How to leverage customer feedback to grow your eCommerce store
Pierre Larose, Founder of Hippie Pants, which sells handmade Thai pants to North and South American markets joins eCommerce Radio to discuss how to leverage customer feedback to grow your eCommerce store.
- What’s your background and as the owner what is your role within the organisation?
- How do you decide what to prioritise?
- Give us an example of an innovation decision you made due to customer feedback.
- Many people would say, why not just run a survey to get customer feedback?
- How else would you recommend other store owners get informal feedback?
Summary: You are probably already receiving a lot of feedback even if you didn’t plan to formally collect it. Take time to look at engagement rates on different types of products and content, social media chatter, blog comments, suggestions reaching customer service, store search and of course reviews. I’m not suggesting everything a customer requests must be rolled out but when there is repeated feedback it’s almost always a pain point or a sales opportunity worth considering.
Hippie-Pants is an online store launched in 2015 which sells fair trade, vegan and authentic thai pants. From their production process to their partnerships, the store follows its guiding principles of fair trade and sustainability, guaranteeing fair iving wages, prepaying local seamstresses and designers to avoid them getting into debt as well as promoting economic activity in rural areas.
All products are handmade in Thailand and shipped worldwide. The use of local artisans and inhouse shipping allows for close control of product quality as well as social and environmental impact.
The company also operates in Brazil under the Calça Thai brand and in Mexico as Pantalones Thai.