Amazon Best Practices

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Learn Amazon Best Practices for merchants.

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Amazon Best Practices

  1. 1. #MonConMonCon WEST | October 10–12, 2012
  2. 2. #MonCon Amazon Best PracticesPresented by Genny Rapp Strategic Client Manager Monsoon Commerce MonCon WEST | October 10–12, 2012
  3. 3. #MonCon  Customer Satisfaction  Competitive Listingstoday’s  Shipping Rates AGENDA  Fulfillment By Amazon  Key Takeaways  Q&A MonCon WEST | October 10–12, 2012
  4. 4. Customer Satisfaction #MonConStalk Your Amazon Account…Daily (minimum)Pay Obsessive Attention to Performance Targets: Order defect rate (ODR)*: <1% Pre-fulfillment cancellation rate: <2.5% Late shipment rate: <5% *Order Defect Rate: An order has a "defect" if it incurs a negative feedback, an A-to-z Guarantee claim or a service credit card chargeback. Your order defect rate is defined as the number of orders with a defect divided by the number of orders in the time period of interest. Order defect rate is the key measure of your ability to provide a good customer experience. MonCon WEST | October 10–12, 2012
  5. 5. Feedback is Critical #MonConMonitor feedback closely Respond quickly (24 hours) Right the wrong – don’t be afraid to refund Request that negative feedback be removedKeep feedback levels higher than 95%Handle A-Z claims QUICKLY, with patience and care! MonCon WEST | October 10–12, 2012
  6. 6. #MonCon  Customer Satisfaction  Competitive Listings  Shipping Ratestoday’s  Fulfillment By Amazon AGENDA  Key Takeaways  Q&A MonCon WEST | October 10–12, 2012
  7. 7. Competitive Listings #MonConKey elements of a competitive listing: Price is king!  Lowest price gets the sale Positive feedback rating Condition and shipping notes  Differentiate yourself from the competition MonCon WEST | October 10–12, 2012
  8. 8. #MonCon  Customer Satisfaction  Competitive Listings  Shipping Ratestoday’s  Fulfillment By Amazon AGENDA  Key Takeaways  Q&A MonCon WEST | October 10–12, 2012
  9. 9. Shipping Rates #MonConSet your own shipping rates on consumer goods Seller Central/Merchant@ account types only, no media Ensure that your Monsoon Pro shipping settings match your Amazon account settings  Item price + shipping is used in dynamic pricing logicConsider Free Shipping Free shipping listings receive rank benefit when total price is the same as competitor’s total price Can be applied to specific inventory groups  Will override weight or per-shipment rates indicated in your Amazon account Utilize item-level shipping surcharge to offset shipping costs MonCon WEST | October 10–12, 2012
  10. 10. #MonCon  Customer Satisfaction  Competitive Listings  Shipping Ratestoday’s  Fulfillment By Amazon AGENDA  Key Takeaways  Q&A MonCon WEST | October 10–12, 2012
  11. 11. Fulfillment By Amazon #MonConConsider Fulfillment By Amazon (FBA) Send inventory to Amazon and fulfillment is handled by the Amazon Fulfillment Center Items in the FBA program are eligible for Amazon’s wildly popular Prime and Super Saver Shipping programs  Super Saver Shipping: Orders of $25 or more of Amazon-fulfilled items receive free standard delivery (5-8-days)  Prime:  $79 annual fee  No minimum purchase necessary  Unlimited free 2-day shipping on Amazon-fulfilled orders  Overnight shipping for same price as standard (e.g. $3.99/book) MonCon WEST | October 10–12, 2012
  12. 12. Why Use Fulfillment By Amazon? #MonCon Shipping and merchandising  Only way to enable your listings with the same shipping and combined-ordering options as Amazon Trusted customer experience  Amazon’s fulfillment is unparalleled  Easy customer returns Tap into highly loyal Prime Buyer segment  Prime buyers are more likely to buy FBA items than locally- fulfilled items “Buy Box” eligibility for new and used media items Increased sales and turn rates MonCon WEST | October 10–12, 2012
  13. 13. #MonCon  Customer Satisfaction  Competitive Listings  Shipping Ratestoday’s  Fulfillment By Amazon AGENDA  Key Takeaways  Q&A MonCon WEST | October 10–12, 2012
  14. 14. Key Takeaways #MonCon1. Pay close attention to feedback and performance targets  Keep Order Defect Rate <1%2. Price is King!3. Customize your shipping rates4. Consider Fulfillment By Amazon MonCon WEST | October 10–12, 2012
  15. 15. #MonCon  Customer Satisfaction  Competitive Listings  Shipping Ratestoday’s  Fulfillment By Amazon AGENDA  Key Takeaways  Q&A MonCon WEST | October 10–12, 2012
  16. 16. Q&A #MonCon MonCon WEST | October 10–12, 2012
  17. 17. #MonCon Genny Rapp (e) grapp@monsooncommerce.com (p) 971-255-5871 thank you! monsooncommerce.comPlease visit www.monsooncommerce.com/moncon to download a copy of this presentation, see pictures and videos, and tell us what you think about the conference. MonCon WEST | October 10–12, 2012

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