Customer feedback is vital in any business or industry. Retailers in particular are utilizing it to not only put specific products under the microscope, but to also analyze how they’re providing the best experience across all their channels.
Using feedback allows retailers to catch issues before they become detrimental to the business and it shows customers you value their input. Soliciting customer surveys, allows retailers to identify strengths and weaknesses, helping it evolve.
In our latest MCM CommerceChat podcast, Martha Brooke, Chief Customer Experience Analyst and Founder of Interaction Metrics, discusses how retailers are using customer surveys and alternatives to getting valuable feedback from customers. Martha also spoke on this topic at Ecommerce Operations Summit 2019 in Columbus, Ohio.