Amazon has more than 3 billion products across its 11 marketplaces worldwide. Each of those products can be reviewed by customers who (usually) give an accurate overview of the product they have purchased.
The biggest barrier to sales of an Amazon seller is getting negative reviews. This can potentially hinder the chances of generating sales when the product has 1-3-star ratings out of 5. This article will teach you how to handle negative reviews and improve your Amazon SEO.
Key Statistics
A recently published survey by Podium shows that 93% of consumers say online reviews impact their purchasing decisions.
The same source found that 3.3 stars out of 5 are the minimum star rating consumers require to consider engaging with the business.
These statistics show that online reviews are crucial in determining consumers’ trust in a product, as a review-less product may provide emptiness and uncertainty. We can also conclude that the star rating is important in determining quality assurance for the customer. A low-starred item may often be skipped completely due to perceived risk.
You may wonder, if you are selling vast amounts of products on Amazon, how are you meant to know when you get negative reviews? The answer to this is simple; you have to…
Monitor your Amazon reviews regularly.
You need to monitor the reviews your products are getting actively. This can be achieved directly from your Amazon product listings and simply checking the reviews periodically to stay updated with the feedback you are receiving.
Manual monitoring can be time-consuming if you sell a wide range of products. Some tools can check your products daily for bad reviews. One such tool is AMZTracker, which claims to skyrocket your Amazon sales through its reviews service.
Another Amazon review monitoring tool is FeedbackFive¸, which sends you real-time updates when you receive negative product reviews. Additionally, you can solicit reviews from customers and respond to submit reviews to improve customer relations.
How to manage feedback on Amazon
There is never one way to give feedback to reviews, as each assessment will be tailored to that customer’s experience. This means that you must carefully manage the feedback you receive on your products, whether they are positive or negative.
For positive feedback, you want to thank your customer for their purchase and point out specific attributes they liked about the product or service in the review. For example, if you are selling t-shirts and you get an appraisal that compliments the quality of the material, you could reply with something along the lines of “Thank you for the kind words regarding the quality of our t-shirts!”. These bespoke responses can make customers feel recognized and improve their attitudinal loyalty to your business.
Always end your response with a positive review with a call to action, reminding the customer to purchase from you again. This is extremely important to increase your customer’s behavioral loyalty, and they will be more inclined to buy from a business that provides them with a positive shopping experience.
Negative reviews need to be managed similarly. However, it’s not simply enough to acknowledge what the customer has mentioned in their study; you must reassure the customer that your products are produced with the highest importance on quality. You also need to understand the dissatisfaction that the customer is feeling. Otherwise, they wouldn’t have submitted a negative review.
To improve the situation, you can offer the customer a replacement product or a refund if they return the faulty one. This works in your favor as you can either check to see exactly what was wrong with the product, avoid producing defective products in the future, and increase the trust with the customer if you are prepared to send them a brand-new product free of charge.
How to get a good rank for your product on Amazon
Any business selling products on Amazon aims to feature its product at the top of the search results. One algorithm, A9, can determine the positioning of products when searched on Amazon. Here are some tips to help your product rank higher on Amazon:
1. Sell a great product.
This is the most obvious tip to getting a good product ranking; however, many sellers underestimate even the simplest concepts. Your product must be good enough for people to share and recommend it to their friends. If your product isn’t great, then it is likely that it will receive a lot of attention, which is one of thefactor contributing to the Amazon rankingolicit reviews.
By actively requesting customers to review your product, chances are you will have an overall higher number of studies, which can make you rank higher on Amazon.
One way to achieve this is by providing an insert into the packaging of the products you are selling. This insert can be a small piece of paper with a smiley face that says, “Thank you for purchasing this product; we’d love it if you could give us a review on Amazon.” You may find that customers who initially wanted to provide a review had forgotten to, so the insert is a great way to reinforce your customers’ active response.
Alternatively, you can follow up with past customers through email marketing or direct messages on Amazon when you have new products you think they might like. Knowing your audience and finding valuable customers may provide more reviews for future purchases.
3. Optimise your titles and images
Optimized titles will increase your conversion rate by containing keywords relating to your product offering and are under 200 characters in length, making them easy to read for the customer.
Similarly, the images you upload should follow Amazon’s image ines, including using high-quality images with a maximum of 1,000 x 1,000 pixels.
Final thoughts
Handling negative reviews on Amazon is a great opportunity to improve your communication with customers, obtain potential sales, and turn negative responses into positive experiences for the customer – either through following up or providing a free replacement/refund. To stay ahead of the competition within Amazon’s marketplace, you must ensure you have as many positive reviews as possible. The tips mentioned in this article should provide the necessary actions to increase your ranking within Amazon and hopefully increase sales, too!
Author BIO: With a digital marketing background in advertising production and transcreation agencies, Sergio Arboledas now works as an SEO Specialist at MintTwist, an award-winning creative digital agency in London that delivers campaigns across web design, paid media, SEO, content & social.[/author]
