No matter what business you are in, customer experience will make or break you. If you are an Amazon seller, you know how important Amazon feedback is as it is included in your account health. However, there are times that we are unable to prevent negative feedback from customers. What do we do? How can we address these feedback?
Amazon Feedback vs Amazon Reviews
Before we go deeper on how to address feedback, let us differentiate between feedback and reviews. As an Amazon seller, you are aware that both play a crucial part and add value to your business.
Amazon feedback is like a “report card.” The customers can leave feedback about their experience with your services and the over-all buying experience. It’s like entering a store and telling the manager about the waiting time and cleanliness of the store and how it affected the over-all buying experience.
On the other hand, a product review is a customer’s impression about the product itself. Most customers look at the reviews because this gives them an idea of how the product does and its over-all quality. Customers rely on others who have already tested the product firsthand.
In Amazon, both feedback and reviews use a 5-star rating system. Both feedback and reviews also help customers decide if they want to buy from you based on the feedback rating and reviews of your product.
However, Amazon feedback affects your account health and may cause your account to be suspended. Amazon reviews have nothing to do with seller performance or shipping, but they are purely about the product.
Over-all both Amazon feedback and Amazon reviews greatly affect your product sales. Customers trust sellers who have high ratings because it means that the products and services are excellent.
Tips in Managing Amazon Feedback
As a seller, it is important that you check your feedback and reviews on a daily basis. This would also help you address the issues that the customer raises. For example, when a customer receives a defective product they would greatly appreciate it if they won’t have to go through the hassle of contacting you. Be vigilant of these reviews and feedback and proactively reach out to them. What they did not get with the product quality was compensated on with excellent customer service. This also goes to show that we value their time and money. It also gives the impression that you also value the quality of your products and services.
Amazon may also proactively removes feedback for the following reasons:
- The feedback includes words commonly understood to be obscene or profane.
- The feedback includes seller-specific, personally identifiable information, including email addresses, full names, or telephone numbers.
- The entire feedback comment is a product review.
However, if for example, you see feedback that talks about your product such as, ” The color was way off from what was advertised.” This clearly says something about the product and can be removed. You can just click on the dropdown that says Choose One on the right side of the feedback, then choose Request Removal. If it clearly is a product review, it will automatically be scrapped from your feedback.
Both Amazon feedback and reviews add value to a business. Customer experience is a very important aspect so you must make sure to provide exemplary customer service. Be diligent in responding to customer concerns, whether reviews or feedback so customers will know that you are not just in it for the money.
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“To earn the respect (and eventually love) of your customers, you first have to respect those customers. That is why Golden Rule behavior is embraced by most of the winning companies.”– Colleen Barrett, Southwest Airlines President Emerita