No matter what type of product you sell, negative product reviews are inevitable. They’re simply a part of life for anyone selling products online. How you handle them, however, will determine whether your company’s reputation is negatively impacted by those reviews.
A Bright Local survey has found that 85% of customers trust reviews as much as a personal recommendation. Reviews build trust amongst consumers who haven’t yet tried your product. So what should you do when you receive a negative or one-star review that could drag down your product’s average rating?
If you’ve received a negative review, here are the steps you should take:
Take a deep breath
First, it’s important to keep your reviews in perspective. The occasional bad review is unlikely to damage your reputation since a product with nothing but 5-star reviews will often look phony. Mixed reactions are normal, and consumers realize that not everyone is going to like the same products.
Of course, a deluge of bad reviews is another story. But even if you’re suddenly facing a ton of 1-star reviews (or one particularly nasty review), it’s crucial that you keep a cool head. Approaching the problem from a place of logic will serve you best in the long run.
Most of the time, people leave a terrible review because they’re hoping to get your attention. In this case, it’s usually a good idea to give them that attention. Login to Amazon and respond to the negative review. Regardless of your feelings about the review, the first step is to offer an apology. Keep in mind that this doesn’t mean you’re apologizing for your product. Instead, you’re apologizing for the dissatisfaction the customer feels after their experience.
Not only is this a good start with the customer in question, but it’s also appealing to potential customers who will read the review- and your response. Once you’ve apologized, offer to make it right. Be generic- otherwise, people who read your response will expect the same result. End your response by asking for them to get in touch. That way, the conversation will be moved off of Amazon.
Fix the problem
If the customer has gotten in touch, or you’ve managed to email the customer directly, now you have a chance to fix the problem. This could mean sending out a new product or even offering a refund.
A couple of weeks after you’ve fixed the problem, follow up with the customer to check that they’re happy. If they are, ask them if the would mind changing their review to reflect that the problem has been solved.
Remove the review
It can be tricky to get an Amazon review removed, but it is possible. This will depend on if the review is compliant with Amazon’s Terms of Service.
First, check if the reviewer has written their review as Customer Feedback or a Product Review.
Customer Feedback covers packaging, delivery, the condition of the container or product, and the customer’s experience with the merchant. If a Product Review has been written as customer feedback, you can request that Amazon remove it.
Product Reviews can be more difficult to get removed. But, if they contain customer feedback and no mention of the product, you can get them deleted. Amazon also removes offensive content and hate speech, inappropriate content, one-work-reviews, promotional reviews, and promotion of illegal conduct.
To ask for a review to be removed, click the Report abuse button next to the review. You can then write a reason why the content is inappropriate. You can also contact seller support.
While the above tips will help in the event that you get an occasional negative product review, you should still take these reviews seriously. If you find that you’re consistently getting negative reviews, it’s crucial that you get to the bottom of what’s going wrong and why- so you can fix the problem.
Need more information about selling on Amazon? Get in touch today.
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If you’re in the global ecommerce space, you are most likely aware of Amazon, and probably selling your products on the marketplace. With over $470 billion in sales in 2021 alone, Amazon stands as the third largest company in the world based on revenue. The ecommerce giant is a household name in the U.S. and working hard to grow its market share across five continents worldwide.
Having your products available on Amazon and being competitive there, though, are definitely two different things. If you want to really succeed on Amazon, you’ll need specialized insight into how Amazon works and how to make it work for you. So, for many brands, it’s a great idea to work with an Amazon Search Engine Optimization (SEO) agency.
At Pattern, Amazon SEO optimization service is one of our key competencies. We understand that technology, data-driven insights and expertise are the most important tools brands can leverage to win top listing spots on digital marketplaces. With expert teams and years of experience, we help brands conquer the Profitability Death Spiral as they compete with other products and sellers online. We offer Amazon SEO agency services as a core solution to brands that need more resources to get ahead.
An Amazon SEO agency serves brands by improving their products’ rank and listing performance on Amazon. They make strategic decisions about ad spending and placement that lead to higher traffic, conversions, and revenue for ecommerce brands.
A great Amazon SEO Agency partner will:
Unfortunately, many Amazon SEO agencies profit in unfair ways from your brands’ perceived success based on the ROAS numbers they provide. This is done through including branded search terms in ROAS reports, which naturally skew listing performance.
Let’s say, for instance, your brand is called “Annie’s” and you sell lollipops. Your brand has a very high likelihood of winning the top listing spots on Amazon for lollipop search terms that are paired with “Annie’s,” your brand name. So, SEO agencies will spend your ad money on those terms and report a very high ROAS.
To avoid scenarios like these, it’s best to look for an agency that either calculates their profits on metrics other than your ROAS scores or weighs branded search terms differently in the performance metrics reports. Regardless of your Amazon SEO agency’s cost structure, you should align onbranded search terms before committing to a scope of work.
