Epic Fails Sellers Make With Amazon Customer Reviews And Feedback (and How to Avoid Them) #StopTheseSellerSins

We all know reviews and feedback are the lifeblood of any product listing. They build trust, boost sales, and keep us ahead of the curve. But some sellers handle this in a way that sabotages their success in the online marketplace.

In this blog post, we'll explore the mistakes that sellers often make when dealing with Amazon customer reviews and feedback, and provide actionable strategies to avoid them. Whether you're a seasoned seller or just starting out, understanding these mistakes can help you navigate the world of Amazon reviews more effectively.

Amazon Customer Reviews and Feedback: The Difference

Before we dive deep into the mistakes sellers should avoid regarding customer reviews and feedback, let us first differentiate the two.

• Customer Reviews (Public): Star ratings & comments about the product - helps or hurts buying decisions.
• Seller Feedback (Private): Rating & comments about you as a seller (fulfillment, communication) - impact your seller account health.

Analogy:

• Reviews: Restaurant review (quality of food)
• Feedback: Waiter/waitress review (service quality)

In a nutshell: Reviews for a product, feedback for a seller.

Ignoring the Negative Amazon Customer Reviews and Feedback

Let's talk about the elephant in the seller room – negative Amazon Customer Reviews. That one-star rating can trigger a primal urge to lash out or, worse yet, bury your head in the sand. But hold on, my fellow entrepreneurs!? Negative reviews, while certainly not ideal, can be a powerful tool for growth. Here's the key: ditch the knee-jerk apology and embrace a more strategic approach.

The Apology Trap

We've all been there. The urge to say "sorry" after a negative review can feel overwhelming. But before you hit send on that apology, consider this: apologies can sometimes backfire. They can open the door for unreasonable demands and paint you in a corner.

Bonus: 20 Powerful Alternatives to “I’m Sorry”

Eliminate the word ‘sorry ‘ from your vocabulary. Thank clients instead. - Steven Pope

Apologizing without saying sorry is possible. Check out our comprehensive list of Amazon Customer Reviews And Feedback: Effective Ways to Apologize Without Saying 'Sorry'

Misunderstanding Amazon Review Policies

Building a thriving Amazon business requires trust and transparency. Yet, some sellers unknowingly fall into traps that violate Amazon's Customer Review Policies.? These violations can have serious consequences, including account suspension and damaged reputation.

Here's a breakdown of key areas to avoid:

• Fake Friends & Family Reviews: It might seem tempting to enlist your inner circle, but reviews from employees, family or friends are a big no-no.
• Bribing for Reviews: Offering discounts, free products, or refunds in exchange for positive reviews is strictly prohibited. This includes working through third-party services.
• Review Extortion: Demanding a review change or removal in exchange for a refund is not only unethical but violates Amazon's policies.
• Review Filtering: Trying to divert negative reviews away from Amazon is a red flag. All reviews, good or bad, should be submitted through the official Amazon platform.
• Shady Review Schemes: Creating fake variations of your product just to inflate review ratings is a manipulative tactic that will be caught.
• Impersonation Games: Using a customer account to write fake reviews for yourself or sabotage competitors is a recipe for disaster.
• Packaging Persuasion: Slipping requests for positive reviews into your packaging is a surefire way to get flagged.

In one of our educational videos, Steven Pope explained how sellers can use product inserts to get product reviews. One tip that stands out is

Incentivizing customers to post on social media with a picture of the product is also a safe option, as long as the word "review" is not used and the incentive is not related to purchasing off Amazon.

The One-and-Done Response to Amazon Customer Reviews and Feedback

A single response to a negative Amazon review feels like enough, but it's not. Here's why a follow-up is key:

• Beyond Words: A follow-up shows genuine care, taking the conversation offline and demonstrating a deeper commitment to resolving the issue.
• Uncover the Root Cause:? Go beyond the review to understand the problem's core. This helps prevent future issues and craft a personalized solution.
• Turning Negatives Positive:? A thorough follow-up that resolves the problem can transform a negative experience. This can lead to a loyal customer who revises their review, highlighting your service.

Example:

• Review: "Broken product, terrible packaging!" - John Smith
• Response & Follow-Up: The seller apologizes, and offers a replacement with better packaging, a discount, and a follow-up call to ensure satisfaction.

By going the extra mile, you show customers you prioritize their happiness. This builds trust and customer loyalty, boosting your Amazon success.

Not Leveraging On Amazon Customer Reviews and Feedback

Customer reviews are king on Amazon. Ignoring them is like ignoring a customer in your store – bad for business. Here's why:

• Missed Improvements: Reviews offer a wealth of customer insights. Ignoring them means missing chances to improve your product and service.
• Amplified Negativity: An unanswered negative review screams loud, deterring potential buyers and damaging your reputation.
• Algorithm Blues: Amazon prioritizes products with positive reviews. Unresponded-to negatives hurt your ranking, making it harder for customers to find you.
• Lost Advocacy: A well-addressed negative review can turn a critic into a fan. But silence squanders this chance.

Bonus: Checklist and Best Practices To Leverage on Amazon Customer Reviews and Feedback

Reviews and feedback offer great opportunities on how to optimize your e-commerce venture. We’ve prepared this guide you can use, Leverage On Customer Reviews & Feedback: A Checklist for Amazon Sellers

Not Asking For Amazon Customer Reviews and Feedback

While Amazon solicits reviews, actively encouraging seller feedback unlocks hidden benefits:

• Uncover Issues: Customer feedback reveals blind spots like slow shipping or confusing policies.
• Boost Strengths: Positive feedback highlights what customers love, helping you refine your approach.
• Build Trust & Loyalty: Encouraging feedback shows you care, fostering trust and turning happy customers into advocates.

How to Get More Feedback:

• Leverage Built-In Tools: Use Amazon's "Request a Review" feature on specific orders.
• Polite Packaging Prompts: Include a courteous request for feedback in your packaging that does not have the word “review.”

Conclusion

Don't let customer reviews and feedback sit unopened! They're a treasure chest of insights, a direct line to your customers' wants and needs.?

By avoiding these common pitfalls and actively soliciting feedback, you can transform this loop into a customer satisfaction goldmine.? So, tell us, what are your best practices for leveraging seller feedback? Share your comments and success stories below!

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