How do you discover the next big product? Today we're talking to Nell Diamond founder of Hill House Home about how her brand went from selling bedding to "happy things." We're talking about customer feedback, how your experience needs to adapt, and Nell's go-to approach for getting authentic feedback.
Show Notes
- Nell gives us all a quick summary of what Hill House Home is all about
- We go over what the brand started selling and the transition that has happened over time
- Nell explains that from very early on the customer was part of product decisions
- We talk about using retail spaces and Instagram to find your next product idea
- Look for active sharing to see what is resonating (share > likes)
- We discuss how Nell knew she had found a winner with their flagship product "The Nap Dress"
- Nell explains the "group chat effect" and why it's more powerful than referral programs
- There's insane value in being a customer yourself
- Nell gives a few easy tips for getting customers talking
- We go over the added expenses and logistics of apparel over bedding
- Returns are the fitting room of the internet and are a customer experience play
- Changes are best when they are iterative
- Nell shares her number one tip for getting customer feedback
What is The Exchange?
The new ecommerce playbook is focused on retention, brand, and building deep connections through your customer experience.
The Exchange is here to connect you with Shopify brands, their founders, and industry experts that will give you the tools and marketing inspiration to build true connections with your customers online.