Engaging with Your Customers to Build Trust
Engaging with customers is key to delivering an excellent shopping experience. It shows that you care and want to build trust with your customers. Although these might seem intuitive, the strategies below add a personal touch to every sale and can go a long way in helping grow your Amazon business.
Keep in mind that Amazon does not allow sellers to contact customers directly via phone or personal email. It is always of absolute importance to heed Amazon’s Terms of Service in regards to seller-customer communication. There are however still clever ways you can engage with your customers on Amazon. Here are 3 strategies to keep in mind moving forward.
1. Seller Feedback And Product Review
As soon as a customer makes a purchase a window opens for you to ensure that they have had a great shopping experience at your Amazon store. Let them know they can contact you should they have any queries. Many sellers focus on solicitation emails asking for seller feedback and product reviews right off the bat. This sometimes works. However, sellers should first go a step further by making sure the customer has enjoyed the shopping experience and will return again in the future. Here’s a previous article on ‘Post-sale emails you could use to turn customers into lifetime fans’. You can also check out the templates inside Email Automator – which all of us at ZonGuru have deemed to be the very best info that you should provide your customers with. The Email Automator tool makes communication with customers intuitive, and… well, automated.
Another tactic that has worked for us is to provide your phone number for customers to contact you should they have queries. Now, you might be thinking, “What if I get bombarded with phone calls every day?”. Valid point – depending on the volume you are selling; but think about this: when was the last time you had the offer to call and talk to a seller in regards to a product you purchased from their storefront on Amazon? Can you imagine having a personal relationship with a seller that you just bought a special gift or item from?
Not only will this mitigate negative reviews by nipping problems in the bud, it will foster a personal relationship with your buyers getting them that much closer to leaving a review and purchasing other products from you down the road.
Pro Tip: You can purchase a Skype number and use it as your work number so you know when a call is work, or personal.
2. Questions And Answers
At some point selling on Amazon you will receive questions from customers regarding your product. Whether its questions about how to use the product or the ingredients in it, you need to answer them quickly and clearly. While Amazon will send emails to other buyers requesting answers, as a seller it should feel like your duty to answer questions since you know your product and brand best. These questions are a great way to interact with customers and gain their confidence in making the right buying decision. So don’t drag your feet answering your customer’s questions!
Questions also highlight areas where improvements can be made to the product listing. For instance, if a customer is asking about the daily consumption of a multivitamin, this could mean that the information is missing in the product listing or perhaps customers are having trouble locating it.
3. Customer Reviews
As a seller, it is vital for you to check your product reviews on a consistent basis so that you know what customers think of your products. They might comment about how great it is, or complain about it. Review Monitor is a great tool for these instances as it will send you instant review alerts whenever a seller leaves a review for one of your products. That way you are always in the loop about what people think about your brand.
It is vital for sellers to respond to negative reviews (1 or 2 stars) in a timely manner showing that you are aware of the issue and ready to take action to resolve it. As a seller, you should respond to negative reviews and listen to the customer’s feedback, as this could give you an indication of how to improve your products and services moving forward. In addition, your responses to the customer should be polite and courteous – you want the buyer to know that you are a brand that takes their concerns seriously and are willing to work with them to fix problems. This could also influence the buyer to rethink their original review and even change it! In addition, responding the some negative reviews (especially misunderstanding) publicly can be a great way for other potential buyers who are scanning recent reviews to see your response.
Positive reviews (4 or 5 stars) shouldn’t be ignored either, as customers might suggest improvements for your products. You could also use these positive reviews as testimonials and post them on your social media channels thanking them for being number one customers.
As for the neutral reviews (3 stars), these can go both ways depending on the context so do reply accordingly.
Pro Tip: Always have an open mind when reading reviews as there are always room for improvement.
Treat every customer interactions as a way to improve your products and better serve your customers so that they become customer for life. And the ZonGuru tool suite contains tools that simply make the whole process easier.
Eugene is an Amazon business coach, consultant, and blockchain enthusiast. He helps aspiring and established entrepreneurs build a highly profitable Amazon FBA business so they can unlock their true potential. Learn more about him at wiseintro.co/FreedomProfitsBlueprint