Each year in the United States, entrepreneurs start over 600,000 new businesses. Many of these companies, unfortunately, do not succeed in the long run.
Investing in the tools available to you is crucial, and one of the most important for enterprise consumer package goods (CPG) companies is Amazon’s Voice of Customer Dashboard.
We’ve developed a quick tutorial that explains all of the essential things to consider when using it for Amazon SEO and Amazon PDP creation and updates.
Let’s get started with what you need to know about how you can make the most of it and gain insight into consumer feedback.
What Is Voice of Customer?
As you might guess, Voice of Customer (VoC) is the process of acquiring and analyzing data about what your customers say about their experience with your brand. So, you can think of it as literally being the “voice of the customer.”
This data can come from a variety of sources, but the most important thing is that it includes honest feedback from real people who have interacted with your company.
It also places an emphasis on individual data instead of aggregate data.
Why is VoC Important?
This data is crucial when it comes to understanding how your customers feel about your brand. This data can also help you identify any areas where you can improve your products or customer experience.
Additionally, you can use VoC data to measure the success of specific marketing campaigns or product launches. VoC data can help you make decisions about where to allocate your resources in order to improve the customer experience.
How Can You Measure Voice of Customer?
There are a few different ways that you can measure VoC data. One popular method is to use surveys.
You can send out surveys to your customers after they interact with your brand, or you can include a survey link in your follow-up communication. Another way to measure VoC is through social media monitoring.
This involves tracking what people are saying about your brand on social media platforms like Twitter and Facebook. The most readily available source of VoC data is online reviews.
Why Is It Important for Amazon Sellers?
As an Amazon seller, it’s essential to keep track of your customer feedback in order to improve the customer experience.
Additionally, VoC data can be used to measure the success of specific marketing campaigns or product launches. This type of data can help you make decisions about where to allocate your resources in order to improve the customer experience.
Over time, this data can help you build a more loyal customer base and improve your overall business performance.
A Guide to Amazon's Voice of Customer Dashboard
Amazon’s Voice of Customer (VoC) Dashboard is a powerful tool that you can use to collect and analyze customer feedback. The dashboard includes a variety of features that make it easy to track customer sentiment, identify trends, and take action to improve the customer experience.
The dashboard consists of two sections: The Overview tab and the Detailed Feedback tab.
The Overview tab provides a high-level view of customer feedback, while the Detailed Feedback tab includes more detailed information about individual customer experiences.
To access the Voice of Customer Dashboard, log in to your Amazon Seller Central account and click on the “Reports” tab. Then, click on the “Voice of Customer” link.
The Overview Tab
The Overview tab provides a snapshot of customer feedback for your brand.
This includes information about the number of reviews, the average rating, and the number of reviews with specific keywords. The Overview tab also includes a “Sentiment” section that shows how positive or negative customer feedback is.
This information can be used to identify any areas where the customer experience needs to be improved.
The Detailed Feedback Tab
As you may assume, this tab provides more detailed information about customer feedback.
This includes the actual customer reviews, as well as information about when the reviews were left and what products they were for. So, it provides valuable insights that can help you improve how your customers feel about your brand.
How to Use the Voice of Customer Dashboard
Now that we’ve covered the basics of Amazon’s Voice of Customer Dashboard, let’s take a look at how you can use it to improve your business. Although it may seem complicated at first, it’s much easier than you think.
Let’s dive in.
1. Use the Data to Identify Customer Needs
One of the most important things that you can do with the VoC Dashboard is to use the data to identify customer needs.
This data can be incredibly valuable when it comes to making changes to your products or business processes. For example, let’s say that you notice a trend in the negative reviews for your product. Customers are saying that they’re not happy with the quality of the product.
This is clearly an area where you need to make some changes. You can use this data to make changes to your product, or you can use it to improve your customer service. Either way, it’s important to take action based on the data that you see in the VoC Dashboard.
2. Use the Data to Improve Your Marketing
In addition to using the VoC Dashboard to improve your products and business processes, you can also use it to improve your marketing. For example, let’s say that you see a trend in the positive reviews for your product.
Customers are saying that they love the product and they would recommend it to others. This is clearly an area where you need to focus your marketing efforts. You can use this data to create marketing campaigns that focus on the positive aspects of your product.
You can also use it to create targeted ads that specifically address the needs of your customers.
3. Use the Data to Improve Your Overall Business
Ultimately, the goal of using the VoC Dashboard is to improve your overall business.
This data can be used to make changes to your products, your marketing, and your business processes. When you make improvements to your business based on the data from the VoC Dashboard, you’ll be able to improve your bottom line. You’ll also be able to improve the customer experience, which will lead to more loyal customers.
What About Reviews and Ratings?
When you’re using the VoC Dashboard, it’s important to keep in mind that reviews and ratings are one of the most important ways you can determine how your customers feel about your brand.
The data from the VoC Dashboard can be used to improve your reviews and ratings. For example, if you see a trend in the negative reviews, you can take action to improve the quality of your product.
This will lead to more positive reviews and higher ratings. In practice, this is the best way you can understand VoC and how it can benefit your business.
What Is Customer Experience Health?
Customer experience health is a metric that shows how well your business is doing in terms of the customer experience. It’s based on customer feedback, so it’s a good way to see how your customers feel about your brand.
You can find the customer experience health metric in the VoC Dashboard. To access it, simply click on the “Detailed Feedback” tab and then scroll down to the “Customer Experience Health” section.
The customer experience health metric is based on a scale of 1 to 10. The higher the number, the better your business is doing in terms of customer experience.
A score of 10 means that your customers are highly satisfied with your brand. A score of 1 means that your customers are not satisfied with your brand.
A score of 9 or 8 is considered to be exceptional.
VoC Best Practices
Using the dashboard is much easier than it might seem at first.
Pay attention to the timeframes when customers are leaving reviews the most so you can take action accordingly. In practice, this is one of the best ways you can improve your business.
Take advantage of the search function so you can quickly find the data that you’re looking for. This will save you a lot of time and effort in the long run. Don’t forget to export the data so you can further analyze it in Excel or another program.
This is one of the most important things you can do with the data.
What Are Common Mistakes That People Make When Using the VoC Dashboard?
One of the most common mistakes that people make when using the VoC Dashboard is not taking action based on the data. The data is only valuable if you use it to improve your business.
If you don’t take action, the data is essentially worthless. Another common mistake is not exporting the data so you can further analyze it.
This is one of the most important things you can do with the data. Finally, don’t forget to keep an eye on the timeframes when customers are leaving reviews. This will help you take action accordingly.
Voice of Customer Doesn't Have to Be Complicated
Managing Amazon’s Voice of Customer may seem difficult, but it’s much easier than you might expect. The above guidelines in mind will help you avoid obstacles you may have encountered.
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