Many Amazon sellers make the mistake of thinking that a sale is the end of a transaction. But for veteran sellers, or those that understand the psychology of marketing and branding, a sale is not the end, but a mere door that opens up to far bigger marketing and branding opportunities.
The Ins And Outs Of An Amazon Feedback
There are two ways a customer interacts with the person they bought something from on Amazon. First is through product reviews, and second is by means of giving a feedback. Both have specific and different effects. But for this article alone, let’s focus on feedback.
While a product review is, as the name suggests, the buyer’s take on a product he/she bought, a feedback directly refers to the seller the product was brought from.
Importance Of An Amazon Feedback
Just like any opinion, an Amazon feedback is used to determine the reputation of a certain seller. You can think of it as the virtual equivalent of “word of mouth” advertising.
In the real world, when someone says that this company is this and that, our brains instantly retains the suggestion and digs it up during times where an interaction with said company is possible. And though we may not entirely agree with said suggestion, it becomes a nagging feeling that can ultimately affect our decision making.
In the virtual world, specifically with the Amazon ecosystem, we don’t have the luxury of having people that we consider as credible to vouch for Amazon sellers. So the next best thing is the opinion of others towards a specific seller.
Sometimes, a not so favorable review towards a seller won’t stop us from a purchase, especially if the seller is selling a product that we really want. But most of the time, and when the volume of negative feedback towards a specific seller is undeniably high, we tend to stop and look for other options.
Just like in the real world, a negative impression towards a specific person lasts, and can be the catalyst for his/her downfall in terms of how he/she is perceived by the general public.
How To Get User Feedback
The Psychology Behind Ensuring Positive Amazon User Feedback
Well I guess a more appropriate sub header would be something like “How To Get A Positive Buyer Feedback on Amazon” right? But then again, such a thing falls upon you (the seller). Getting positive feedback is all about applying “good business practices”.
- Are you describing your products accurately?
- Are you selling quality products?
- Are you shipping your products on time?
- Do you follow every sale with a good after sales campaign?
These are just some of the things real world, big businesses do in order to maintain a positive image with their customers. If they focus on such things, then what’s your reason not to?
“Don’t think that in order to get positive feedback, you only need to please your customers. No, the idea is to provide them with quality products.”
The argument I always hear is that “there are just some people that are hard to please”. And yes, I do agree with it. Being a veteran Amazon seller, I’ve had my share of customers that gave me negative feedback and said that they were not satisfied with what they bought. Yes, customer satisfaction is indeed relative and can sometimes be influenced by factors outside of our control.
But if you play your cards right, be honest with what you’re selling, and spend time on building a relationship with your customers rather than treating them as such, you can greatly minimize the volume of negative feedback. And in the event that you do get one, you might even see one of your customers argue on your behalf.
The Process Of Getting User Feedback
For the past 4 years, my user feedback rating has stayed around 80%. This means that for every 10 people that buys a product from me, 8 of them end up giving me a feedback. A far cry from when I started out.
The process that I used to achieve this feedback percentage did not just fall on my lap from the marketing gods. No, it stemmed from years of trial and error and from studying the concept of marketing and branding in general.
And would you believe it’s just 3 email messages?
I’m not joking. This magic feedback process only involves three carefully structured emails and an email sequencing program.
First, let’s start with…
What Is An Email Sequencer And How Do You Use It
An email sequencer is what the name suggests, a program that allows you to sequence and send a series of email to a specific contact or list.
Now why would you pay for something you can do yourself, you ask? Well think of it this way, if you get 10 sales per day on Amazon, best marketing practice would suggest that you send each one of those individuals an email. Now try to imagine what would happen if you get 50 sales per day? What about 100? You know where this is going, yeah?
Why send an email in the first place you ask? Well the thing is, every business relies on return customers. And if you talk to any business person, the only way to get return customers, aside from selling a great product, is to try and establish a relationship with them.
In the real world, this is an easy undertaking as you have the ability to talk with a customer face to face prior to, and sometimes after a sale. In the world of online business, we’re all but names and avatars devoid of any humanity whatsoever. So in order to reach out to a customer and try to establish a sort of human interaction with him/her, a seller must reach out to said customer and start a conversation.
“It’s you that should break the ice and not the customer. If you let a sale pass without trying to connect with the buyer, you are letting slip a very important factor that can affect the growth of your business.”
This is where a good email sequencer comes in handy. Not only does it allow you to break the ice with a buyer, but it also saves you time in creating and sending those emails. Time which you can use to concentrate on other important matters regarding your business.
We have created an amazon feedback software after working with number of sellers.
Using SellerLift to sequence emails is easy, and here’s how you do it.
First: You create your 3 emails (more on that later)
Then you: Connect SellerLift with your Amazon account
You then: Sequence the emails you wish to send out, and when to send them out
And you’re done!
What will happen now is that after each sale, SellerLift will automatically send out the first email you picked. Then follow it up with the second and third email on the time and date that you keyed in.
This ensures that all your emails are sent at the right time to maximize their purpose.
Speaking of those emails…
The 3 Emails You Need To Send To Get An Amazon Feedback
Before we go any further, let me first tell you that good marketing is a delicate process. So never, I repeat NEVER hard sell or sound needy.
You need to craft an email that is casual, but at the same time straight to the point and says that you are a professional.
The first email your ice breaker and should be sent right after a purchase. It is your first contact with your customer, so stay within the context of “a sale has been made, and I am happy about it” because well, you are. So craft an email that makes the buyer feel that you are thankful for choosing your product over the competition.
Just be careful not to over-do it though. Remember, be subtle with things.
One thing you should not forget though is to insert the idea that if a problem arises, you are here to help your customer. You need to relay the thought that though you believe in your product, that you are ready to address any concern that your customer might have.
Doing this puts the customer’s mind at ease knowing that he/she has direct contact with the seller in case something goes wrong.
Do this right and your second email will surely get you a feedback.
This one should be sent a few days after the buyer receives his/her order. Personally, I send it a day after.
Again, it should be in a friendly and casual tone, much like your first email. This time around though, ask him/her about the product. Is he/she happy with it, were there any problems with the product and its shipping, etc etc?
The reason for asking these questions is for you to have a conversation with your customer. Remember, you are after a feedback. So try and condition the email into that direction.
At the end of your second email is where you ask for a feedback. Again, be very casual about it. Don’t sound too excited at the prospect of getting him/her to give you one. Just state the importance of a feedback in Amazon, and if he/she can give you one, it would help your business a lot.
You can also send a brochure with this email if you want. But again, don’t hardsell. So be as creative on how you can indirectly market you other products, without actually marketing them. You get my drift?
If you do your second email right, go check your Amazon account as you might have a new feedback to your name.
This one is somewhat of a clone of the second and serves as a reminder for the feedback you asked for.
So again, format your email in the same way as you would write a friend. Again state that if he/she (the customer) have any problems regarding his/her purchase, that you are here to address it.
And in the end, create a paragraph that looks like:
Oh by the way, have you given me a feedback on Amazon yet? If, yes, thank you very much! If not, could you please take time to do it? You see, every feedback is a big deal for small businesses like us on Amazon as it makes us more credible in the eyes of other Amazon users.
This is your last chance to ask for a feedback, so be blunt about it if you want, but never needy.
So, we’ve come to the end of this article. I hope that I have explained the importance of a feedback, how it affects your Amazon business, how to convince a customer to give you one, and how to send emails easily. Man, that’s a lot.
If you think this article has helped you in any way, please do me a favor and share this with your network.
Till the next article, have an awesome day!