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How to Use Customer Feedback to Your Advantage

Here are four ways you can use customer feedback to improve your business.

Customer feedback is one of the quickest and most efficient ways to improve your business. Twenty years ago, if a customer had a question or issue, they would write a letter or call a hotline. Companies still use this model, but most marketers and small business owners are more interested in getting quick, detailed feedback from their customers online.

There are numerous ways to collect feedback from your audience, and marketers know that this information is essential. A survey revealed that 95% of people polled say collecting and measuring current customer data is their most significant marketing barrier.

How to gather customer feedback

The following are a few of the most popular methods for customer feedback collection. Some companies utilize one technique at a time to determine the effectiveness and better gauge ROI. Budget and time constraints often dictate which strategy is used.


Surveys have always been the gold standard for collecting customer feedback. With surveys, your team members decide on a small set of questions to ask customers about their experiences. Surveys can be delivered to customers in a number of ways, including site pop-ups and email. Shorter-form surveys typically generate the most feedback, but you could test longer-form types. Surveys may follow a rating system and provide boxes to provide additional comments. Questions should be open-ended. Most companies aim for surveys that take under two minutes to complete.

Phone calls

If you want to get more in-depth feedback, you can collect feedback via phone calls. You may ask similar open-ended questions as posed in the surveys. Although customer feedback collection takes longer with this method, you get better insights. You can judge the tone of each person that is interviewed and also decide to answer follow-up questions if needed.

Live chat

Engage customers in real time by using a live chat feature on your website. Representatives can collect data and ask follow-up questions based on customers’ answers. According to Broadly, conversions through live chat features are three times more than other types.


Email works best for quick responses, with most businesses only sending a few short questions to be answered. Auto-response emails are useful when sending out customer feedback questions after any interactions.

Case studies

Case studies can help companies elicit feedback on their products and services. Case studies involve taking a small group of participants and collecting their feedback after using a product or service offered by your brand. Many case studies involve bringing together customers with similar backgrounds to gain useful insights.  

CRM reporting

Customer relationship management (CRM) reports can be generated through your CRM software. The CRM software records data about each client interaction and then generates analytics for your review. Representatives using the CRM program can enter any feedback gathered during client interactions for review at a later time.

Social media

With social media, analysts can “listen” and determine what is being said – good and bad – about a company. As an example, if you advertise a product and find negative comments, you may want to investigate the issue further.  

Benefits of gathering customer feedback

We are going to take a look at the following benefits of obtaining customer feedback: 

  1. Improving your UX 
  2. Building social influence and increasing engagement
  3. Evolving your product line and creating a development roadmap
  4. Improving customer support channels

In addition to talking about the advantages of collecting information from your audience, we will also explore how to increase the number of consumers who provide feedback about your brand. 

1. Improve the user experience.

User experience (UX) is more than just how your website looks; it’s how all the components function together. Often, we can miss a bug or glitch, even after vigorous testing. Odds are good that the consumers on your website will find an issue that your testing team didn’t identify. That’s not to say that testers are inefficient, but there are likely more consumers using your site daily than there are testers on your team.

When a consumer finds one of these bugs, they need to have a quick way to provide feedback to your support team. If you’ve ever started scrolling through a program only to have it crash, you likely received a notification telling you that there was an error. Normally, you can send your data to the team for review. This tactic is just one way to collect UX feedback. You could also consider adding an easy-to-use contact form to the sidebar of your website. 

Contact forms are an effective way to ask your audience if they have any constructive feedback on their experience with your business. If you want to take it a step further, you can send out periodic emails to your subscribers, or one email to new customers, and ask about their experience. Make sure to include a question about what they would change about their experience if they could. This data is useful for growing your business and providing value to your customers.

Wrapping up

We at ShopShipShake have been working with businesses like yours with fulfilling experiences. We offer one-stop services, including an efficient supply chain, over 10 thousand of China’s suppliers, and more.
With a successful track record of over 20,000 clients, we are sure to deliver your orders requirements. Let’s get in touch to build, sustain, and grow your businesses.

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How to maintain customer loyalty and increase repurchase rate?

One old customer is better than ten new customers. Because “maintenance = deal”. Today, the ShopShipShake will teach you: how to convert traffic to store fans after attracting customers, how to maintain customers and improve their stickiness and repeat purchase rate?

First of all, we need to define the concept of fans, namely users, customers who have contact with the store, customers who further interact with the store, and loyal customers who are fans. Therefore, the fans we mention here are the loyal customers of the store, with high stickiness and attention.

