Wanna know a secret? I see so many digital product shop owners make one common mistake that can cost them sales and happy customers. And it’s a super simple thing, too: asking your customers for feedback. 

If you’re not asking customers for reviews post-purchase, you’re missing out! Here, we’ll talk about how to ask for customer feedback and why it’s so important for the success and growth of your digital product shop.

Why customer reviews are so important

If you think getting customer reviews is only important because they boost your rating on Yelp and Google, think again. Customer feedback is so important for your digital product shop!

Reviews, whether they’re positive or negative, can:

• Help you understand whether your product is working and where it can be improved. You may not even realize that your product could be better unless a customer brings up a suggestion in their review!

• Cut down on refund requests. When you notice a negative review written by an unhappy customer, you have the chance to reach out to them and rectify the situation. You don’t often get that same chance when someone straight up asks you for their money back.

• Convince other customers to buy. We all want to make sure we’re doing the “right” things and making the “right” decisions. That includes buying stuff. This phenomenon is called social proof. Positive reviews encourage other shoppers to buy from your store because hey, look at how happy they are with their purchase! 

• Nurture relationships with new customers. The moment after a customer purchases your digital product is crucial. You have the opportunity to ask them what they think — which shows that you appreciate their business and care about their opinion. Don’t waste it.

See what customer reviews can do for your digital products and shop? Pretty awesome, right? Now let’s talk about getting that feedback so you can improve your products and your biz even further.

Wait the appropriate amount of time before reaching out

How soon is too soon? Well, immediately after their purchase is probably too soon. Your customer likely hasn’t even downloaded your product, much less had a chance to use it.

Depending on the nature of your digital product, give it about a week or so before sending an email to your customer. Give them more time if it’s a really in-depth product, like a mini-course, and maybe a couple days less if it’s a super easy product like templates or a checklist they can use immediately. Simply ask them if they like the product or have any questions. 

This goes without saying, but make sure that you’re setting up these emails properly. Meaning, don’t send this email to your entire list, including people that haven’t made a purchase. That reflects poorly on your brand and we’re trying to build a positive relationship with your customers here.

Make it as easy as possible for your customer

You can certainly get customer feedback by sending an email and having them reply to it, but what if you want more information? Is there an easier way to collect and organize responses, too?

Of course there is! If you prefer, you can include a link to a Google Form survey in your check in email instead. This way you can ask more specific questions based on what you want to know, like:

• How did you find out about this product/shop?
• What was your experience like using this product?
• How easy was this product to use?
• What problems or challenges did you face when using this product?
• If you could change anything about this product, what would it be?
• Would you use this product again in the future?
• Would you recommend this product to others?

Keep your survey short, and let respondents skip questions if they’re not sure how to answer. You can even throw in some multiple choice or “check all that apply” answers for respondents who don’t have time to write out long responses.

Offer incentives in exchange for reviews

Not getting the number of customer reviews you’re hoping for? You might need to give your customers a little extra push to leave feedback, then. 

Small incentives like a discount, store credit, a free bonus product, or entries to a giveaway might convince someone to take the time to leave you a review. Everyone loves a freebie or an exclusive deal!

Put feedback to use and improve your digital product shop

Your customers can provide you with so much valuable insight from their reviews. So when you start receiving them, make sure you’re putting that feedback to use! 

Read each and every review. Take note of any recurring comments or complaints. Jot down any ideas or suggestions you might want to implement in the future. And finally, thank every customer that leaves you a review. Let them know how much you value their feedback.

Customer reviews are just one essential part of running a successful digital product shop. They help you improve your products and strengthen relationships with your customers. But what else can you do to grow your shop and get more sales? Lots more, in fact! Watch the video below for tips to help you boost your digital product shop sales!