Apr 03, 2022
In Wellness Forum
When you first start selling online, it can be quite shocking to receive negative customer feedback. You've put in all your hard work to get an order, but it's falling short of your customer's expectations, and now you're worried about your reputation, not to mention how it might affect your metrics. But as you gain experience, you start to realize that negative customer feedback is only part of selling online and shouldn't be taken to heart. In fact, it can even give you a chance to shine if you use it creatively. #1. Ask your employees for advice When you receive negative customer feedback, your goal should always be to make improvements so as not to receive the same criticism in the future. But sometimes, coming up with a solution can be difficult and you may need to think outside the box. Some companies have come up with more creative ideas to solicit suggestions from their employees. For example, Amazon has a virtual suggestion box where its employees can submit ideas, while the UK’s Department for Work and Pensions has created a gamified app called Idea Street where its employees can leave their suggestions. However, it can be even easier than that. An idea can be as simple as intercepting negative feedback and attaching it to an email asking your employees for suggestions. Take this feedback as an example: negative feedback amazon ebay Specifically, with this example, you can discuss with your staff what happened in the process to make this customer unhappy again. By doing this, you can choose from a wide variety of ideas, some of which you may never have thought of. You can even incentivize it and reward the most actionable suggestions to ensure your team thinks about them appropriately. The industry mailing list thing about this solution is that it works for all markets. So whether you're selling on Amazon, eBay, or other channels, you can put this approach to work. #2. Create focus groups When private label owners create new products, they tend to develop them in stages. They release their first product, evaluate reception, and make changes accordingly. A creative way to make sure your second version is actually an improvement is to ask customers who have previously left negative feedback to test the latest version. This way, you can be sure that their criticism has been addressed. For example, you can target emails to a selected list of customers like this: respond to negative feedback amazon ebay In the example above, this is the target email for feedback using xSellco. Not only does it show that you are attentive, but it also appears very personal to your clients. To build focus groups of the right customers, you need to look at any negative product reviews you receive and check your seller feedback, as product-related reviews usually stay there. Ideally, you're looking for customers who leave constructive reviews who suggest ways to improve your product. These are some great examples from Amazon and eBay. Respond to Amazon's Feedback Amazon negative feedback Amazon Negative Reviews Once you spot negative reviews and determine who left them, you can use messages from buyers and sellers to ask them if they'd be interested in trying your improved product. As a general best practice, you should make sure to reply to all negative and positive comments before asking for help. Especially for negative reviews, write the message from an aftercare perspective, apologize again for their bad experience, and explain that you take their feedback so seriously that you've changed your product. This is a great way to get them on board! #3. Use Video to Respond to Negative Customer Feedback When you receive negative customer feedback on Amazon and eBay, one of your options is to respond. Traditionally, this is done with a short apology paragraph that addresses the customer's complaint and details how they plan to improve. However, since almost every merchant on Amazon and eBay does this, it sounds predictable. Your customers might even be reluctant to accept it, especially if you've responded similarly to negative feedback in the past. So, how can you make your customer service stand out? One option is to respond to negative customer feedback with short videos. Just as people say "a picture is a thousand words", you can imagine video going a step further. It allows customers to see the face behind the business, which is often hidden in the world of e-commerce. A study conducted by HubSpot found that 72% of consumers prefer video to text marketing. If that's how consumers engage before buying, then that's definitely the approach taken throughout the support process. Remember, videos don't have to be fancy or rehearsed. Just pick up your phone, find a suitable place to shoot, and say everything you'll include in your written response. The only difference is that you are talking to a client. Once the video is made, upload it to YouTube and send the link to the relevant client. This may need to be done through buyer-seller messaging on Amazon, as you can only include URLs or links to other products sold on Amazon. If you need inspiration, check out this chef who uses YouTube videos to respond to bad reviews his restaurant receives on Yelp. #4. Check out negative feedback and reviews from competitors! If you're an eBay or Amazon seller and own their listings, negative reviews from your competitors can be a potential goldmine. Why? Because you can exploit their weaknesses and potentially steal their customers. So, for example, if we look at the apple slicer, one product has received negative reviews: Amazon Competitor Reviews You can then address your competitor's flaws by adding bullet points to your product description. For example, the product description for another apple slicer reads: Negative reviews on Amazon ebay By doing this, you'll attract all the customers who left the first listing and were looking for a quality slicer that was easy to use. You can get more sales without making fundamental changes. Remember, it's offensive to ignore your competitors completely, so just use it as a way to boost your own image in the marketplace, not publicly shame them. bottom line The important thing to remember about negative customer feedback is that it doesn’t always reflect you as a seller. It could be that the customer just had a bad day or the delivery guy was rude and the customer has already brought it to you. In these cases, there is little we can prevent from leaving similar feedback in the future. But your job is to perfect the journey touchpoints within your control. It is also important to generate as many positive reviews as possible, as this reduces the impact of any negative reviews. A good option is to use software such as xSellco Feedback in conjunction with some of the methods in this article. This way, you can capitalize on both positive and negative customer feedback while giving customers a realistic view of your online store.