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Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
Feefo final
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Feefo final
Feefo final
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  • 1. An Introduction to feedback and reviews
  • 2. What I’m going to cover today - Sales – the changing landscape - Current conversion buzzwords - From Trampolines to eBay and Amazon – Feefo - Benefits of feedback – the ‘Power of Three’ - Service and Product reviews – the sweet spot - Ask less – find out more - Avoid Fake reviews - Be transparent /Case studies - Don’t Crash and Burn – Top Tips
  • 3. - Branding, what it’s about, what - A real world definition of a brand - Some advice for healthy living What I’m going to cover today This swamp Customer Word of mouth is the most powerful tool
  • 4. Then along came the internet And it all changed
  • 5. Behavioral Analysis - (Targeted Offers) Email Personalization – customer specific contact Chat - proactive chat, reactive chat, exit chat, and click-to-call Automated Guides – better understand product features, and assist with the selection process Re-Targeting – Identification of visitors interested based on previous search
  • 6. Listening to your customers voice Feedback
  • 7. Most people are honest. Give praise where it is due; make complaints where appropriate. ...we have an open forum. Use it. Make your complaints in the open. Let everyone know what a joy it was to deal with someone. Pierre Omidyar founder 1996
  • 8. The Power of Three
  • 9. Google AdWords stars are a powerful way to increase clicks +17%
  • 10. Feedback and reviews
  • 11. Show your reviews prominent ly on your page Feedback builds Trust
  • 12. Get Social!
  • 13. Show service and Product reviews
  • 14. How many product questions ? Fewer than you think
  • 15. www.expedia.co.uk
  • 16. Ask less Find out more
  • 17. Don’t Fake It!
  • 18. ..companies should be aware that posting fake reviews is likely to be illegal (under consumer protection regulations) and could be subject to investigation by Trading Standards or the Office of Fair Trading. The Advertising Standards Authority
  • 19. Problem A moving and storage company in the Pacific Northwest had strong conversion but external reviews on the company on Yelp and Google+ were few and far between. The client had collected customer feedback to help improve their business internally, and was not Why Showing reviews matte
  • 20. The reviews were posted at a consistent frequency of 2-3 reviews per day. Solution Walker Sands web team created a reviews page to capture the sentiment of the company’s satisfied customers.
  • 21. The Results were overwhelming! Now over 1,000 customer reviews with an average rating of 4.5 stars Reviews page ninth most viewed onsite with visitors average of eight minutes interacting with site A dramatic increase in the conversion rate of visitors that engaged reviews pages.
  • 22. Visitors that did not view the reviews page converted at 8.46 percent, while those who did converted at 15.4 percent! The the site began converting so well the company received more business in the summer of 2013 than they had since 2006.
  • 23. ‘Adding reviews to your site is one way we suggest increasing your site’s engagement and conversion rate. Just make sure the reviews are authentic, and don’t be afraid to include negative reviews. ’ Katie Donabedian www.walkersands.com
  • 24. Other reasons genuine reviews help increase conversion Fresh, unique content for search engines helps page ranking 63% of customers are more likely to make a purchase from a site which has user reviews iPerceptions, 2011 Consumer reviews are significantly more trusted (nearly 12 times more) than descriptions that come from manufacturers eMarketer, February 2010
  • 25. Feedback and reviews
  • 26. …after just one month we have already seen an increase in conversion rates from an average of 2.5% of visits to a current 4.98% (nearly 100% up) for January Nothing else has changed on the site and so we have to put it down to Feefo service and the additional ‘listening to your customer’ to increase conversion John Hewitt www.bamfordtrading.com Genuine testimonial
  • 27. Feedback and reviews
  • 28. …we understand the importance of being able to guarantee 100% genuine feedback as Feefo does. Our 92% Quality Score is a true testament to our continued commitment to improving the customer experience. … together with Feefo we will be able to build on this further and faster in the future Stuart Newman www.expedia.co.uk Genuine testimonial
  • 29. Don’t crash and burn
  • 30. Top Tips
  • 31. 1. Power of Three 2. Ask Service and Product 3. Show Your feedback – all of it! 4. Use a Google Partner! 5. Be Transparent – respond!
  • 32. Thanks for listening Any questions?

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