Purpose of becoming fans:

Improve the conversion rate, in order to achieve flow realization. Awaken sleepy customers and increase their chances of making a second purchase. With the increase of traffic and customer precipitation, it is necessary to build brand effect and brand awareness. The number of daily visitors can potentially improve customer stickiness and store popularity, and high stickiness customers are the most ideal fans.

After the brick-and-mortar stores attract customers, how can they be converted into fans of the stores to improve customer stickiness and repeat purchase rate?

1. Fans diversion:

Existing and loyal customers in bricks-and-mortar stores are the best place to draw attention to social platforms or WhatsApp groups.

2. Functional fans conversion:

Storage value system: like offline customer storage value card, you can set the amount of money recharge how much free money. After recharge, customers will be more willing to actively consume the balance of consumption, indirectly improving the stickiness and attention.

Social media interaction: Customers are free to post and interact on their own social media, exchange experiences and share their experiences. Since social media interaction requires customers to interact with each other and pay attention to the dynamics of other customers in the store, fresh resources in the community can be used as a way to attract customers to increase their visits.

3. Wake up customers:

Complimentary benefits: complimentary points, stored value, coupons and vouchers. By offering benefits to attract customers, the attraction will generate consumption opportunities. And the opportunity to reposition the store.

Message push: Message push can actively send mass messages to customers. Merchants holding store activities, promotion activities, new product activities, offline activities, etc., can inform customers of activity information through message push, which is accurate and effective.

4. Customer system:

Customer points: Customer points can be used in two ways: 1. 2. Redeem gifts, vouchers or coupons in the points mall. Customers can get points while shopping, and the accumulative amount can be exchanged for benefits, which can increase the customer’s repurchase rate and purchasing power.

Customer growth system: Establish a complete customer growth system, and decide whether to enjoy the corresponding discount according to the growth value.

Customer distribution: Establish a distribution system for existing customers. Customers can get cash rebate while shopping, which can not only promote stores for merchants, but also improve the stickiness of distribution customers.

The essence of customer system is to establish a continuous interactive relationship between merchants and consumers. The key to customer marketing is to occupy the minds of customers through customer service, improve customer loyalty and satisfaction, and thus increase sales and obtain

WhatsApp Operation: How to solve the user stratification of community operation

In fact, WhatsApp group operation has been in existence for a long time. In the early days, it was the moderators’ operation of community operation, and users’ hierarchical operation are all part of the operation of WhatsApp group today. Another good WhatsApp group operation will definitely involve content operation, activity operation, users and data operation. WhatsApp groups are just a tool. It’s a pond of people. In the era of mobile Internet, only users can win the world, which is one of the reasons why the trend of social e-commerce is so vigorous.

A good WhatsApp group that is active and stable generally looks like this:

“The coquet-coquet-group manager + opinion leaders who love to pretend to be forced + more than ten industry small white who love to ask questions + handsome men and beautiful women of high appearance level in twos and threes + idle people who like to blow water in five five six six + grabbed the red envelopes will say thank you to eat gua masses”

Even the most advanced communication and sharing needs someone to ask questions and support, right? While the active and stable structure is only the framework of WhatsApp group, how to further stimulate the active WhatsApp group is the core ability of WhatsApp group operation.

By formulating a series of rules and rules, we can simultaneously activate WhatsApp groups, deepen users’ trust and transform core users with the idea of hierarchical operation.

Let me share with you a key part of the WhatsApp group operation: the hierarchical management of WhatsApp group users

(1) Importance of WhatsApp group management System:

WhatsApp group assistant: help group manager post relevant messages; Group activity officer: planning and organizing activities; Group record officer: responsible for recording the dry goods information of the group and sorting out relevant information to provide to the group members; Group designer: responsible for the design of WhatsApp group posters and holiday posters; Group diplomats: help WhatsApp group to link external big names and improve the quality of the group; Group executive: responsible for the implementation of group regulation and the interaction of group members.

Make sure you know what WhatsApp group managers want and pursue, and then use the power of the paid WhatsApp group platform to help them achieve that goal. As WhatsApp groups continue to grow.

(2) Classification according to motivation

1. Dedicated: Willing to help others grow and share themselves. This kind of person was important in the early days of WhatsApp group.

2. Grateful type: Strong execution and loyalty. It’s the heart of the WhatsApp group.

3. Self-driven: Have a strong thirst for knowledge, and have great interest and desire in the operation mode and method of WhatsApp group. Can lead WhatsApp groups to more classes.

