Jay Lagarde founded eComEngine ten years ago in March 2007. Our company has grown tremendously in the past decade, having invented the first feedback management tool for Amazon sellers (FeedbackFive) as well as a tool for managing FBA inventory (RestockPro) and a market research product (MarketScout).
Dr. Weisz asked Jay to share some of his best practices regarding Amazon feedback requests. Here are a few of his tips:
Begin the email by checking to make sure the buyer is satisfied with his or her experience.
Make the message very customer service-centric.
Offer to address any problems that may have arisen.
Ask very politely.
Jay noted that offering to resolve any issues before asking for feedback allows sellers to capture negative feedback before it happens publicly. This gives the seller an opportunity to provide high-quality customer service and provide solutions to any buyer problems. It also helps prevent the merchant from receiving public negative feedback (that could have otherwise been prevented). He recommended that merchants test their messaging, measure results and observe what works best for them.
Feedback Request Timing
Many Amazon sellers test the timing of their feedback requests to see if sending on a certain day or at a particular time provides better results. However, there are a number of variables to consider, such as the message's subject line, buyer persona and product category. True to his entrepreneurial spirit, Jay encouraged merchants to experiment with different timing, subject lines and other email components to find what works best for their businesses.
FeedbackFive offers Amazon sellers the option to send feedback request messages based on time of day, day of the week, time after delivery and other parameters. There are also several auto-exclusions, allowing sellers to automate the feedback solicitation process without worrying about sending a message to the wrong person.
Creating a Culture
We're always learning here at eComEngine, thanks in large part to Jay's leadership in developing our company culture. As he related to Dr. Weisz, "We try to learn wherever we can and try to stay really up to speed on the market and understand what’s going on. Because really Amazon is a great market, it’s an exciting market, it’s a global market and it is fast moving.” Keeping up with the latest news and technology is important to everyone on our team.
When it comes to running a company, Jay said, “Certainly you need to have a good market, certainly you need to have a good strategy, but you can have all of those things and if you don’t have folks that are excited and really rowing the boat all in the right direction and really caring about customers and caring and loving what they do, you’re not going to get as much done.”
Listen to the Interview
Click here to hear the rest of Jay's conversation for InspiredInsider.
Originally published on April 6, 2017, updated May 9, 2019
This post is accurate as of the date of publication. Some features and information may have changed due to product updates or Amazon policy changes.
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