The five golden rules to improving your Amazon CX
Amazon might be giants of online retailing, but many customers leave less than satisfied with their experience, or CX.
Because Amazon is so focused on speed, ease of purchase and low costs, other elements of customer experience can be overlooked by many Sellers.
But that doesn’t have to be every Seller, and it doesn’t have to be you. Here Thompson and Holt senior case handler Laura Monk picks out five ways that can help you improve your Amazon CX.
1. Invest time into presenting all of your items
Thompson and Holt’s Laura Monk: “This is the first thing that customers see so it’s vitally important. Your product listings must have clear, high-resolution photographs, and any videos should be professionally presented. Product descriptions should be easy to understand and without any spelling or grammatical errors, and your store should be easy to navigate and informative. Better content leads to more sales and happier customers - it’s crucial to get this right.
2. Understand that customer experience doesn’t end once they’ve made a purchase
Thompson and Holt’s Laura Monk: “This is a really important one, and one that’s relatively straight forward to implement. Keep across all of your customer reviews and any questions that they might be asking. Be prompt in dealing with anything that arises and answer any questions. If you don’t manage this process well, your chances of securing repeat business is minimal, especially with the level of competition that there is on Amazon. And it can lead to negative reviews which damages your chances of attracting new customers.”
3. Choose your programs carefully
Thompson and Holt’s Laura Monk: “There’s no shortage of premium programmes that Amazon have which cost more to sell on. But often those programmes are poor value for money and even have systems and presentation styles that are worse than the standard options. Take your time to research them properly before signing up and make sure they have things that will benefit your store, not take away from it.”
4. Build your customer base
Thompson and Holt’s Laura Monk: “Amazon now allows ‘Posts’ which can generate free coverage and can lead to sales and new customers. Look into using those frequently because they can help you build followers that can become regular customers. Also being able to communicate with those people can further build loyalty.”
5. Don’t be afraid to change
Thompson and Holt’s Laura Monk: “Amazon is a constantly changing platform in many ways and your store should be no different. If you try something that clearly doesn’t work, don’t be afraid to change it quickly. By constantly monitoring sales and reviews you will learn what works for you and what doesn’t, and being confident enough to adapt will serve you well in the long term.”
If you have found yourself suspended while selling on Amazon, contact Thompson and Holt for a free LiveChat to get your Seller business back online as quickly as possible.