4. Resource devotion: I hope to get more replacement of resources and play the role of publicity.

(3) Reasons for the loss of WhatsApp group management members:

1. Too much work to balance;

2. No recognition without reward;

3. Poor team cohesion;

4 growth is not satisfied hope to get a better fulcrum of life.

(4) Pay more attention to the following aspects in the WhatsApp group management mechanism:

1. Continuously improve the operation process of WhatsApp group;

2. Use the screening mechanism to select more suitable people;

3. Establish a spiritual bond between each other;

4. Set up effective replacement mechanism;

5. Establish a reasonable reward, punishment and return mechanism;

When WhatsApp groups get on track, they have a certain source of revenue.

(5) Operation of WhatsApp group KOL

In the early stage, the WhatsApp group of middle-level users needs to do a lot of sticky work, such as chatting, interacting and establishing mutual relations. Moreover, the users’ friends should be good at observing the people in the group, which are active, which are general and which are suitable for KOL in the group, and delegate power appropriately.

In the process of WhatsApp group fission, users’ roles will constantly change, “seed users” will become ordinary users, and “defense molecules” will change into KOL… All of these changes are designed to bring WhatsApp groups to a tipping point.

1. Value critical point: Value critical point includes the recognition degree of WhatsApp group and the pursuit of interests, etc. The emergence of critical point means that the corresponding users have accumulated the power of fission. For example, in a WhatsApp group for creative sharing, some users have acquired the value of producing high-quality knowledge after certain training and education. At this time, only one active communication, one group sharing, one sharing set and one interview are needed… Any one of these developments could explode the fission of this value.

2. Critical point of number: A WhatsApp group still needs a certain number of people to play, so that when the number of affected people reaches the critical point, effective fission can be triggered. This is why many ordinary ideas are successful because they are spread over a large number of users, while some very good ideas are lost in a small number of user interactions.

When we run WhatsApp groups, we sometimes envy those short-lived WhatsApp group fission events, and then ignore the reasons and values behind the WhatsApp group fission.

An explosion, a digital explosion, does not necessarily determine the value of the WhatsApp group and its subsequent growth. Without a stable user role structure within WhatsApp groups, even if the “lucky” ones split, what can WhatsApp groups do? It’s worth thinking about!

Hierarchical operation, layer by layer screening core WhatsApp groups

By formulating a series of rules and rules, we can simultaneously activate WhatsApp groups, deepen users’ trust and transform core users with the idea of hierarchical operation.

Now let’s talk about one of the ways WhatsApp groups operate hierarchically — upgrade and repeat.

Group positioning: User growth fission communication learning

Group target users: all kinds of people who want to make user fission growth, including Daniel and Xiaobai of different levels.

– Specific layering method:

Multiple groups can be prepared, one group (core group), two groups (in order to have a weak cognition of the circle), repeat group, (it is not recommended to use senior and primary groups, class sense is too obvious.)

As the seed group of the paying group, there are a lot of growing and splitting head players. As the core WhatsApp group of the head, it produces more high-quality content.

The group members of the two groups are composed of a small group of active “head players”, mainly for users who are constantly entering for later promotion. According to the principle of 80, in the case of non-personnel screening, 80% of the users are mainly consumers of high-quality content, and there will be more small white users.

– Upgrade system:

The promotion goal of two groups is to reach the head users of one group. The activity of WhatsApp group was measured by tools, and 1-3 users with the highest activity were selected from the two groups to upgrade to the group with the majority of active head users (Da). The retention group is upgraded to two groups

Ps: Use the group management tool of WhatsApp to count the activity of group members, invite friends and other data.

– Retention system: the users who do not speak continuously and are not active in the group will be inspected once every half a month through the WhatsApp group tool, and the 10 people with the lowest activity will be admitted into the retention group.

– Enjoy multi-group rewards: Each group is valuable and can be accessed by users with exceptional quality content output. This can be used as a special reward

This system effectively stratifies users with different levels of activity and perception of “growth” according to certain framework standards.

– For the two groups, this is a promotion mechanism to encourage ordinary users to continuously output high-quality content and realize UGC

– For a group, on the one hand, because everyone has an aversion, it can exert certain pressure on the users within the group, maintain their activity in the WhatsApp group and output content. On the other hand, active users who are constantly promoted from two groups can bring fresh blood to one group and keep the freshness of the original group.

