The home decor industry values both stunning design and meeting customer needs. Customer feedback in retail is a valuable resource that provides insights to enhance product lines.

Impact of Customer Feedback in Retail On Purchasing Behavior

A Zendesk study “Customer service and business results: A survey of customer service from mid-size companies” indicates that customers are more likely to leave feedback when their emotions are intense.

Negative customer feedback in retail is shared by 95% of customers as compared to 87% for positive feedback, highlighting the influence of emotions on customer experiences.

The report also reveals that good experiences have lasting effects, too:

62% of B2B and 42% of B2C customers purchased more after a good experience.

That is to say, good customer services automatically translate to increased sales.

On the other hand, bad experiences have equally harmful effects; immediately after a bad experience,

52% of B2C and 66% of B2B consumers stop dealing with a business.

The Power of Sharing Experiences

In today’s digital age, online reviews are crucial. While surveys and pilot studies are useful, online reviews have a significant impact on customer decisions.

This is particularly important in the home decor industry. Especially with the popularity of “research online, purchase offline” (ROPO) and reverse ROPO phenomenon.

Moreover, a survey conducted by Power Reviews, “The Ever-Growing Power of Reviews” shows that 9 out of 10 of surveyed consumers consider reviews during purchasing decisions.

 

PLM as a customer feedback tool

PLM systems are instrumental in analyzing and utilizing customer feedback. By integrating sales data, product lifecycle information, and customer feedback in PLM, we gain a comprehensive view of customer needs and preferences.

PLM software enables the collection and analysis of customer feedback in retail to identify market trends and areas for product improvement. The approach will afford a holistic view of product improvements and refinements. Retailers can track how products perform from conception to end-of-life stages by using customer feedback at every touchpoint.

While not every opinion may be taken literally, monitoring and analyzing customer feedback in retailis invaluable. It enables us to continuously refine our products, ensuring that they are not only aesthetically pleasing but also align with customer expectations.