Been running an ecommerce store for about 3 years. For most of that time I was reading a bad review when something went wrong. Four months ago I actually sat down and built something intentional. Here's what I'm using now:
Post purchase survey with one rotating question per month. Support tickets exported weekly into a doc, not to read everything but to find repeating phrases. For the analysis side I've been testing a few AI tools. Perplexity for quick market research, Frank AI researcher for deeper data about customers, what they think and want. Gemini for cross referencing assumptions.
I started to pay attention in a more structured way. Biggest realization was that I was making product and copy decisions based on my own language not my customers language. Fixing that one thing changed my conversion rate more than any ad spend I've done.
Curious what others are using especially for the analysis side. That's where I wasted the most time before I found a system that actually stuck.
What's actually in your customer research stack? Mine was embarrassingly bad until recently
byu/Final_Schedule_3129 inStudentLoans
Posted by Final_Schedule_3129