Most small and mid-sized eCommerce brands believe customer research is out of reach... something reserved for giants like Nike or Lululemon with six-figure budgets and entire insights teams. But as Greg Shuey explains in this episode of Seven Figures and Beyond, the reality is that understanding your customers doesn’t have to be expensive or complicated. With a few smart tools, the right questions, and a willingness to listen, any brand doing even a modest amount of monthly revenue can uncover the kind of insights that lead to better messaging, stronger conversion rates, and higher customer lifetime value.
Greg walks through five practical, low-cost ways to get inside your customers’ heads, from short post-purchase surveys and live chat transcripts to product reviews and social listening on Reddit or TikTok. He shares the exact questions brands should ask to uncover friction points, emotional drivers, and the why behind every purchase. Along the way, he shows how tools like ChatGPT can help summarize and categorize responses, surfacing the most powerful insights in a fraction of the time it would take manually. These are the same techniques his agency uses to refine ad copy, improve product pages, and reduce customer service tickets — all by better understanding the buyer.
The episode closes with a challenge: don’t overthink it, just start. Spend 15 to 30 minutes this week reviewing your latest product reviews or adding a single open-ended question to your post-purchase email flow. Because the brands that make customer research a habit, not a once-a-year exercise, are the ones that consistently outpace their competitors. In a world where customer behavior changes every few months, the brands that stay curious, stay connected, and act on what they learn are the ones that win.
Episode Links
Greg Shuey LinkedIn: https://www.linkedin.com/in/greg-shuey/
KnoCommerce: https://knocommerce.com/
Gorgias: https://www.gorgias.com/
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