Top 5% of Amazon UK Sellers - 5 Ways to Remove Negative Customer Feedback

Top 5% Amazon UK Sellers – 5 Ways to Remove Negative Feedback

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By pure accident a colleague & friend stumbled across a market place article written by Market Place Pulse whilst on their lunch break. The article highlighted one of Relton Associates clients as being in the top 5% of Amazon UK sellers. In fact, they’re probably in the top 2%, and as you can imagine we were very pleased!

The article based it’s findings on a tool which ranks on two main factors; Sales Volume and Customer Feedback. You can read more about how we achieved sales volume in the case study: ‘From Zero to e-commerce Hero’. But if you want to find out how we manage the customer feedback then read on…

5 Ways to Remove Negative Customer Feedback

Amazon Best Seller - Top 5%

Amazon Best Seller – Top 5%

Naturally giving excellent and speedy customer service is key, but many of the negative company reviews can be removed from Amazon, if you know how. Better still, many of them can be removed within 3 clicks. Here are the top 5 Ways to Remove Negative Customer Feedback (or neutral):

  1. A review is about a ‘product’ and not your ‘service’
  2. The review is relating to price and not your service
  3. The review is only one word
  4. Reviews that make no sense
  5. The review incorporates a link or contact information

There are more examples but you’ll get the point. Just as importantly they are often dealt with swiftly by Amazon. I know, Amazon and swiftly don’t always go together! In this case however, it’s simply about knowing their systems and how to use them to ‘your’ best advantage.

At one time, when our customer feedback was as low as 92% for our amazon.fr (France) store, we turned it around to 100%. We turned this around within a week. This shows how important it is to address negative feedback and not to ignore it or think it’s too bad to turn around. You can turn it around.

In a blog article last year titled ‘The 3 click Amazon Feedback Secret that all top performing stores share’ we highlighted 80% of stores feedback that was languishing beloe 95% could be rectified.

If you would like to discuss your Amazon account with Relton Associates us the Contact Us page to get in touch…speak to you soon.

 

Amazon Shakes up its Shipping

Amazon Shakes up its Shipping

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Amazon Shakes up its Shipping

Are you ready for Amazon’s shake up of marketplace shipping?

Amazon has always been surprisingly generous with marketplace sellers shipping schedules – but signs are that Amazon has woken up to the competitive disadvantage of slow shipping and guess what? They’re getting ready to shake up market place shipping!

Shipping timeframes are pre-set in Amazon – order with a standard shipping option from any marketplace seller and your shipping window will allow 8 days for your order to reach you. Choose Expedited and your shipping window may be up to 4 days!  This has allowed Amazon to offer much faster shipping times than its marketplace sellers – it’s also allowed lots of sellers to trade on supplier stock without holding stock.

Although many good sellers will beat Amazon’s pre-set shipping timeframes hands down, customers’ perceptions of the platform are arguably set by the pre-set shipping schedules.  This isn’t what buyers want – and it isn’t what marketplace sellers want either!

Perhaps Amazon has woken up to customer demand for faster shipping – after all, why stick to a marketplace if you can buy it somewhere else and have it shipped in half the time?  Perhaps Amazon has also realised that it can’t stock and deliver every product in the universe and so need to facilitate speedier shipping from the platform.

We can expect to see Amazon offering high performing sellers more shipping options and better shipping speeds, enabling them to match Amazon Prime and meet customer needs which will include both 24 hour and 48 hour shipping options.

A client of Relton Associates who operates using Seller Dynamics middleware with Net Despatch (essential tools if you want to offer your customers this type of substantially enhanced customer service) is currently participating in the Beta trial for these new marketplace-shipping options.

For sellers, Amazon’s shipping shake-up will mean even more reasons to watch those metrics as these may be the gateway to gaining access to improved shipping options.  It will certainly hand the advantage to sellers able to offer fast order turnaround and reliable shipping, so reliable stock data and despatch automation are a must. For buyers, it will mean improved delivery choices on a wide range of products.  In other words, music to the ears of both buyers and sellers in the run up to Christmas!