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Unwrapping Your Q4
Potential
With Feedback Feedback
Genius
Agenda
How & when to ask
Preparing yourself and your account
How to prevent negative feedback and reviews
Why is messaging especially
important in Q4?
So You Don’t Blow Your Shot!
67%
23%
Don’t Even Bother
1
Increased Traffic
“On Cyber Monday of 2014 more than 16
Million units were sold by 3rd party Amazon
Sellers.” -Amazon
2
Everything Is Volatile
Buying Habits Are
Different
3
People Listen To Reviews
4
Do you trust online customer reviews as much as
personal recommendations?
Why is it
important?
Increased Traffic
Everything is Volatile
Buying Habits are
different
People listen to
Feedback And
Re...
There’s no secret trick.
How To
Effectively
Ask
Top Priority: Customer
Satisfaction
Seller Feedback and
Product Reviews are an
Extension of this
Le...
Determine Your Goal
Seller Feedback
Quickness of transaction
Accuracy of transaction.
Product Review
Quality of the produc...
Best Practices: Requesting Feedback & Reviews
Be Personal
Speak as a person, not as a business
Let them know they matter
T...
What changes do I need to make for Q4?
Feedback
Remind them what it’s for
Get it there by X-mas
Ask them to “Pass info on”
What changes do I need to make for Q4?
Reviews
Account for Gifts
Make them feel good about their purchase
Request they hel...
When To
Effectively
Ask
Top Priority: Asking when
the customer is most
happy
Don’t get caught up on the
day or time it sen...
When are they most Happy?
Seller Feedback
Right When it Gets there
On “Out for Delivery” or
“Delivered”
Product Review
“Af...
Example Purchase Workflow
1)Purchase Occurs
2)Order Confirmed- (Amazon sends Email)
3)Order is Shipped - (Amazon Sends Ema...
Holiday Specific Workflow
1)Day of Delivery - (Send CS / Seller Feedback
Request)
a) On Positive Feedback being left - (Se...
Avoiding Gift-givers Workflow
1)Day of Delivery - (Send CS / Seller Feedback
Request)
a) On Positive Feedback being left -...
Proactively
Prevent
Negative
Feedback
Top Priority: Giving the
Customer a voice
Responding quickly and
fixing problems
Pro...
Use Your Tools: Delivery Window
Use Your Tools: Skip If Feedback
Has Been Left
Use Your Tools: Negative Feedback Notifications
http://support.sellerlabs.com/customer/portal/articles/2212413
Use Your Tools: Blacklist
http://www.sellerlabs.com/blog/using-the-updated-blacklist-feature-on-feedback-genius
Preparing Yourself & Your Account
Know
Your
Dates!
Mo’ Money,
Mo’ Problems
Expect a higher number of...
Complaints
Returns
Emails
Negative Responses
Preparing Your Account
Review messaging
Proofread, Proofread, Proofread
Apply what you’ve learned
Don’t over message
Ensur...
http://www.sellerlabs.com/blog/three-ways-to-create-a-message-on-feedback-genius
http://www.sellerlabs.com/blog/three-ways-to-create-a-message-on-feedback-genius
Questions?
Unwrapping Your Q4 Potential with Feedback Genius
Unwrapping Your Q4 Potential with Feedback Genius
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Unwrapping Your Q4 Potential with Feedback Genius

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Published on

Increase your seller feedback and product reviews this holiday season
• Know when to ask for feedback & reviews
• Know how to effectively ask for feedback & reviews
• Proactively prevent negative feedback & reviews
• Prepare yourself & your account for increased traffic

Published in: Marketing
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Unwrapping Your Q4 Potential with Feedback Genius

