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If, like me, you’re running an online business, one of the biggest challenges you’ll face is getting customer feedback and visibility. This is something I’ve been actively working on with Mitsooz, and so far, I’ve seen some movement. It’s a process, but I want to share what’s working for me, what I’ve learned along the way, and what I’m looking to implement next.
The Power of the Prompt: Asking for What You Need
When I first launched Mitsooz, I wasn’t getting many product reviews. I quickly realized the fault was mine—I wasn’t asking my customers for what I needed. I was simply shipping orders and letting people enjoy their purchases without any direction.
Now, every package includes a personalized card with a prompt encouraging customers to document their unboxing experience. The ask is simple: take out their phone, record their unboxing, and share their thoughts. This small change has made a difference in engagement because people actually want to participate when you give them a reason to!
Learning from Challenges: Packaging & Handling Refunds
Since opening my store, I’ve only had one refund—a glass piece that broke in transit. While I don’t expect this to always be the case as I grow, that experience alone taught me two valuable lessons:
- How to process a refund and replacement efficiently. I learned that USPS allows you to file a claim for damages, and as long as you provide proof (photos and documentation of cost), they will reimburse you.
- How to improve my packaging. Because the customer took out their phone and documented everything, I could see exactly what worked and what needed improvement. This helped me refine my packaging for a more luxurious unboxing experience while ensuring better protection.
Email Flows: Automating Customer Engagement
Another game-changer has been setting up email flows. I have emails triggered for:
- Order confirmation & tracking
- A post-purchase check-in
- A request for a review (sent after they’ve had time to use the product)
- Ongoing engagement and incentives
This automation ensures I’m consistently interacting with customers, reminding them about their purchase, and creating touchpoints that encourage loyalty.
Authenticity in Reviews: No Fake Testimonials
One of the things I’ve been mindful of is not using fake reviews. While I know some businesses do this to build initial trust, it’s not the route I wanted to take. Instead, I decided to start with no reviews and figure out how to increase real ones organically. One of my best strategies? If someone receives a gifted item, I ask them to leave a review—and disclose that it was gifted. Bonus points if they include a photo or video!
Looking Ahead: A Rewards Program
Understanding that shopping online is different from shopping in person, I’m implementing ways to keep customers engaged and coming back. One of the things I’m working on (hopefully launching soon) is a rewards program. The goal? Encourage customer interaction and repeat purchases.
I love handcrafted and well-designed products, and one of my favorite purse brands is Strathberry. Their aesthetic is refined and minimal, yet striking—exactly the kind of energy I love. What I found interesting is that despite being a mid-range luxury brand, they have a rewards program where customers earn points for actions like:
- Liking on social media
- Leaving a review (extra points for photos/videos)
- Engaging with the brand
These points turn into monetary discounts, creating ongoing loyalty and brand interaction. That’s exactly what I want to build with Mitsooz, and I’ll be updating you all on how it goes!
Final Thoughts
Building customer engagement, increasing visibility, and boosting reviews takes intentional effort. The reality is, after a transaction, no one is obligated to leave a review or interact further. But that doesn’t mean there aren’t ways to encourage engagement, build trust, and create lasting relationships.
The biggest lesson I’ve learned? Ask for what you need. Give customers a reason to engage, make it easy for them, and continuously refine your approach. It takes time, but with the right strategies, the results will come.
I’m still testing and improving, and I’ll be sharing more insights as I go. If you’re an entrepreneur struggling with engagement, I hope this helps. And if you’ve successfully implemented strategies that worked, I’d love to hear about them!
