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Would you believe that sellers still stump us by asking about the importance of Amazon feedback? Though the advantages of Amazon feedback is evident to the majority of merchants, there are still a lot of sellers (both small and large) who are not convinced.
Valuable feedback can be helpful for three parties – the contributor, the distributor, and the larger organization. The contributor or the customer who gives feedback will benefit from it as it most likely causes the development of the product or item they are reviewing on. The distributor or the seller is beneficial to effective feedback because they will obtain ideas on how to improve their products thus generating a future increase in sales. The wider organization can also gain benefits on this as they can create a broad understanding regarding the sellable items.
Increase Customer Satisfaction
Up till a while ago, the majority of transactions took place in person. Shopkeepers used to keep their doors open for customers to walk in, browse their wares and make their purchases. This system offered instantaneous feedback to both buyers as well as the vendors. The customer could minutely assess and compare various options before he decided to complete the purchase. At the same time, the seller could see his customer’s body language and also collect feedback (both positive and negative) in real time.
As a merchant on Amazon, you, unfortunately, do not have the benefit of interacting with your potential customers in advance. Online stores encourage customers to do their research beforehand by browsing Amazon product reviews and by posting search queries too. They then have the option to click the Buy Box or alternately compare similar offers from rival sellers.
In this type of a virtual ecosystem, Amazon feedback happens to be a merchant’s optimal way of measuring satisfaction. Apart from the star rating system of one to five stars, customers leave open-ended comments about the entire buying experience. In contrast to product reviews, which focus on the customer’s opinion about the item, feedback allows sellers to measure the level of service they are providing. Merchants can specifically expect sellers to grade them on:
- Shipping
- Packaging
- Issue resolution (in case anything went wrong)
- Overall Quality of Service
It is a good thing Amazon is helping in delivering customer service. The seller central with fulfillment by Amazon or FBA help sellers with storage and shipping. With their top-notch centers, products to be handled and delivered are in good hands. Further, Amazon FBA helps not only in delivering but also in improving the seller’s ratings and sales.
Amazon customers are usually highly engaged. As a result of this, customer feedback is more likely to be extremely detailed and helpful. Using this information will help you in identifying any bottlenecks and finding ways to improve your offering. In the end, giving customers the satisfaction and service they deserve is the key to generate big sales.
Win the Buy Box
Each seller would like to win the Buy Box repeatedly. Studies show that 82% of sales on the Amazon marketplace happens on the buy boxes. To ensure you meet this goal, you have to meet quite a few performance-based requirements set by Amazon.
Even though the Buy Box algorithm is known only to Amazon, it is evident that Amazon seller feedback rating is one of the most important factors. It is extremely likely that Amazon takes into account both positive as well as negative feedback before promoting a seller’s listing to the valuable BuyBox status. Some of Amazon’s criteria. to do this might include:
- Order defect rate, which in turn is influenced as a result of negative feedback.
- The customer’s overall shopping experience (which includes shipping as well as delivery speed, both of which are determinants of feedback)
- Other seller performance metrics, which in all probability includes feedback by sellers
Keeping the above in mind, it is evident why the most successful sellers also usually have the best feedback histories. Exceptional service (along with proactive solicitation) results in awesome feedback. Great feedback, in turn, leads to a greater share of the Buy Box. In theory, a greater share of the Buy Box results in more feedback, eventually multiplying the success of an Amazon merchant.
Build Your Reputation on the World’s Greatest Online Marketplace
The growth of Amazon is accelerating at an incredible pace. Amazon currently has more than fifty million (50M) Prime members and millions of other non-Prime users and is showing no signs of slowing down.
Your Amazon feedback rating has a one-to-many relationship as compared to the one-to-one relationship offered by word-of-mouth referrals. Once published, each and every feedback is permanently etched on the greatest eCommerce marketplace on earth. Built over a period of time, your Amazon feedback score serves as a small, yet very important snapshot of what you can offer as an online retailer.
By building a best-in-class Amazon feedback reputation, you’ll be ideally positioned to be ahead of the rest of your competitors.
Amazon Feedback Funnel
According to a study by Search Engine Land, “85% of consumers say they read up to 10 reviews,” and this same 85% will trust those reviews as much as a personal recommendation from a friend.
In light of this, it’s crucial to have a strong reputation when selling on Amazon, the highest ranking online marketplace out there. Not only that, the more reviews you can get, the better your success, since that same study has updated to say a larger number of people expect at least 20 reviews before they buy.
So how can you generate an Amazon funnel that gets you these numerous positive ratings – and fast?
