Customer reviews Strategy and results
BudgetAir.fr
From 2012, October to 2013, September

Christine Delecluse
Brand Manage...
Why customers reviews are important?
•

Clients testimonials is one of the most powerful and less expensive
online marketi...
Why customers reviews are important?
•

Nearly 9 of 10 French shoppers consult the opinions of other customers
before vali...
Reviews are everywhere in the travel industry
Action Plan to develop Customer reviews on
BudgetAir.fr.
• Collect customer reviews via
• Trustpilot.fr, Kelkoo.fr, Ciao.f...
Examples :
Facebook BudgetAir.fr page ,Twitter, email

Trustpilot
box
Page d’accueil
du site
BudgetAir.fr

Box Trustpilot on
BudgetAir.fr
website
Email example sent to BudgetAir.fr bookers via
Trustpilot platform (Kickstart email)
Reviews examples end of 2012
Reviews examples in 2013
Target and commercial objectives
• Commercial:
• Close collaboration with Excellence Center in charge of responding to
the...
Sitelink for SEA ad copies.
• Good reviews are helping to get the 4**** rating.
• We’ve reached reviews and gobal rating i...
Competitors Benchmark . Beginning of 2014.
From worst to the best quality review
Competitors Benchmark . Beginning of 2014.
From worst to the best quality review
Competitors Benchmark.Beginning of 2014.
From worst to the best quality review
Results and Podium
Summary
• Around 150 reviews collected in 12 months. Grade obtained on
trustpilot : 7.5/10.
• In one year, BudgetAir.fr is...
THANK YOU !
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Budget air.fr strategy and action plan for customer reviews

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BudgetAir.fr strategy to develop customer reviews and ereputation.

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Budget air.fr strategy and action plan for customer reviews

  1. 1. Customer reviews Strategy and results BudgetAir.fr From 2012, October to 2013, September Christine Delecluse Brand Manager France
  2. 2. Why customers reviews are important? • Clients testimonials is one of the most powerful and less expensive online marketing tools . • Improve SEO, expanding its website, customer loyalty ... When someone is looking to buy for a product or service, it often looks the opinion of an existing consumer. Strengths, weaknesses, ease of use, warranty or lifetime characteristics are scrutinized. • 74% of consumers trust the opinion of today's consumers. • Real levers of the deed of purchase, consumer reviews increase by 42% the average basket, improve customer satisfaction and strengthen your credibility.
  3. 3. Why customers reviews are important? • Nearly 9 of 10 French shoppers consult the opinions of other customers before validating an order, according to a study Reevoo / GMI Research. • Influential opinions are more than heard news articles: only 22% trust them before buying online. • Half of shoppers have already posted opinions. : France is very active in this area in Europe, with a notice for 40 users, against a ratio of one for 60 in Britain and 110 in Germany. If interest is obvious to the consumer, it is also understood side of e-shopping. According to Tom Brami, director AvisCertifies.com "reviews improve between 15% and 20% conversion rate of visitors into buyers”
  4. 4. Reviews are everywhere in the travel industry
  5. 5. Action Plan to develop Customer reviews on BudgetAir.fr. • Collect customer reviews via • Trustpilot.fr, Kelkoo.fr, Ciao.f, Poulpeo.fr • Create a trustpilot account and a dedicated page for BudgetAir.fr • Launch : an emailing campaign sent to 4000 customers (2012, October) • Each month, email sent to BudgetAir.fr flight bookers • Integrated trustpilot box in Facebook BudgetAir.fr and on Budgetair.fr home page. • Personnalized response to reviews when necessary. • Opportunity to win back customers who had no answers to provide them an answer and a solution.
  6. 6. Examples : Facebook BudgetAir.fr page ,Twitter, email Trustpilot box
  7. 7. Page d’accueil du site BudgetAir.fr Box Trustpilot on BudgetAir.fr website
  8. 8. Email example sent to BudgetAir.fr bookers via Trustpilot platform (Kickstart email)
  9. 9. Reviews examples end of 2012
  10. 10. Reviews examples in 2013
  11. 11. Target and commercial objectives • Commercial: • Close collaboration with Excellence Center in charge of responding to the reviews on trustpilot.fr and dealing with the customers in order to get a customer service. • A conference call is organised every month and email every week with the supervisor. • A contest was organised in 2012, december with excellence center for all the team. • Email template prepared in order to suggest to customers to write a review on truspilot.fr. • Good reviews are a good opportunity to develop revenue and reassure customers who do not know the brand. • Target: reach level 7/10 on Trustpilot : Achieved
  12. 12. Sitelink for SEA ad copies. • Good reviews are helping to get the 4**** rating. • We’ve reached reviews and gobal rating is 4**** • Dedicated sitelink on our branding ads in Adwords 90 reviews January 2013 150 reviews September 2013
  13. 13. Competitors Benchmark . Beginning of 2014. From worst to the best quality review
  14. 14. Competitors Benchmark . Beginning of 2014. From worst to the best quality review
  15. 15. Competitors Benchmark.Beginning of 2014. From worst to the best quality review Results and Podium
  16. 16. Summary • Around 150 reviews collected in 12 months. Grade obtained on trustpilot : 7.5/10. • In one year, BudgetAir.fr is in the Top 2 of the major Online Travel agencies in France. • BudgetAir.fr agrees to accept negative reviews and answer to them. • Bad reviews were an opportunity to improve booking process, website content, services and also to develop exchanges with customers and get back loyalty. • Reviews : an opportunity to understand what our customers think about BudgetAir.fr • Reviews are one of the main contribution to establish BudgetAir.fr Ereputation, trust and awareness.
  17. 17. THANK YOU !

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