience on your Shopify store.
Are you ready? Let’s dig in.
7 Top Strategies to Use Customer Feedback to Boost Your Shopify Store Experience
Positive and negative customer feedback can be used to grow your online retail business in multiple ways.
Here are the 7 proven strategies you can start working on immediately and improve your Shopify store’s CX.
1. Boost Brand Credibility
Positive customer feedback is like a medal on your chest.
When your happy customers give you a 5-star rating, share positive reviews, and express their satisfaction with your Shopify store, it acts as social proof.
Your marketing team can harness the power of positive customer feedback to establish your credibility.
Showcase them on your website, app, business directories, and social media profiles.
Don’t stop there.
Go ahead and use them in paid ads and email marketing. Sprinkle them at different touch points in your effective sales funnel using ClickFunnels or any good ClickFunnels alternatives.
That’s how customer feedback can establish trust, loyalty, and brand credibility for Shopify stores.
2. Gauge the Effectiveness of Your Shopify Store
Customers share feedback about various elements related to your business.
They can talk about your product quality, product packaging design, user-friendliness of your Shopify store design, delivery process, pricing, deals and rewards, and much more.
By analyzing each category of customer feedback, you can easily gauge your success in satisfying your customers.
You can also identify the areas that are receiving more negative feedback.
Brainstorm with the concerned team and develop innovative ideas, including Shoppable Videos, to deliver a refined and enjoyable shopping experience to your customers.
3. Re-Segment and Re-Target Users
When creating customer feedback forms, use a form builder that allows you to include custom fields that gather specific information about their shopping experiences.
This could be as simple as their age or profession. Or you could ask for specific suggestions to improve your services.
Gathering such specific information along with feedback and correlating them can give you immense insight into who your customers are and what brings them satisfaction.
Use this information to re-segment your existing customers and target your audience more effectively.
Useful customer feedback from Shopify stores can help you create more attractive lead magnets to boost your sales.
What’s more, you can create a solid customer re-target strategy and win back the customers who may have stopped buying from you.
Adopt the latest selling techniques such as creating engaging shoppable videos for your customers to provide a sound shopping experience.
4. Improve Customer Retention
Customer retention is vital for any ecommerce business.
Loyal customers repeatedly purchase from you, refer your brand to new customers, and reduce the legwork for your sales team.
As a Shopify store owner, you can leverage customer feedback to learn more about how your products and services impress your customers.
Insights gained from positive feedback can be adopted into your ecommerce customer retention marketing strategy.
When you seek customer feedback, ask your customers what they liked the most about your offerings and how you can make the entire experience delightful for them.
For any negative feedback, use it to derive constructive ideas to build a successful Shopify retail store.
5. Upgrade Your Product Line
Customer feedback of different kinds gives you a broader picture of how your customers value your products.
You can distinctly categorize the top-selling products and those regularly receiving complaints or errors.
Based on this analysis, you can make crucial decisions about your product line.
If you have an in-house product development team, they can upgrade the product line to suit the customer’s demands.
If your Shopify store sources products from different vendors, it’s time to discontinue the least-selling products. Go ahead and upgrade your product line with the latest and in-demand products to attract new leads.
6. Scale Up Your Customer Support
There is no better way to improve your customer service than to use customer feedback for your Shopify stores.
Feedback, both negative and positive, allow you to prune and scale up your customer support strategy. Use a CRM solution to manage customers’ feedback effectively.
You can collect customer feedback through pop-up forms, feedback emails, social media, and via phone calls. When all this data is consolidated and analyzed, you can get a lot of clarity on customers’ expectations and pain points.
When you address the challenges or queries that your customers come up with, you provide solutions for individuals and improve your entire business approach.
This can boost your conversion rate and gain more loyal customers for your Shopify store.
7. Use Feedback as a Business Development Roadmap
When creating a business development roadmap, it is important to consider customer feedback.
Why?
Because their satisfaction is directly related to your growth.
Customer feedback can help you in decisions like:
- How you can make your Shopify store unique
- Trends that your customers are strongly responding to
- How to fine-tune your pricing
- Which marketing channels should you invest in
When your business roadmap is aligned with what your customers are looking for, you are well set on the growth trajectory.
Customer Feedback for Shopify Stores: 4 Actionable Steps to Implement the Right Strategy
For most users, the quality of customer experience is as important as the quality of your product.
And the best way to understand the ‘quality’ they are looking for is through customer feedback.
Follow these 4 steps to collect customer feedback for your Shopify store effectively.
1. Adopt Different Customer Feedback Methods
As an ecommerce business, there are multiple customer feedback methods you can explore. Here are some of the top methods.
- Enable product reviews and ratings on your Shopify store
- Seek feedback through surveys and polls on social media
- Gather reviews on business directories and third-party review sites
- Speak to your customers over the phone
- Send emails seeking feedback
- Use an in-app live chat
- Adopt contactless marketing by providing QR-based customer feedback forms
Irrespective of which feedback collection methods you follow, it is vital that you seek specific information from your customers.
Ask them the right questions to understand and assess their experience clearly.
This crisp email by Clockify has been smartly crafted to seek customer feedback on improving their application.
Feedback email from Clockify
2. Consolidate and Analyze Customer Feedback
Customer feedback for your Shopify store can be of different types. Once you gather them from various sources, it is essential to segregate them into different categories like:
- Customer loyalty metrics
- Sales feedback
- Customer service feedback
- Customer satisfaction feedback
- Customer preference feedback
You can develop your own category list based on your business structure and sort the feedback.
Once that’s done, move on to analyze the customer feedback for your Shopify store, derive insights, and prioritize the actions to be taken to improve the overall customer experience.
3. Implement Changes
Now that you know what changes are to be made and which of them are your top priorities, it’s time for respective departments to get into action.
For example, if there are repeated concerns about product quality, your product development team or the concerned vendors need to make the required changes.
You can invest in sales management software to streamline the workflow if the feedback is about your sales process.
Well, I know that all changes can not be implemented instantly as they require several elements to be modified. But with the right planning, you can bring about the desired changes and deliver the best shopping experience for your customers.
4. Follow-Up
Wouldn’t you feel agitated if you spoke to someone and they didn’t care to respond to you? That’s precisely how your customers feel when you don’t reply to their feedback.
Experts say closing the customer feedback loop is essential for a business because it makes your customers feel valued and appreciated.
By promptly responding to customer feedback, you win their loyalty.
You can consider sending personalized thank you emails with updates or posting courteous replies for customer reviews and ratings.
You can also publish reports on your website and social media pages highlighting how customers triggered exciting upgrades on your Shopify store.
Are You Ready to Leverage Customer Feedback for Improving Your Shopify Store CX?
We can safely conclude that analyzing customer feedback for your Shopify store will help generate more leads and improve your conversion optimization rate.
To truly leverage customer feedback for Shopify stores, it is necessary to adopt the right feedback methods and analyze them to draw helpful and actionable insights.
Go ahead and adopt the steps and strategies that I have shared above.
Use customer feedback to enhance the overall customer experience of your Shopify store and be strongly set on the path to success.
