Marsello Feature Miniseries Blogs:
Collecting Feedback To Enhance Your Customer’s Experience
Did you know that you can use Marsello’s feedback feature to get insights into your customers’ experience with your business? Follow the steps below to send out a survey with every purchase, whether online or in-store, and make sure you’re giving your customers the best shopping experience.
Fun fact: 86% of buyers will pay more for better customer experience.
Step 1: Set up your Loyalty program
The Feedback feature works in tandem with Marsello’s Loyalty program, so if you haven’t started using it yet, now’s the perfect time to get set up. Customize your widget, decide what tiers you’ll have, what rewards your customers will get, and what events you want to notify them of.
For detailed help on getting the program up and running, check out this section of our Help Center.
Step 2: Make sure your Earned Points email is on
Once your Loyalty program is live, select ‘Email Notifications’ under the ‘Loyalty’ section in your navigation. The ‘Earned Points’ email, which gets sent out every time your customers make a new purchase, needs to be toggled on. Click the button until it is green and says ‘On’.
PRO TIP: Take some time to customize the design and content of all your email notifications. Customers are more likely to engage with messages that match your branding!
Step 3: Turn on Feedback
Back in the navigation bar, select ‘Feedback’. This is where you’ll customize all the settings so you know you’re getting the exact customer feedback you need. You can change the icons under ‘Email Block’ to suit your branding, you can change the message under ‘Thank You Page’, and you can even change all the survey options so they perfectly match your business goals.
PRO TIP: Include a link to leave a review on the ‘Happy Thank You Page’. Good reviews count massively for social proof, meaning potential buyers are much more likely to purchase if they see other customers with great experiences.
Once you’re happy with the survey, click ‘Save’ and toggle the button at the top of the page to ‘On’. Your first survey will send out with the next purchase!
Step 4: Analyze and act on your results
As you start to get survey responses, you’ll see a new dashboard under ‘Feedback’ that shows all your results. You’ll be able to view your overall satisfaction rating, satisfaction option results, and individual feedback responses.
If you have a brick-and-mortar location, you’ll even be able to further filter responses by defining which staff member processed the sale, which can be helpful in determining in-store employee performance.
You can learn more about understanding your customer feedback here.
Overall, the point of gathering customer feedback is to find out what you’re doing well as a brand, and what space you have for improvement. It’s important to remember that high-spending customers are the first to leave if they have bad customer experiences, so taking the time to collect feedback, respond honestly, and make adjustments will save you time and pain in the long run.
Growth (and revenue) mainly comes from a combination of good products and good customer service. To ensure you’re always delivering on both, you need to start with measuring how your customers think you’re doing and using that feedback to meet your customers’ needs.
