Richard Falconer@rich_falconer
Do you want to increase conversionrates, improve customer loyalty and buildvisibility in search while your customersdo the...
Use UGC to provide a layer of emotion tothe online retail experience.
The UK’s Top Sites           The top 18 non-search engine sites           in the UK according to Alexa.com
Allowing users to createor curate content as wellas respond to and sharetheir own content andthat of others.
“Very good if you want to write on paper.”
Thanks, Daniel
Social Commerce
Customers trust...         Source: Fly Research Online Survey, March 2011
90% of users trust         70% of users trust   32% of users trustrecommendations            opinions posted      online b...
Who trusts consumer reviews?         Source: Fly Research Online Survey, March 2011
Worried?Some common reasons for hesitancy:• Negative reviews• Worry about removing control from the marketing  team• Cost ...
Don’t worry, embrace it...• Marketing should be involved more than ever, UGC is  just another tool• 88% of product ratings...
• 83% of all holiday shoppers are influenced by   customer reviewsChannelAdvisor "Consumer Shopping Habits Survey", August...
SEOENGAGEMENT         CONTENT
SEO Benefits• Improved on-page optimisation• Increased long-tail traffic• Increased traffic for “review” terms• Improved c...
Review Rich Snippets
Traffic increase as a result ofreview Rich Snippets Best Buy – 30% Bazaarvoice – 15% bigmouthmedia – 12%
Reviews SEO Investigation    Does having reviews on a site increase unpaid    referrals from search engines?    This quest...
Case Study 1•   > 4.5 million visits•   82% non-paid search traffic•   15% conversion rate increase•   No link development...
Case Study 2•   > 700,000 visits•   82% non-paid search traffic•   12% higher conversion rate•   No link development used
Case Study 3•   > 1 million visits•   81% non-paid search traffic•   18% higher conversion rate•   No link development used
Uniqueness Data from
Google’s Panda UpdatesShopzilla.co.uk: 77%Dooyoo.co.uk: 80%    Based on a dataset of one million keywords before and after...
Reviews SEO Tips• Get unique reviews• Display directly on your pages• Link it correctly• Use structured markup• Encourage ...
Transforming your site
Tip #1You don’t need to be sexy and fun to be engaging
Tip #2 Request reviews from customers. Send requests on Tuesday or Wednesday between 10am and 4pm.Tip #2A If you run an of...
Which would you pick?                      A            B% of reviews               Number of stars
The reviews are from the same product.                   Active            Passive% of reviews               Number of stars
TIP #3Don’t host a Microsoft PartyUnderstand what motivates your users
•   enjoyment of creating content•   social status•   rewards for achieving status•   self promotion•   social gratification
Look after your power usersMake life easy for your casual usersLove all your usersJakob Neilsen http://www.useit.com/alert...
Wikipedia vs Knol• Wikipedia allows you to add information  easily then editors tidy it up• Wikipedia appeals to two  comp...
TIP #4Be different. Innovate
Allows users to curate and share their own style collections
Polyvore.comhttp://www.google.com/insights/search/
Tip #5Build a camera-phone not a camera & a phone
Encouragement to participateshould be integral to a site• 3 Types of users• Design the site for all three• Incentives for ...
Texts From Last Night
Clients From Hell
“A brand is no longer what  a marketer says. The  consumers now have the  power to decide what that  brand represents.”Gra...
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How can you best leverage user generated content? In this entertaining talk, Richard Falconer draws on his experience working with leading user generated solution providers BazaarVoice, as well as household names such as Boots, Tesco, Play.com and Skype, to provide the inside track on how to use user generated content effectively for SEO and conversions.

The session will include little known facts about how user generated content affects search results, as well as previously unpublished data and recommendations about how it impacts the way users interact with a site. Case studies from major brands will also back up the presentation.

