Amazon is all about the customer experience. It’s right there in their logo, with the arrow going from a to z to represent their guarantee. As a seller, it’s your job to ensure you’re delivering a stellar customer experience every single time, and this post has five ways you can keep doing that.
1. Make Your Listings Better
The first and most immediate change you can make is improving your listings. It’s the first point of contact a buyer has with you, and it’s the first chance you have to make a great first impression with them. Use this little checklist to see the key areas to focus on:
- Product Information: Is everything accurate? For example, if you’re selling a used product that’s in very good condition, are you saying it’s used? Or are you saying it’s new?
- Description: Go into as much detail as necessary to describe the product, like its features, dimensions, how to use it, how to care for it, any potential risks from using it, and more.
- Images: We can’t stress enough how important it is to have great images. Shoot from different angles, shoot in RAW format, and shoot the product in real-life situations.
- Video: If you can add in a video showing the product, even better.
2. Keep a Balanced Inventory
The most important rule of this is to avoid being out of stock (and never, ever sell something if you know you don’t have it in inventory. Use inventory management software so you always have a clear idea of the relationship between your Amazon inventory and fulfillment centre inventory, and take steps to ensure you have access to a steady cash flow so you can replenish your inventory as needed.
3. Make Your Brand Noticeable and Liked
All the really big brands are really successful at getting people to understand who they are and what they do. Apple = sleek, easy-to-use phones, tablets, and computers. Walmart = cheaply priced goods of all sorts. LEGO = fun building blocks that hurt like hell if you step on them. Starbucks = ‘premium’ coffee where the experience matters.
You get the idea. All of these brands have perfected the art of relating the name to the product, and it’s something you should strive to do, too. If you’re having trouble with that, here are some questions to get you started.
- Who are your (target) customers? Once you’ve identified your desired demographic, you can start crafting an image that fits them. If you’re reaching out to seniors, then you’ll want large lettering, clean designs, and a focus on how it makes their life easier and safer. And if you’re planning on selling to millennials, then you’ll likely want the opposite of that.
- What products and/or categories would work for you? Maybe you’re passionate about books by daunted by the sheer volume of items in that category, or maybe you’ve identified an easier category to sell in but know nothing about the products. Find products and categories that you’re both interested in and aren’t super high for competition, and you’ll be better able to deliver a great customer experience.
- What are your competitors doing? The more you’re aware of what others are doing, the more you can customise your approach to better serve customers. If 99% of the sellers in your category are offering free shipping, then that’s probably something you should also be doing so you can make buyers happy.
4. Get Tons of Great Reviews
A bad review can be the kiss of death, while a good one can be the ultimate factor in deciding a sale. To up your chances of getting as many of the latter as possible, here are some little extras that can make a difference.
- Use your buyer’s name in the shipping confirmation email.
- Include a hand-written (or typed) note with their order that thanks them for their purchase, along with how they can get in touch with you if they have more questions.
A follow-up email after their order’s arrived that gives them a link to leaving a review.
Related: How to Get Reviews on Amazon in 2021
5. Keep Your Seller Rating High
There are many little metrics Amazon takes into account in determining your overall seller rating, and it’s how much you pay attention to the details that often determines the kind of customer experience buyers have. If you have a high return rate, examine why. Is it because you weren’t accurate and honest about your listings? Or maybe your late shipment rate is high. If that’s the case, make buyers happier by either switching to Fulfilment by Amazon or making a more concerted effort to ship faster and more efficiently.
When it comes to the fourth point, eDesk has your back every step of the way. We’ll take all the complications out of the equation by managing things for you, from filtering messages to sending messages at the perfect time.