Amazon Customer Experience: 12 Tips to Boost Your Sales by 36%
COO at Margin Business
Table of Contents
Amazon is the biggest online market in the world. It seems that everyone wants a piece of the Amazon action. As a result, this is also one of the most competitive markets on earth.
So,
Making it big on Amazon requires a lot of hard work and careful thought.
We’ve put together some Amazon customer experience tips to help you to enhance your brand.
Only the sellers that provide a memorable shopping experience and enhanced Amazon customer satisfaction will make it to the top
Follow the Amazon Rules & Regulations
Amazon sellers must understand fully the Amazon rules and regulations and comply with them. These rules contain information about available services. They also set down rules for customer feedback.
Amazon prohibits the publication of any inauthentic, false or misleading content.
As an Amazon seller, you must adhere to the rules or risk suspension of your Amazon seller’s account.
SEO + HEO Optimize Your Product Listings
You may have sourced the most amazing products, offering real value for money. Still, unless you optimize your product listings using appropriate search engine optimization (SEO) and Human Engagement Optimization (HEO), your target audience won’t find your product.
Professional SEO ensures that your product listings contain area specific relevant keywords to attract customer engagement.
Here are the essential aspects of your SEO listing:
- Images & graphics – You may include six images and one video. Make use of your full allocation. Make your product stand out with top-quality images against a white background
- EBC – Enhanced Brand Content provides extra space for Amazon content engagement. You also have the option of adding extra images to further customer engagement
- A+ Content – another useful Amazon feature. With A+ content you can improve your content and include more images, videos and rich text
- Title – the title may not contain more than 200 characters. Amazon will suppress your product listings in searches if you break this rule, as it is intended to prevent keyword stuffing
- Description – include the most important product information in the bullet points. Elaborate in the description. Make sure that the description and bullet points are easy to read and have the relevant keywords.
Captivate Customers with Convenience
In today’s world, people seek convenience and if you can offer your customers convenience in any form, they’ll remember your brand.
Whether it’s same-day delivery, quick access to complementary products, or a range of payment options, you’ll enhance the Amazon customer experience with convenience.
Identify Your Brand Values & Make It Noticeable
All the big brands understand their target market. They make sure that potential customers know who they are. Customers trust successful brands to deliver on their marketing promises.
A strong brand must develop values that the target market holds dear. Trusted brands build their product proposition around the needs of specific customers. They use customer feedback to learn from their mistakes to improve future products.
Identify your brand values based on your target market, and compile a cohesive marketing plan that enshrines those values. This is how you grow a trusted brand.
Manage a Balanced Level of Inventory
Inventory is the lifeblood of your brand. If you don’t have enough, you’ll lose sales. Disgruntled customers may flee to your opposition.
Too much inventory can create an unnecessary burden on your cash flow. The secret is to balance your inventory, using customer analytics to forecast future sales.
Strive For High Amazon Seller Rating
Amazon determines your Seller Rating based on customer feedback over a twelve-month period. A decent Amazon Seller rating will increase buyer trust in your customer service and product quality.
It may also make your products more attractive in price-sensitive competitive markets.
Monitor & Manage Buyers’ Feedback
Amazon provides powerful reports that you can use to measure your key performance areas such as late shipments and order defects. Still, the most powerful feedback comes from the buyer. Use this feedback to monitor the customer experience.
These insights should help you to improve future transactions for enhanced Amazon customer satisfaction.
Improve the Order Fulfilment Process
Efficient order fulfilment is the only route to quality customer service. You can only provide great customer service with optimized stock levels.
You will have to consider whether you can manage such efficient operations and logistics on your own or whether you need a fulfilment center. If you choose to manage your own picking and packing, invest in an effective inventory management system.
It’s worth it. You should also partner with a transporter that offers an order tracking service.
You will also have to set up a process for returns to gain customer trust and clinch repeat orders.
Accurate picking, clear labelling, protective packaging and quick and reliable transport are also necessary aspects of customer experience.
Get Maximum Positive Customer Reviews
Good reviews help customers to make decisions about your product quality and customer service. These may be the only differentiators between your products and those of your competition.
Improve your chances of getting good reviews by including a personalized note with the delivery of your product. Thank the buyer for the order and add a link to leave a review.
Provide Exceptional Customer Service
Excellent customer service is essential if you hope to retain customers. Service excellence includes providing timely and accurate information.
It’s about responding quickly to customers’ queries and complaints, supporting your customer before, during and after the sale. This is how you build trust and a brand on which people know they can rely.
Pay Special Attention to Customers’ Negative Feedback
Negative customer feedback is particularly important as it shows what part of your business has failed the customer.
Dissatisfied customers can do your brand a lot of harm, so you should contact them to find out how you can fix the problem. You can learn from customer contact and use the information to help develop new products and services that fill a need.
If Amazon FBA is the cause of the negative feedback, you can file a ticket for Amazon to remove the review.
Track & Manage all Sales Performance Metrics
Sometimes performance shortfalls happen as a result of circumstances beyond your control. It is essential that you monitor these matrices to determine the reason for failures and, based on this, take action to improve future performance.
- Order Defect Rate – Amazon demands an order defect rate of less than 1%. More than that and you risk suspension. The order defect rate is a measure of orders with defects over a sixty-day period
- Pre-fulfilment Cancellation Rate – this metric measures the number of people who cancel an order before it’s shipped because of insufficient stock
- Seller’s Refund Rate – the number of refunded orders divided by all orders over a specified period
- Late Shipment Rate – the number of orders that arrive after the scheduled delivery date
Let’s Curate Personalized Experiences for Your Customers Today with Margin Business Services
If you need professional help to grow your brand and optimize your listings, Margin Business can help you. The team at Margin Business Services has helped Amazon Sellers to grow their brands for nearly a decade. We’ve honed our craft to create a memorable Amazon customer experience.
We enhance brands through optimized listings and blogs aimed at Amazon content engagement.
Our team is present across the EU and the Amazon UAE, translating and localizing Amazon listings to attract traffic and drive conversion. Our business depends on your success. Book a Call and let’s discuss what we can do for you.
FAQs
CX on Amazon is all about the Amazon customer experience. It is found on the Amazon Voice of the Customer dashboard, allowing you to scrutinize all aspects of the Amazon customer experience.
The Amazon Customer Experience Metrics measure your performance as a supply across all of the most important indicators. They contribute to your seller rating.
Amazon sellers can enhance the Amazon customer experience by closely following the Amazon Customer Experience Metrics and taking action to correct problems.
Amazon is the largest retailer on earth and it can be difficult to differentiate your product. It is important to attract new customers and retain them. In this competitive environment, Amazon customer satisfaction is the only way that you can grow your Amazon brand.
There are several aspects of customer experience that contribute to a quality Amazon customer experience. These are reliable, on time delivery, quality products, exceptional customer service and seamless order fulfilment.
About the Author
Emilie Angri
Connect @ LinkedIn
📢 COO at MarginBusiness. We Don’t Just Translate your Amazon Listing – We Localize, advertise and optimize to instantly grow your amazon sales – Images, Content, and Ads. Building up knowledge in the Amazon Industry since 2011 to consult EU and US sellers.
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