A great indicator of a high-quality Amazon SEO agency is the level of insight they can provide into your competitors’ listing positioning and how it compares to yours. Data fanaticism is so important at Pattern that we’ve developed proprietary technology to display this exact information with precise detail for every brand we work with. In fact, you can find our free version here to see how you compare to some of your top competitors based on ASIN.
It’s certainly possible to improve your Amazon search performance with blind spending strategies. But a truly great solution will help you to know where your dollars are at their most powerful and competitive.
Amazon’s A10 algorithm prioritizes customer satisfaction—it wants to show consumers the best products that align with their search intent to improve conversions and sales. So, the best way to gain momentum on Amazon is to work on incremental wins.
Improving your performance on more obscure search terms that align with your customers’ search intent is a great way to increase ROAS for the long term. A10 will reward your success with better rankings on higher-volume search terms and the virtuous cycle can help you conquer your most-coveted listing spots. And the best part? This process of gaining momentum, if done right, will naturally decrease your ad spend over time as Amazon recognizes your value and works with you to keep your products at the top of consumers’ search results.
As an Amazon SEO specialist, Pattern knows how to help your brand win better success for long-term profitability on Amazon. With our data-driven tools and brilliant teams of ecommerce experts, we help brands with listing management, content optimization, Amazon ad strategies, and more.
Contact us to learn more about our SEO optimization services.
Entering the ecommerce landscape is a huge undertaking for any brand—it usually requires a large investment in resources and expertise to really be successful. Any brand can quickly get in over their heads trying to navigate the nuances of SEO, fulfillment and logistics, distribution control, listing optimization, and meeting the numerous other requirements and administrative tasks to show up well on marketplaces.
Unfortunately, because it’s so easy for third party, gray market, and unauthorized sellers to obtain and sell products online, many brands find themselves pressured to execute an ecommerce plan without the right resources to succeed on marketplaces and their other channels.
So, for brands looking to enter the ecommerce space or improve their current and future performance, it makes sense to partner with an ecommerce consultant.
Pattern’s global presence and proven success with hundreds of brands has allowed us to develop highly effective ecommerce consulting services. We can guide your brand to navigate issues both large and small in marketplaces worldwide. To maximize your ecommerce efforts, you’ll need to understand what an ecommerce consultant does and how to select one who drives the right value for your brand and products.
An ecommerce consultant is a specialist in the ecommerce space who can give you personalized guidance on how to market your products and grow their presence on digital marketplaces.
An ecommerce consultant should be able to analyze your brand, audience, category, opportunity, and current roadblocks and help you understand how to utilize your resources (or what resources are missing) to be most effective in capturing your opportunities in the ecommerce space.
Not sure how to evaluate a consultant? Here are 4 key attributes to look for as you make your choice.
At Pattern, we prioritize brand obsession for a reason—we know that a brand-centered mindset makes a crucial difference in the outcomes and results our partners achieve. So in our experience, when you begin your search for an ecommerce consultant, it’s important to look for a partner who is specialized in ecommerce, invested in the product, and passionate about helping brands build and improve their strategies. Typically, this means finding someone that consults exclusively for ecommerce marketplaces, rather than choosing a consultant who offers many different services.
It’s also important to avoid choosing a consulting partner who can’t deliver the right experience for your brand. The best indication of whether your potential consultant can do that is to review their history, data, and results with other brands. Ask if they’ve helped others in your selling category, if they’ve solved specific issues your brand is facing, and why they feel you are a good fit. The key is to leave the conversation feeling confident that you understand your consultants’ capabilities and whether or not they match up with your needs.
It’s best to pick a consultant who knows how to guide a brand onto and through multiple marketplaces worldwide. You’ll want to take a look at your long-term strategy and think about the regions and platforms you’re currently on and where you might want to take your brand in the future. If your consultant is truly great at what they do, they’ll be able to help you perform well enough with your current product roadmap that it’ll be a no-brainer to expand your presence at the right time.
The most effective partnership with an ecommerce consultant will be able to give you both recommendations and point you to solutions for making those changes in your planning, processes, and execution. Your time and money is valuable, so you want to make sure that you’re spending it as efficiently as possible as you follow your consultant’s advice. So, before you commit to an ecommerce consultant, ask about the resources and concrete solutions they typically recommend to the brands they work with.
Finding an ecommerce consultant that checks the boxes can be a difficult task. At Pattern, our entire focus and drive centers around giving brands the tools and resources they need to succeed on domestic and international ecommerce marketplaces.
With over 100 global ecommerce consultants across 10 global offices, we have the right tools to partner with brands across the world to achieve better ecommerce success. We give specialized advice, then make sure our partners have all the adequate SEO, social media, CRM, Amazon multi-channel fulfillment services, and ecommerce outsourcing services they need.
Interested in ecommerce consulting services? Set up a call here to learn what Pattern can do for your brand on global marketplaces.