  1. 1. Unwrapping Your Q4 Potential With Feedback Feedback Genius
  2. 2. Agenda How & when to ask Preparing yourself and your account How to prevent negative feedback and reviews
  3. 3. Why is messaging especially important in Q4?
  4. 4. So You Don’t Blow Your Shot!
  5. 5. 67%
  6. 6. 23%
  7. 7. Don’t Even Bother
  8. 8. 1 Increased Traffic
  9. 9. “On Cyber Monday of 2014 more than 16 Million units were sold by 3rd party Amazon Sellers.” -Amazon
  10. 10. 2 Everything Is Volatile
  11. 11. Buying Habits Are Different 3
  12. 12. People Listen To Reviews 4
  13. 13. Do you trust online customer reviews as much as personal recommendations?
  14. 14. Why is it important? Increased Traffic Everything is Volatile Buying Habits are different People listen to Feedback And Reviews
  15. 15. There’s no secret trick.
  16. 16. How To Effectively Ask Top Priority: Customer Satisfaction Seller Feedback and Product Reviews are an Extension of this Lead with Customer Service
  17. 17. Determine Your Goal Seller Feedback Quickness of transaction Accuracy of transaction. Product Review Quality of the product Experience with the product
  18. 18. Best Practices: Requesting Feedback & Reviews Be Personal Speak as a person, not as a business Let them know they matter Try Humor Excite, or re-ignite excitement about the purchase Provide value via information, instructions, or other attachments Ensure the experience was positive Provide an avenue for customer service Build a relationship with the customerhttp://www.sellerlabs.com/blog/7tipsfbg
  19. 19. What changes do I need to make for Q4? Feedback Remind them what it’s for Get it there by X-mas Ask them to “Pass info on”
  20. 20. What changes do I need to make for Q4? Reviews Account for Gifts Make them feel good about their purchase Request they help others.
  21. 21. When To Effectively Ask Top Priority: Asking when the customer is most happy Don’t get caught up on the day or time it sends It’s NOT About Tuesday.
  22. 22. When are they most Happy? Seller Feedback Right When it Gets there On “Out for Delivery” or “Delivered” Product Review “After Positive Feedback” How Long until they see the full effects? How long until they give the gift?
  23. 23. Example Purchase Workflow 1)Purchase Occurs 2)Order Confirmed- (Amazon sends Email) 3)Order is Shipped - (Amazon Sends Email) 4)Day of Delivery - (Send CS / Seller Feedback Request) a) On Positive Feedback being left - (Send Review Request) 5)After Delivery a) Product request
  24. 24. Holiday Specific Workflow 1)Day of Delivery - (Send CS / Seller Feedback Request) a) On Positive Feedback being left - (Send Review Request) 2)Wait Until After Christmas 3)Then Send Review Requests a) Include orders back to Thanksgiving b) Orders placed before Dec. 22 c) Ask how they liked the gift
  25. 25. Avoiding Gift-givers Workflow 1)Day of Delivery - (Send CS / Seller Feedback Request) a) On Positive Feedback being left - (Send Review Request) 2)Product Review Request a) Filter by repeat buyer b) 2nd, 3rd, 4th and subsequent purchases
  26. 26. Proactively Prevent Negative Feedback Top Priority: Giving the Customer a voice Responding quickly and fixing problems Provide an Avenue for Communication
  27. 27. Use Your Tools: Delivery Window
  28. 28. Use Your Tools: Skip If Feedback Has Been Left
  29. 29. Use Your Tools: Negative Feedback Notifications http://support.sellerlabs.com/customer/portal/articles/2212413
  30. 30. Use Your Tools: Blacklist http://www.sellerlabs.com/blog/using-the-updated-blacklist-feature-on-feedback-genius
  31. 31. Preparing Yourself & Your Account
  32. 32. Know Your Dates!
  33. 33. Mo’ Money, Mo’ Problems Expect a higher number of... Complaints Returns Emails Negative Responses
  34. 34. Preparing Your Account Review messaging Proofread, Proofread, Proofread Apply what you’ve learned Don’t over message Ensure you’re on the right plan The Simple Math Expected orders * # of emails in sequence = # Number of needed emails Have a backup plan
  35. 35. http://www.sellerlabs.com/blog/three-ways-to-create-a-message-on-feedback-genius
  36. 36. http://www.sellerlabs.com/blog/three-ways-to-create-a-message-on-feedback-genius
  37. 37. Questions?

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