From improving online visibility, to boosting revenue, genuine reviews can fuel incredible business benefits. Matt Eames Matt Eames shares the latest innovations in the feedback industry, and how businesses can benefit from the latest tech to hear valuable feedback from customers on the move.
2. My talk today
• Introducing Feefo
• Why genuine reviews?
• The real reviews solution
• Their voice: Their way
• Convenience is king
• Taking advantage
• What to do tomorrow
11. of all holiday shoppers are
influenced by customer reviews.
83%
Why genuine reviews?
Best holiday
ever!
Source: ChannelAdvisors Consumer Survey
12. of consumers expect to be
able to feedback on their
experiences.
75%
Why genuine reviews?
13. won’t book a hotel without
reviews.
49%
Why genuine reviews?
Source: StatisticBrain
14. Negatives aren’t negative
only 5% wouldn’t buy a product if
there was a negative review.
suspect censorship or fake reviews
when they don’t see bad scores.
79%trust feedback more when they
see good and bad scores.
95%of unhappy customers would
return if an issue was dealt with quickly.
Source: eTailing Group
Source: eConsultancy
Source: BrightLocal
Source: NARM
30%5%
15. Benefits to your business
17%boost to CTR on ads on average…
…building trust with
potential customers and
driving qualified traffic…
…and increasing
traffic and conversions
by as much as 35% as
a result
Verified reviews contribute to
Seller Ratings (stars) in search
listings…
Source: Google Source: Google
Source: Kiss Metrics
18. A simple request
• Collect feedback pre and post
travel
• Customisable and personalised
invitations for customers to
leave feedback
19. Showcasing your trusted reviews
Mobile responsive
Aggregated photos & videos
Customers can mark reviews as helpful,
share their reviews, and sort and filter
review content
20. Trust at a glance
Display reviews on a booking page,
or dedicated reviews pages
Improved conversion rates of up to
35%
Both service and product
User Generated Content (UGC)
boosts SEO
21. Case Study: Monarch
An independent study by RedEye
Intl into Feefo integration on-site.
“Placing the Feefo rating information
within the flights booking process
increases user trust and confidence in
their purchase.”
3.1% uplift in revenue per visitor
2.94% increase in total bookings
22. Your reviews. Your way.
Feefo integration can be
customised to integrate
seamlessly with your brand.
28. WikisQ and A sites Blogs
Video ReviewsCompetitions
Social
Media
Photos
Forms of UGC
29. Benefits of UGC
UGC videos get
more views than brand owned content10x
Source: TubularInsights
30. Benefits of UGC
of search results for the world’s
20 largest brands are linked to
UGC
25%
Source: Kissmetrics
31. Case Study: Tourism Queensland
34,000 people submitted videos, from over 200 countries.
More than 8,500 news articles worldwide, generating over $44 million
worth of media coverage.
35. Convenience is king
1/3of millennials agree that
smartphones will become their
main purchasing tool
Source: PwC
36. The power of feedback
29%Of millennials age 18-24 cite
reviews as one of their most
important decision factors
Source: Barclays Feedback Economy Report
38. McDonalds are moving with the times
Source: McDonalds
“To improve the overall customer
and employee experience:
…self-ordering kiosks, handheld
terminals and cashless
payments.”
43. Grabbing attention
The attention span of humans
has fallen to 8 seconds since
the year 2000 (the rise of
mobile technology).
Source: Microsoft
44. Bring Reviews to Life!
90%of information transmitted to the
brain is visual.
Source: 3M Corporation
45. Bring Reviews to Life!
visuals are processed 60,000x
faster in the brain than text.
Source: Business2Community.com
46. Benefits of Video
85%of customers are more likely to
purchase after watching a product
video.
Source: Kissmetrics
47. Bring Reviews to Life!
increase in views on content that
has relevant images.
94%
Source: Kissmetrics
48. Take simple text reviews…
“amazing service…
nothing was too much trouble”
“best breakfast at a B&B
we’ve ever had.”
“stunning views of the Eiffel Tower
from our room...”
“comfortable flight –
easy, efficient check in.”
66. What to do tomorrow…
• Embrace the negatives, and use reviews to learn, grow
and improve your business.
• Invite customers to leave uncensored, real reviews –
the way they want to.