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The importance of feedback after each Live Shopping session
December 8, 2023
Feedback, more commonly known as REX, is a concept that has gained in importance in the world of business and industry. It is a systematic process of collecting and analyzing the experiences, successes and failures of a project or initiative. The ultimate aim is to draw out valuable lessons and apply them to future projects to constantly improve performance and results.
REX is not just a retrospective or a balance sheet. It offers a much deeper, more holistic approach, examining all aspects of the project, from the technical details to the human aspects. It's about understanding what worked, what didn't, why, and how this can be used to improve future projects. It's a powerful tool for growth and continuous improvement.
REX is used in many fields, from engineering to healthcare, education and services. But it takes on particular significance in the context of live shopping. In this fast-growing field, where e-commerce meets live streaming and social media, REX can be an invaluable tool for constantly improving the customer experience and boosting sales.
Live shopping is a constantly evolving field, with new technologies, new platforms and new consumer behaviors. In this context, REX can be used to understand what works and what doesn't, to test new ideas and innovations, and to adapt quickly to new trends and customer expectations. At Caast , for example, REX is conducted with the CSM teams to ensure the smooth running of the various projects with our customers.
REX offers many advantages for live shopping sessions. Firstly, it helps identify the strengths and weaknesses of each session. Which products sell best? At what times of day is the audience largest? What type of content is most engaging for customers? All this information can be used to optimize future sessions.
REX also helps to identify problems and challenges that need to be overcome. For example, if customers have difficulty using the live shopping platform, or if they complain about product quality, this information can be used to make improvements and solve problems. Finally, REX can also be used to gather customer feedback and suggestions, which can be a valuable source of ideas and innovations.
REX can be collected at different times, but the most important thing is to do it systematically and regularly. This can be done after each live shopping session, or at the end of a defined period, such as a week or a month. The important thing is not to wait too long, as information and impressions can fade over time.
There are many ways of collecting REX, but the most common is by survey or questionnaire. This can be done online, by email or via a mobile app. The survey should be well designed, with clear and relevant questions, and it should be easy for customers to complete. It's also important to encourage customers to give their feedback, for example by offering rewards or incentives.
There are many successful examples of REX in live shopping. For example, some brands have used REX to identify the most popular products and highlight them during their sessions. Others have used REX to improve their presentation and sales techniques, based on customer feedback. Caast's interface provides access to the various Live statistics, enabling the most engaging moments of Live Shopping to be pinpointed.
Still others have used REX to test new ideas and innovations. For example, a cosmetics brand launched a new product live during its live shopping sessions, and used REX to gather customer feedback via chat and make adjustments. The results were very positive, with increased customer engagement and sales.
One of the most common pitfalls in collecting REX is confirmation bias, which consists in seeking out and interpreting information in such a way as to confirm one's own beliefs or assumptions. It's important to avoid this bias by adopting an open, inquisitive attitude, seeking to understand rather than judge.
Another trap is to focus solely on the negative aspects or problems. While this information is important, it's just as important to recognize and celebrate successes. This can help reinforce strengths and create a positive, motivating climate.
REX analysis is a crucial step in the process. It involves examining the information gathered, identifying trends and patterns, and drawing conclusions. This analysis can be qualitative, based on customer comments and opinions, or quantitative, using statistics and figures.
It's important to take the time needed for this analysis, and not to jump to conclusions. It may be useful to enlist the help of experts or consultants, or to use data analysis tools. The aim is to draw clear, actionable lessons, which can be used to improve future live shopping sessions.
Once the lessons of REX have been identified, it's time to put them into practice. This may involve making changes to the way live shopping sessions are organized, such as altering the schedule, format or content. It may also involve making changes to the products or services offered, such as adding new products or improving quality.
It's important to closely monitor the impact of these changes, and to continue collecting REX to evaluate their effectiveness. It's a continuous process of learning and improvement, which can help achieve ever-higher levels of performance and customer satisfaction.
REX is not just a tool for improving short-term performance. It also has a long-term impact on the success of live shopping sessions. Indeed, by constantly learning from experience and adapting to customer needs and expectations, brands can build a relationship of trust and loyalty with their customers. This can lead to increased sales, improved brand reputation and sustainable growth.
In conclusion, REX is a powerful tool for live shopping sessions. It helps to understand what works and what doesn't, to identify opportunities for improvement, and to test new ideas and innovations. It's a customer-centric approach that can help improve the customer experience, boost sales, and build long-term relationships with customers.