We’re in Q4 of 2019, which means you don’t have much time left to capitalize on getting as many product reviews as possible. And with feedback being such a crucial part of leveraging more sales, FeedbackExpress will share the best tips and strategies you need to be using right now.
1. Be Clear and Honest in Your Communication
I was recently shopping on Amazon for a pair of wireless earphones I could take on my camping trips. They had to have decent battery life, avoid being prone to losing or being stepped on, durable and rugged, and deliver superior sound quality. The only problem is, my pickiness meant the best choices were all expensive.
…until I saw a pair of earphones that met most of my criteria and were being sold at almost half the price from Amazon Warehouse. They were advertised as being in “okay” condition, with marks or scratches on them.
I bought them.
I knew to expect physical imperfections when they arrived, and so when they did, I was totally fine with that. They weren’t as pretty as brand-new earphones, but they worked and I saved a bundle on them. And in my review, I gave 5 stars and mentioned that they were delivered exactly as advertised.
Do the same for your buyers. People are quite understanding when they’re given enough proper information ahead of time, and are much more amenable to speaking positively of their experience. But if you try and fudge the truth because you think listing something as shiny and sparkling will attract more sales, you’re only setting yourself up for disappointment. Users are going to get their delivery and be upset that it doesn’t resemble the photos and description.
Although it might seem time-consuming, read over your listings with a critical eye and make sure colour, size, variations, images, features and everything else is spot on. And if you notice that prospective buyers are asking the same questions over and over again, take the hint and answer them in the product listing.
2. Make the Buying Process a Happy One
If you have a car, you know that it’s a complicated machine with lots of parts that can fail at the worst times. I just discovered that I had a bad wheel bearing and had to leave my car at the shop overnight, returning the next day to pay a bill using money that could have easily gone someplace else.
But I wasn’t unhappy about it. If anything, I walked away feeling like the whole thing went really well and this was definitely a place to return to. Why? Because the mechanic kept in regular contact with me, answered all of my questions honestly and thoroughly, and showed me the damaged ball bearings when the repair was done. I felt part of the process the whole time and like I was treated with honesty, decency and respect.
You want your buyers to walk away with the same feeling, and all you have to do is exactly what my mechanic did. Be friendly and polite, give an accurate representation of the delivery time, answer questions they have without rushing the process, and make sure they have all their needs taken care of.
Amazon is known for its exceedingly high level of customer support, and it’s really not that hard to deliver on that. You’re always going to get bad apples who are never happy with anything, but most people, most of the time, will be happy if you deliver on the small things. Use solid packaging to minimize the chances of damage during delivery. Invest in high-quality products. Devote time to writing excellent product listings and answering any questions your listings might have missed. Deliver when you say you will, but be proactive and apologetic if that doesn’t happen.
3. Build Up Your Feedback Foundation with an Amazon Reviewer Program
Sometimes you need a little help to kickstart things, and that’s where Amazon reviewer programs come in handy. The Amazon Early Reviewer Program is designed for products $15+ that have fewer than 5 reviews. You pay $60 to be part of it, but Amazon will ask and ask for product reviews until 5 are recorded in the program.
And if you’re a vendor, then the Amazon Vine Program is your answer. It works much the same way: you pay a fee, and Amazon sends “Vine Voices” (customers with strong review rankings) your products to review.
We all like to think we’re good, helpful people, but the truth is we can get kinda oblivious to giving another person a hand. Buyers aren’t mind-readers, so they might not be aware of just how important reviews are to you. And really, their primary focus is usually on getting their order as soon as possible, so once the delivery arrives, their only thought is opening the box and using the product.
This is why buyers sometimes need a gentle nudge to take the next step, even if they don’t realize there is one (and even if you think the connection between them reading reviews to make an educated purchasing decision and leaving one of their own is blindingly obvious in your mind).
If you’re not including product inserts in the packaging, start doing so. It’s an extremely valuable opportunity to make an “in-person” connection with them once they receive their order, so write on the insert that a review would help them improve themselves and aid future buyers in making the best choice possible. Learn more about the do’s and don’ts of products inserts here.
Regardless whether that’s something you use or will use, feedback software is as close to a must as you can get. Once a purchase is made, it’ll trigger a notification to you so you can customize a review request template, or you can set it up to automatically send them off, with links in there to make the process as easy and quick for the buyer as possible.
I’m not going to crack Amazon’s Top 10 Shopper List any time soon, but I buy enough on there to see how shockingly few sellers use feedback software. In fact, I can probably count on one hand in the last few years the number of times I’ve received a review request message after one of my purchases. It boggles my mind that those sellers place such low importance on getting feedback from buyers, especially knowing what a crucial part of the decision-making process it is. Luckily, you don’t have to be part of that pool when you use FeedbackExpress. If you want your feedback response rate to trend upwards, then sign up now and we’ll kick you off with a 30-day free trial.