More and more sellers are pouring into the Amazon platform, and the competition is becoming more and more fierce. At this time, sellers need to reasonably maintain customer relationships, improve customer satisfaction, and thus increase the repurchase rate. Many sellers tend to focus on participating in platform activities and promote a large number of traffic, but they no longer care after the traffic is converted into customers. It is a pity that these valuable customer resources are lost after “one-time” consumption! The maintenance of customer relationships is an important link that many B2C sellers often ignore. Effective use of customer resources is conducive to saving new product promotion costs and increasing store sales. So as an Amazon seller, how can you maintain good customer relationships?
At present, the delivery method of Amazon stores is basically based on FBA delivery. Most orders on the platform come from prime members, and the Amazon platform pays great attention to customer experience. In order to prevent buyers’ personal privacy from being harassed, the Amazon platform has taken some confidentiality measures for buyers’ information, such as hiding buyers’ telephone contact information, etc. Therefore, sellers mainly maintain buyers through emails, and the content of the emails will be reviewed by the Amazon system before they can be sent out. Next, we have to master how to maintain customers skillfully and promote buyers’ secondary purchases.
1. Get the buyer’s contact information
The contact information can be exported from the backend data report (Report/Fulfillment/Amazon Fulfilled/Shipments), and then filtered by time, archive the downloaded data, and establish a customer information table.
2. Update the customer information table regularly
Regularly count new customer data and add the newly added customer information to the information table on a weekly or monthly basis.
3. Organize and analyze the customer information table
Organize the collected customer information accordingly, analyze the customer’s consumption habits and group characteristics, and make corresponding notes.
4. Push and share useful information to customers
After the seller has identified the customer’s consumption habits, do not rush to promote new products, but regularly care for customers and share corresponding product usage tips with customers. For example, sellers can collect some information about children’s health from the Internet and share it with customers who have purchased maternal and child products. They can also push some usage tips and funny videos to skateboard enthusiasts. When sellers send such emails to customers on the platform, they must ask customers for their opinions on such emails. If they do not like them, they will not be pushed. If the information shared by the seller is useful or interesting to customers, and the service attitude is very good, customers will definitely be very happy to accept it.