In fact, the core of the system is to stimulate UGC, output content. This is also for the rapid expansion of WhatsApp groups in the later stage. The high-quality content of several groups in the early stage can make the group users experience the value. The deeper users’ trust in WhatsApp groups, the more they are willing to be “salesmen” in the later stage, and the faster WhatsApp groups split.

Of course, in addition to this user layered approach, WhatsApp group can also overlay other approaches. The most important thing is to build the rules system of WhatsApp group and cultivate user habits.

It can be as simple as saying good morning every morning, welcoming new people into the group every time, or as complex as a weekly topic of discussion. Through these, we can deepen users’ sense of participation and their perception of the value of WhatsApp group.

How to maintain communication with customers during the COVID-19 epidemic

During the epidemic, many stores are closed, customers do not come to no business, coupled with the outbreak caused panic among consumers, it can be said that the next six months of business will be greatly affected.

In addition to the basic source of savings, cost savings, comfort staff, at this stage, cannot start business does not mean there is nothing to do. The most important is how to maintain the current customer service relationship.

So now the most important, on the one hand is to appease paying customers, on the other hand is to maintain potential customers.

Anti-epidemic news and consultation sharing

Share the latest situation and analysis of epidemic with customers. — share relevant articles or pictures

  1. “seven-step washing technique” to teach the correct hand washing steps, can be illustrated or take a small video washing points for attention.
  2. “the correct use of masks” to teach the correct use of masks, as well as the disposal of discarded masks, can be illustrated or take a video warning everyone to do a good job of protection.
  3. “daily out, self-protection measures” to teach simple and practical self-protection methods, can be illustrated or shoot a small video to warn you to go out matters needing attention.
  4. “the method of home disinfection” imparts simple and practical home disinfection knowledge, can be illustrated or shoot a small video imparts everyone home disinfection tips and matters needing attention.

Sympathy work

Spiritual sympathy: epidemic depression at home, how is the mood, customers need to talk, need friends, more need spiritual comfort.

Material comfort: masks, disinfectant and so on have become the hard currency, if you can give the customer to send these, I believe that more can give the customer to bring the heart touched. If not, for the customer to order some necessary daily necessities, to avoid cross-infection, is also a touch.

Communicate details

  1. Can do some health knowledge sharing group, or fitness exercise punch group
  2. Ahead of target clients with the analysis of the mass information, judge you send information, what is useful for the client. Add key items that may be of interest to the other party, such as price-sensitive customers, and increase price concessions during an outbreak.
  3. When sending messages to each customer, the address must be exquisite, let the intended customer think you are special, and very respect him.
  4. See the intention of the customer’s news, hand to a thumb up, or appropriate comments, enhance the sense of familiarity.
  5. Pay attention to send activity information in a timely manner after greetings. During the epidemic period, there will be higher discounts and more services, etc., and list these clearly. It is best to have a comparison with previous years in order to win over customers as far as possible under the idea.

WhatsApp greetings

You can directly put the following greetings to the customer:

  1. The current outbreak is serious, take care of yourself, go out as little as possible, wash your hands, wear a mask when going out. May our peace be happiness and we meet again in due time.
  2. The current epidemic, life forward. Isolate virus only, do not isolate service! Wish you and your family good health! Protect!
  3. Please try to reduce going out, avoid crowded areas, do not participate in public activities and friends and relatives dinner, go out please wear masks, strengthen personal hygiene, wash hands frequently, do a good job of personal and family members security protection.
  4. Under the epidemic, we should maintain a good attitude, heavy protection, disinfection, less going out and parties, to protect themselves and their families, together through the difficulties.

Examples of speech skills

  1. Reflect the responsibility of the store and be responsible for customers

XX, I am XX, the boss of XX. During the epidemic, we will open our shop in response to the government’s call. This is responsible to our respected customers and to our society. We are sorry for the inconvenience caused to you during the closure of the store. In this special period, we believe that we can forge ahead together with all of you. We believe that with the advanced medical science and the strength of the country, we will surely succeed in fighting the epidemic.

  1. Appease customers

XX, as this is a special epidemic period, our business time will be adjusted to XX, during which we will conduct whole-store disinfection, internal health training and management, and provide you with a professional sterile and safe service environment and service process after opening.

  1. Look forward to the future and give customers’ confidence

XX, nowadays the medical science and technology is developed, the pneumonia epidemic will pass sooner or later. And this epidemic is to give us a health alarm, only a healthy body, good immunity, is our greatest wealth. XX wishes you good health.