This episode discusses how direct customer feedback, particularly through contextual surveys, is crucial for ecommerce businesses to identify and eliminate buyer friction. By implementing tools like exit-intent and product page surveys, brands can uncover hidden conversion blockers and continuously optimize their website and product offerings based on real-time customer insights.
Key takeaways
Implement exit-intent surveys to understand why customers abandon their cart, offering specific options like 'too expensive' or 'didn't find what I was looking for,' followed by an open-ended question for detailed feedback.
Utilize product page surveys that appear after a set time (e.g., 90 seconds) to identify points of hesitation or missing information, such as unclear sizing or product imagery.
Prioritize a fixed-choice initial question in surveys to encourage micro-commitments, making customers more likely to complete a subsequent open-ended question for richer insights.
Continuously collect customer feedback rather than running surveys for a limited time, as websites are dynamic and new issues can constantly surface.
Use survey data to identify common trends and fix them, acting as a "conversion rate optimization (CRO) no-brainer" to consistently improve business performance.
On this bonus episode of Honest Ecommerce, we have Jason Zigelbaum. He is the founder of Zigpoll - an all in one Ecommerce survey tool. We talk about starting with what you already know, lowering mental friction for your users, segmenting buyers to understand habits, and so much more!
What does this episode say about conversion & cro?
Implement exit-intent surveys to understand why customers abandon their cart, offering specific options like 'too expensive' or 'didn't find what I was looking for,' followed by an open-ended question for detailed feedback.
What does this episode say about customer retention?
Utilize product page surveys that appear after a set time (e.g., 90 seconds) to identify points of hesitation or missing information, such as unclear sizing or product imagery.
What does this episode say about shopify & ecommerce platforms?
Prioritize a fixed-choice initial question in surveys to encourage micro-commitments, making customers more likely to complete a subsequent open-ended question for richer insights.
What does this episode say about conversion & cro?
Continuously collect customer feedback rather than running surveys for a limited time, as websites are dynamic and new issues can constantly surface.
What does this episode say about conversion & cro?
Use survey data to identify common trends and fix them, acting as a "conversion rate optimization (CRO) no-brainer" to consistently improve business performance.
