Product Reviews, Seller Feedback and Customer Questions
Transcription
As a seller, you can’t make every single customer happy all the time, but you can communicate, engage and build a relationship with customers that can in effect, change their attitude about your brand or your product. Responding within 24 hours to customers, negative feedback is crucial to maintaining a positive perception in the eyes of that customer.
show moreAnd if your response was posted publicly, it can favorably impact the whole shopping community. In essence, anyone who sees your response. So staying on top of negative feedback is critical. It’s an important step to mitigate the effects of a lesson stellar review. We can see how responding to negative feedback is imperative for seller ratings.
Adopting a smarter more proactive approach is even better by instilling proactive measures. You can eliminate the potential for problems to occur in the first place. So what are some main areas that often are the cost for negative reviews? Next we’ll review some may causes of negative feedback and ways to critique.
The first is not having any inventory, having a stock out issue and not being able to fulfill an order in a timely matter forces customers to turn elsewhere and shop competitor offerings. So it’s important to look at your selling trends to determine inventory needs and to evaluate schedule promotions.
Seasonality and year over year sales and make the forecast adjustments necessary to keep your products in stock. The next is late shipments. If your brand is self-fulfilling in order, be sure it gets shipped out on time. Amazon’s two day delivery service is now the norm and some geographical locations are getting orders delivered in one day.
Consumers are expecting their package to arrive on time and no later than two days, making a customer wait longer than expected may cause customer dissatisfaction. Another reason for causing negative feedback is a complicated return. Make it easy for customers to return an item. If it’s within your policy to allow customer returns provide simple and clear instructions for them.
Another area for customer dissatisfaction is when a purchaser receives a product that is different than what was described in the listing. Selling on an e-commerce platform can be tricky when it comes to conveying a product features and benefits, be clear in your product, listing a customer. Doesn’t want to go through the hassle of a return.
If they received product though is not described correctly. Be sure to label the boxes correctly as well, so that the right product is being shipped and a customer receives exactly the same product that they ordered. Again, most customers won’t want to go through the hassle of a return because the wrong item was shipped to them.
Receiving a product that has poor quality or packaging can also negatively affect consumer perception of your brand. Be sure products go through the necessary QA or QC processes. So your brand can develop a loyal fan base and lastly. Follow through on customer service issues in a timely manner, addressing and rectifying customer issues shows the customer that the brand cares, increases their perception of you as a seller and aids in mitigating negative feedback.
These problems, we just reviewed all affects seller ratings and directly impact how you are performing as a seller. So implement a proactive approach that addresses and tackles these issues upfront prevent the problems that lead to negative feedback in the first place. And if you do receive negative feedback tackle a quickly.
The sooner you respond, the quicker the issue can be resolved and the potential to have it removed or change is even greater. Be sure to set up alerts so you can be notified immediately when a negative feedback is posted. So you can act quickly towards a resolution.