Is there ever a positive side to poor Amazon feedback? Yes, says our Account Director, Becca Woollin, who sees the opportunities for improvement in all things…
“Selling on Amazon means embracing customer feedback,” says Becca – and that means taking the bad on board alongside the good.
“Regular review analysis is critical for success,” she explains. “They might sting, but they’re invaluable insights.”
So what should you do with a bad review?
- Take the time to review and understand the negative feedback.
- Identify where the issue lies – is it logistical? Is the problem with the product, or are they complaining about something that sits in your product detail page (PDP) – descriptions, imagery etc?
- Analyse the information and then act on it – use the insights you gain to make positive improvements to your product or your customer experience as needed.
3 common criticisms – and how to tackle them on Amazon
So how do you deal with your specific issue within the Amazon platform? Here are simple solutions to 3 common customer complaints:
“They didn’t use the product correctly”
Check your product detail page (PDP) – is it educational enough? Can customers gain a good understanding of how your product can and should be used within the PDP, or do you need to update it with optimised copy, images and infographics?
“The product didn’t meet their expectations”
Are your images a fair depiction of your product? Does your descriptive copy accurately explain what customers will receive when they purchase?
“The product arrived damaged”
Is your packaging fit to withstand the rigours of Amazon shipping, or do you need to make it more robust?
So, while we’re sure you’re all striving for the best reviews possible, try and see any low reviews as invaluable feedback – an opportunity to improve your offering and build an ever-better customer experience.
And after all, it is possible to turn bad reviews around if you review them regularly and respond swiftly.
By demonstrating you’re willing to maintain good communication with your customers and reacting positively and measurably to their comments in a timely fashion, you can go a long way to building bridges, creating trust and developing loyalty.
Want our experts to help you pinpoint the potential in your reviews? Get in touch today.