On July 20, 2019, Amazon attaches importance to customers. It gives priority to the buyer's experience, which determines the seller's position in the platform. Therefore, creating a unique customer experience is very important for sellers to gain a firm foothold on this platform. As Amazon strives to become "the most customer-centric platform in the world," so should sellers who want to succeed. This article will provide some tips to help you understand and create a quality customer experience through Amazon listing.

Customer experience management

Customer experience management involves: ● monitoring and researching the interaction between customers and brands; ● analyzing to meet customers' expectations; ● achieving customer satisfaction and stimulating loyalty with high quality and fast solutions. In modern shopping, customer experience has a new meaning. Now the way customers interact with brands has changed. They are looking forward to immediate response and need quick service. Moreover, they can use many channels to buy products and services, praise the brand, or express their dissatisfaction. By 2020, customer experience is expected to become a key brand difference. Now, customer focus means personalizing every aspect of the buyer's journey from the first point of contact to after sales communication. For sellers, this means new challenges and opportunities. The most common reason for customers to change brands is that they are not paid attention to; ● 96% of customers admit that the services they get affect their brand loyalty; ● companies adopting customer-centered strategy have 4-8% higher revenue than similar companies. Every data and fact is leading enterprises to consumers. In terms of product research, 56% of online consumers trust Amazon more, for a reason.

How to create high quality customer experience?

Simply put, have a comprehensive understanding of where your customers are, what they want, and what they expect from the brand. Here are four key steps to create a quality shopping experience for your potential customers.

Register your brand in each channel and create a brand image. Once you have identified the target consumer groups, you need to interact with them through appropriate information and use multiple channels to increase your chances of retaining buyers. Explore their needs and use their feedback to improve your advertising and promotions.

Five ways to optimize customer experience through Amazon listing

Designing a wide range of customer experience strategies involves many aspects. Now, we will focus on how to manipulate Amazon listing to improve the consumer experience. 1. To create an attractive product page, you need a product page to provide all the information about the products you sell. At the same time, we should not provide too many details to visitors, which makes them feel bored or confused. Simply put, your Amazon listing helps attract potential buyers. So it should contain all the information that needs to be balanced. Keep the language natural and use powerful words. Also, remember that you need to attract people's attention to your product and its unique features. So use eye-catching images to supplement your content. 2. It is easier to search products by classification. Effective classification means using labels to classify products, so as to guide customers to find the products they are looking for. Ideally, this will help you decompose your search query and generate relevant answers. With classification, your goal should be to guide customers to find the product they are looking for to avoid any trouble or confusion. The first step to achieving this goal is to understand how your target consumers think and how they search for products. The next step is to determine each user's intention, which can be answered with one or more product features. Finally, you can optimize listing with appropriate tags and create an easy search experience for visitors. For example, a man who wants to buy a tie may prefer simple categories such as "work wear" or "accessories.". If the "formal clothes" category is provided, it will increase the complexity of their search products, which may lead to a high bounce rate. 3. Providing more filters is useful for refining searches, narrowing the scope of search results, and getting the products you need quickly and easily. This is the basic feature of any powerful e-commerce website. However, only 16% of the sites surveyed by baymar provided a good filtering experience. Filters simplify product search and, because a large proportion of competitors don't care about the quality of their shelves, you can gain a preemptive advantage. To achieve the desired filtering function, you need to deal with the following factors: ● provide enough options; ● use specific category filters; ● put the most important options at the top; ● include topic based filters. It is important to implement filtering logic that reflects user expectations. 4. Invite better participation through dialogue. When an enterprise understands the content related to the audience, it becomes easier to target. However, it's much easier to initiate a dialogue than to stimulate the audience's response. This is where creative dialogue skills come in handy. ● conduct online audience research; ● try to encourage dialogue through online communities and forums; ● create and provide exclusive content for subscribers; ● accumulate feedback through different channels such as email and social media; ● maintain after-sales communication to retain customers. 5. Provide instant, high-quality customer service. When finalizing a deal, 64% of consumers value customer experience rather than price. 77% of customers will recommend a brand to others if they have a good experience. 90% of them expected immediate response, while 72% defined immediate response as within 30 minutes.