""Our customer loves to give us feedback," Chen says on "Shopify Masters." "Whether it's color, silhouettes, fabrics, wedding vibes-whatever it is, they're not afraid to reach out and tell us what they want.""
""We really analyze feedback so that we can serve the customer," Chen says. "Surveys are a really early indicator for what the bride wants because oftentimes, when we hit her with a survey, it's about six months to a year before her actual w"
Customer feedback provides actionable insights that drive product improvements, spark new ideas, uncover operational weaknesses, shape marketing strategy, and increase customer satisfaction and loyalty. Eight brands leveraged feedback channels to refine offerings and adapt to shifting demographics. Birdy Grey founder Grace Lee Chen shifted focus from millennial to Gen Z brides by analyzing comments on color, silhouettes, fabrics, and wedding vibes. Feedback sources include formal surveys, Instagram polls, product reviews, third-party review sites, a Facebook brides group, and an Instagram broadcast channel. Surveys often signal customer desires months before purchases, enabling proactive product development and merchandising.
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