If you have sold on eBay and started selling on Amazon one of the major differences you will notice in how buyers interact with sellers is in feedback. Very few people leave feedback on Amazon for sellers, and even fewer will leave feedback when they buy from a seller via Fulfillment By Amazon. If you sell on FBA exclusively your feedback is even less, because people buying via FBA do not even think about feedback because they consider it buying from Amazon directly.
For me personally, I experience about 45% of my sales generating a feedback on eBay, while on Amazon it was around 1% of my sales resulted in a feedback being left (and this was mainly via Merchant Fulfillment, the amount of feedback left from FBA sales was even less)! This is a huge difference, and it can dramatically affect sales if you happen to get a negative feedback. People who are unhappy are more likely to leave feedback in general, and with already low percentages of sales ending up with feedback being left on Amazon, any negative or neutral feedback can drop your total feedback percentage dramatically. (Keep in mind that on Amazon Negative AND Neutral feedback both count against your feedback percentage. The feedback percentage on Amazon is the total positive feedback received minus any negative or neutral feedback. This is different from eBay where the percentage is based on the total feedback received minus negative feedback, and neutral feedback is exactly that, and is neutral in regards to your feedback percentage.)
I have tried in the past to send each customer an email asking if their product was satisfactory and if there was anything I could do to ensure they were completely satisfied. This was time-consuming, but it did generate more feedback than normal. I needed an automated system to manage feedback on Amazon, and the solution I found was Feedback Genius.
Feedback Genius is a system that completely automates feedback requests to your buyer. It will also send you a notification if you received a negative feedback, so you can be sure to get it removed immediately as I mentioned in a previous article found by clicking here. Many sellers do not keep up with their feedback and may not realize they have a negative lowering their feedback percentage and harming their sale; so having a system immediately email you a notification when you get a negative feedback can make you more money with increased sales. Sellers must understand that some buyers will skip buying from you if you have problems in your feedback. When you know the negative feedback exists then you can work to get it removed as quickly as possible, and this will minimize the potential damage the negative feedback can do to your income. I want to also point out that another extremely useful automated system called AMZSuite and it will automatically get negative feedback removed, among many other things like reimbursements. It is worth adding to your toolkit.
In the past I was manually sending customers feedback requests asking for them to leave feedback, but with Feedback Genius you can do the same thing while actually providing the customer a helpful service. You can set Feedback Genius to send the customer an email notifying them when their shipment is out for delivery and gently asking for feedback if they are satisfied. This helps those customers who may not be actively tracking the shipment and this type of feedback request is not as annoying as a seller cold-contacting the customer for the main purpose of requesting feedback. Not only is this a nice email to send your customer, but it will dramatically increase the amount of feedback you receive. My feedback improved by 1,000% in the first 2 months using Feedback Genius!
If you are a new seller or established seller, Feedback Genius will be very beneficial to your profits. You need to generate more feedback on Amazon as it instills trust in you as a seller, and this could be the difference between you getting the sale or your competitor getting the sale. While you could have an employee manage your feedback, or use other software that is available, the simple reality is that in this business efficiency is very important and Feedback Genius efficiently manages your feedback, builds it in an easy way, and keeps you notified if there is any negative feedback received. For those of you selling your own products via Private Labeling, it also provides assistance for building reviews and dealing with negative reviews for your products. Feedback Genius is a must-have service for the Amazon seller and I highly recommend it.
