DoorDash's CEO is delivering food

Have you ever wondered why Zapier's CEO spends time weekly in the customer support center?

Or why DoorDash's CEO delivers food orders to customers?

Or why Starbucks' CEO spends 1 day a month as a Barista?

Point is...CEOs of mega corporations spend time out of their ultra-busy schedule to be in direct contact with their customers.

Yet, a lot of ecommerce brand owners are completely disconnected from their customers' pains, desires, ambitions, objections...etc.

I understand the daily grinds of running an ecom brand.

I ran a few myself.

However, I doubt that any of us is busier than Starbucks' CEO.

Understanding your ideal customer's profile will be one of the highest leverage things you could ever do for your brand.

Here are a few ways we get customer feedback for our clients:

• Send a plain text email from the founder asking people for their feedback (customers and non-customers as well). You can just ask them to reply to your email. Sincerity goes a long way here.

• Send them a feedback form using tools like Typeform to get their feedback.

• Send them your personal calendar link so they can schedule a 10-15m call with you. This is very valuable especially if you sell high AOV products.

Obviously, most people won't just take time out of their day to just submit feedback for you.

Here are some incentives that will increase your feedback submission rate:

Important: I like to use what I call an incentive ladder. Where I start from things that cost our clients the least amount of money/time and go up if we're not getting enough replies.

You can just start with offering no incentive and appeal to their generosity/kindness. If you're sincere enough, you'll get some replies.

If you don't get enough, try giving them:

• An offer they can't refuse...in the wise words of the Godfather! 😂 This could be a better offer than what you're offering in your flows.

• A free gift from your store. This would ideally be an item with a high perceived value that is cheap to manufacture.

• A small gift card from Amazon or Starbucks. This will cost you some money, so you might only send this to a few subscribers first to see how it performs.

• Enter them in a raffle/giveaway when they submit their feedback. Make sure the items you're giving away are big enough to warrant them spending time to submit their feedback.

These will give you a treasure trove of valuable insights into your customers' minds.

Using those insights in your marketing will significantly increase your conversion rate and reduce friction.

Try these out today.

How can I help:

• If you have any questions or want me to cover any topic, feel free to reply to this email directly.

• Want a FREE in-depth audit of your email & SMS program? Click here!