Don’t Sit and Wait – Make Contact
Of course, feedback will come in organically; some buyers will be generous while others pride themselves on an extensive Amazon review portfolio. However, studies prove only 5% of Amazon buyers offer feedback. The 95% of buyers need prompting. Even a minor increase can double the total amount of reviews you receive annually. This leaves a vast untapped majority of reviews and recommendations that could be boosting your online reputation – and therefore future sales.
Get the Phrasing Right
This goes without say, but simply asking for feedback isn’t enough. It’s important to formulate a compelling pitch which engages with customers, motivating them to review gladly.
Continue to Tweak
It’s never going to be “perfect;” in fact, your feedback request constantly evolves with your customers and new insights gained from the process. How buyers respond to and interact with sellers is organic, and your request should be as well.
Make Sure the Customer is Happy – and Offer Help
Be sure to verify that your buyer is genuinely pleased with the product they’ve purchased before compelling them to give official feedback. This is done by specifically asking if there’s anything you can do to improve their experience. This boosts consumer experience as well as ensures positive feedback over negative reviews.
Offer Detailed Instructions
Many buyers have never posted feedback on Amazon and may be inexperienced with the process. They’ll delete your email rather than go through the effort of learning – unless you offer a simple solution. Be sure to include a direct link to where they can offer feedback, as well as simple but detailed instructions on how to complete the process.
Implement Automation
The larger your sales become, the less manpower you have to devote towards individual customer care. Automate this process so your employees and yourself can focus on the more pressing concerns, rather than monitoring the process tediously case-by-case. A feedback management tool such as SageMailer, which has helped earn over a million positive feedbacks for its users, is a risk-free option.
Of course, you’re saving time, but the advantages of automation reach farther than this.
You Gain Consistency
An automated process allows you to set the ideal system in place and watch as it thrives – no room for human error, no mishaps that lead to a delay in your customer contact, and more importantly, more control over the timing. If you want a follow-up email to be received by your customer after they’ve reviewed positively, there’s no need to worry about it falling in between the cracks.
You Can Learn From the Process
SageMailer in particular offers charted results on how effective your processes are and what tactics are earning the most return, allowing you to see in simple black-and-white math and graphs what details could use improvement and which are tried-and-true. Otherwise, you’re relying on instinct.
Timing is Everything
It’s not simply the message that guarantees increased feedback, but the timing. Arranging an automated system that sends the feedback requests within the optimal frame will boost your chances of a positive feedback funnel.
Delivery Time or Order Time?
Instructing your system to send a feedback request email a few days after the order is placed or a few days after the delivery has been made offers its own unique advantages. For digital orders, they can be considered one in the same, but otherwise, consider how long your targeted customer will need with their product to form a positive opinion. For items such as jewelry or clothing, catching their first excitable impression is key. For things such as machines or devices, allowing them time to explore the product listed will make them more willing to praise it.
When Are Your Customers Most Active – and Therefore Responsive?
Customers receive dozens, if not hundreds, of prompt emails from a variety of senders. Your email arriving in their inbox during the night, or when they’re away from their computer, will result in it being lost in the fray, quickly deleted with the others they don’t have time for. However, catching them at their optimal hours (for the U.S., this is between 7 am and 10 pm), when they’re active, will have them see your message with fresh, interested eyes and highly increase your conversion rate.
Keep the Communication Open
This is to ensure that you are retaining the customer’s loyalty. If you have already had a buyer. You have to make sure you can keep them. Accommodate them satisfactorily when making transactions. Ask helpful questions and answer the buyer’s queries in return. In this way, you can make them feel satisfied with both the service and your products listed on Amazon. After the purchase transactions, you can utilize these valuable customers as the important source of your reviews and feedback.
One Step through Sales Funnel Amazon
Sales funnel otherwise known as the sales process, is considered as a set of actions or steps taken before a purchase can be made. It is called a funnel because the purchasing process undergoes a funnel-like illustration. At the first step, there are a lot of possible buyers. However, as the step is becoming narrower, so does the proponent buyers.
Feedback can fall into the awareness stage where promotional tools are used to advise the buyers to buy their product. It is one step towards the purchasing stage. Since it’s both a promotional instrument and an improvement tool, it also holds an important role in obtaining increase sales in the near future.
Take Charge of Your Feedback
If you are all set to grow your feedback reputation to the next level, think of trying SageMailer for a free 21-day trial period. This tool helps Amazon sellers to gain positive reviews. It also aids in gaining increase sales through gaining more positive and an honest review by automated messaging campaigns. With this tool, the seller can also keep track on Amazon feedback and review with not much of a hassle.
Find out about how to remove seller feedback on Amazon.
There are around 3000 sellers worldwide who have chosen SageMailer as their number one option for feedback automation.
Evaluate SageMailer for free and take charge of your Amazon feedback reputation.