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A4 ut10

  1. 1. Richard Falconer@rich_falconer
  2. 2. Do you want to increase conversionrates, improve customer loyalty and buildvisibility in search while your customersdo the hard work...and enjoy it?
  3. 3. Use UGC to provide a layer of emotion tothe online retail experience.
  4. 4. The UK’s Top Sites The top 18 non-search engine sites in the UK according to Alexa.com
  5. 5. Allowing users to createor curate content as wellas respond to and sharetheir own content andthat of others.
  6. 6. “Very good if you want to write on paper.”
  7. 7. Thanks, Daniel
  8. 8. Social Commerce
  9. 9. Customers trust... Source: Fly Research Online Survey, March 2011
  10. 10. 90% of users trust 70% of users trust 32% of users trustrecommendations opinions posted online banner ads.from people they online.know. Source: Nielsenwire
  11. 11. Who trusts consumer reviews? Source: Fly Research Online Survey, March 2011
  12. 12. Worried?Some common reasons for hesitancy:• Negative reviews• Worry about removing control from the marketing team• Cost of managing and monitoring the content
  13. 13. Don’t worry, embrace it...• Marketing should be involved more than ever, UGC is just another tool• 88% of product ratings are 4 or 5 stars out of 5• Products with lower scores still sell better• ROI on reviews (and UGC in general) is high
  14. 14. • 83% of all holiday shoppers are influenced by customer reviewsChannelAdvisor "Consumer Shopping Habits Survey", August 2010• Availability of user-generated or consumer product reviews was a factor for 57% of UK shopperseConsultancy Survey, July 2010• Bazaarvoice - 26% increase in conversion rates• Reevoo - Sales uplift average 18%
  15. 15. SEOENGAGEMENT CONTENT
  16. 16. SEO Benefits• Improved on-page optimisation• Increased long-tail traffic• Increased traffic for “review” terms• Improved clickthrough rates from Rich Snippets• More Likes / Tweets etc.
  17. 17. Review Rich Snippets
  18. 18. Traffic increase as a result ofreview Rich Snippets Best Buy – 30% Bazaarvoice – 15% bigmouthmedia – 12%
  19. 19. Reviews SEO Investigation Does having reviews on a site increase unpaid referrals from search engines? This question is more difficult to answer than you might think.• Reviews sit on microsites which are not linked from the main sites• No deliberate link development had taken place
  20. 20. Case Study 1• > 4.5 million visits• 82% non-paid search traffic• 15% conversion rate increase• No link development used
  21. 21. Case Study 2• > 700,000 visits• 82% non-paid search traffic• 12% higher conversion rate• No link development used
  22. 22. Case Study 3• > 1 million visits• 81% non-paid search traffic• 18% higher conversion rate• No link development used
  23. 23. Uniqueness Data from
  24. 24. Google’s Panda UpdatesShopzilla.co.uk: 77%Dooyoo.co.uk: 80% Based on a dataset of one million keywords before and after Panda was introduced internationally.Stats: http://www.sistrix.com/blog/990-google-panda-on-its-way-to-europe.htmlPhoto: http://marksecology.blogspot.com/2011/01/angry-panda.html
  25. 25. Reviews SEO Tips• Get unique reviews• Display directly on your pages• Link it correctly• Use structured markup• Encourage users to share externally
  26. 26. Transforming your site
  27. 27. Tip #1You don’t need to be sexy and fun to be engaging
  28. 28. Tip #2 Request reviews from customers. Send requests on Tuesday or Wednesday between 10am and 4pm.Tip #2A If you run an office, the best time to catch your staff skiving is Tuesday or Wednesday between 10am and 4pm
  29. 29. Which would you pick? A B% of reviews Number of stars
  30. 30. The reviews are from the same product. Active Passive% of reviews Number of stars
  31. 31. TIP #3Don’t host a Microsoft PartyUnderstand what motivates your users
  32. 32. • enjoyment of creating content• social status• rewards for achieving status• self promotion• social gratification
  33. 33. Look after your power usersMake life easy for your casual usersLove all your usersJakob Neilsen http://www.useit.com/alertbox/participation_inequality.html
  34. 34. Wikipedia vs Knol• Wikipedia allows you to add information easily then editors tidy it up• Wikipedia appeals to two complementary types (geeks and edit freaks)• Knol expected you to do everything
  35. 35. TIP #4Be different. Innovate
  36. 36. Allows users to curate and share their own style collections
  37. 37. Polyvore.comhttp://www.google.com/insights/search/
  38. 38. Tip #5Build a camera-phone not a camera & a phone
  39. 39. Encouragement to participateshould be integral to a site• 3 Types of users• Design the site for all three• Incentives for power users• Product features that make contribution easy• One-time contribution without registration or other hassles for “casual contributors”• Non-contributors are great too, they make you money
  40. 40. Texts From Last Night
  41. 41. Clients From Hell
  42. 42. “A brand is no longer what a marketer says. The consumers now have the power to decide what that brand represents.”Graham Jackson, Bazaarvoice
  43. 43. slideshare.net/a4uexpo
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