The best customers are loyal, repeat purchasers who come back to your business again and again for services and products they feel they can rely on. Generating a lifetime of value out of a customer drives down costs while increasing returns and paves the way for word-of-mouth referrals. Do you know how to create and capitalize on customer loyalty?
In this compelling webinar from Wpromote’s Michael Mothner and Trustpilot’s Jordan Garner, you’ll learn how to increase customer lifetime value (LTV) while lowering the time to second purchase. Uncover the true value of your customer by tracking loyalty KPIs rather than relying solely on ROI and 1st time conversions as the metrics for success.
Actionable tips and strategies on how to design your loyalty campaigns, including:
-Successfully Requesting On-Site Reviews
-Maintaining A Positive Brand Perception
-Moving Repeat Customers Through The Funnel
-Creating Brand Loyalty Through Engagement
How to Use Trust to Exorcise Your Checkout GhostsTrustpilot
In this webinar, Trustpilot's Director of Marketing, Jordan Garner, and Hawke Media's Head of Marketing, Chris Ayan, will discuss how ensure your website and email marketing campaigns convey trust in order to increase the rate of conversion.
You will learn how to:
-review your primary points of conversion on-site – like the checkout page, sign-up form, or any place where a site asks users to subscribe – and add elements of trust to encourage consumers to convert
-add social proof, like third party verified reviews specific to the product displayed, to relieve any feelings of doubt; and
-use email marketing campaigns that utilize trust signals - whether promotion or any other kind - as a further method of establishing credibility
Checkout ghosts, beware!
We all know collecting customer reviews is important. But let's take it one step further: if you could use data to understand how your customers are actually engaging with reviews, you could see big revenue impact by just leveraging your customer feedback in effective ways.
We surveyed over 1,000 consumers to understand how they feel about reading, writing and searching for reviews.
This webinar includes:
-The best way to get consumers to leave you feedback
-Where buyers search for reviews, and which channels they trust the most
-How consumers use and engage with reviews differently in different industries, including yours
-Learn our top data-driven insights about how to better utilize your reviews to boost sales.
In this webinar you will learn:
-how to convey trust throughout the buyer journey to gain new business
-how both consumers and businesses make purchase decisions
-how to use reviews to best convey your offering in way that customers understand
-how to increase conversion rates and leads by using reviews
Get inspired by Dashlane who increased their conversion rate by 14.5% after using Trustpilot reviews on their paid ad landing pages!
What's New at Trustpilot? Product ReviewsTrustpilot
Trustpilot’s new Product Reviews reinforce trust in your products and supercharge your website’s conversion rate, while giving you SEO benefits and stronger CTR for your product pages in organic search.
In this 35 minute webinar, you’ll learn:
- How easy it is to add Product Reviews to your website (spoiler alert: 20 minutes or less, no API or developers needed)
- How Product Reviews can improve your SEO ranking and click-through-rates in both paid and organic search
- And much more!
Turning Customer Reviews Into Real RevenueTrustpilot
Join Trustpilot and Zendesk for a webinar with tips on how to handle customer feedback and leverage it, in the form of reviews, to increase sales. You will hear from Skyscanner, a mutual customer of Trustpilot and Zendesk, who will walk through how they’ve optimized their processes for handling customer reviews, improving customer satisfaction and their overall reputation.
5 Health Checks for Managing Customer RetentionTrustpilot
No one likes churn. And no one can afford a bad churn problem. So how do you prevent it? You need a way to monitor and manage the current health of every customer so you can accurately forecast each account’s likeliness to renew.
Check out this webinar featuring Brian Merritt, VP of Customer Success at Trustpilot, and Omer Gotlieb, Chief Customer Officer at Totango. The two of them will introduce 5 variables you should track to not only prevent churn, but to also grow recurring revenue.
How to Use Trust to Exorcise Your Checkout GhostsTrustpilot
In this webinar, Trustpilot's Director of Marketing, Jordan Garner, and Hawke Media's Head of Marketing, Chris Ayan, will discuss how ensure your website and email marketing campaigns convey trust in order to increase the rate of conversion.
You will learn how to:
-review your primary points of conversion on-site – like the checkout page, sign-up form, or any place where a site asks users to subscribe – and add elements of trust to encourage consumers to convert
-add social proof, like third party verified reviews specific to the product displayed, to relieve any feelings of doubt; and
-use email marketing campaigns that utilize trust signals - whether promotion or any other kind - as a further method of establishing credibility
Checkout ghosts, beware!
We all know collecting customer reviews is important. But let's take it one step further: if you could use data to understand how your customers are actually engaging with reviews, you could see big revenue impact by just leveraging your customer feedback in effective ways.
We surveyed over 1,000 consumers to understand how they feel about reading, writing and searching for reviews.
This webinar includes:
-The best way to get consumers to leave you feedback
-Where buyers search for reviews, and which channels they trust the most
-How consumers use and engage with reviews differently in different industries, including yours
-Learn our top data-driven insights about how to better utilize your reviews to boost sales.
In this webinar you will learn:
-how to convey trust throughout the buyer journey to gain new business
-how both consumers and businesses make purchase decisions
-how to use reviews to best convey your offering in way that customers understand
-how to increase conversion rates and leads by using reviews
Get inspired by Dashlane who increased their conversion rate by 14.5% after using Trustpilot reviews on their paid ad landing pages!
What's New at Trustpilot? Product ReviewsTrustpilot
Trustpilot’s new Product Reviews reinforce trust in your products and supercharge your website’s conversion rate, while giving you SEO benefits and stronger CTR for your product pages in organic search.
In this 35 minute webinar, you’ll learn:
- How easy it is to add Product Reviews to your website (spoiler alert: 20 minutes or less, no API or developers needed)
- How Product Reviews can improve your SEO ranking and click-through-rates in both paid and organic search
- And much more!
Turning Customer Reviews Into Real RevenueTrustpilot
Join Trustpilot and Zendesk for a webinar with tips on how to handle customer feedback and leverage it, in the form of reviews, to increase sales. You will hear from Skyscanner, a mutual customer of Trustpilot and Zendesk, who will walk through how they’ve optimized their processes for handling customer reviews, improving customer satisfaction and their overall reputation.
5 Health Checks for Managing Customer RetentionTrustpilot
No one likes churn. And no one can afford a bad churn problem. So how do you prevent it? You need a way to monitor and manage the current health of every customer so you can accurately forecast each account’s likeliness to renew.
Check out this webinar featuring Brian Merritt, VP of Customer Success at Trustpilot, and Omer Gotlieb, Chief Customer Officer at Totango. The two of them will introduce 5 variables you should track to not only prevent churn, but to also grow recurring revenue.
Trustpilot’s Tips On Making The Festive Season Pay-Off All YearTrustpilot
Holiday spend is projected to increase by 10% in 2016 (according to PwC), with even higher growth rates expected for eCommerce.
Are you prepared to have your best holiday season yet? If not, then don't worry.. check out our webinar to prepare for the holiday rush!
Outperform your competition with Customer EngagementTrustpilot
This webinar will show you how customer engagement leads to tangible business benefits, can lead to further revenue-driving initiatives such as customer advocacy, referral marketing, and more. We also share tactical tips and strategies for initiating and optimizing a customer engagement strategy.
Competition for space on Google Shopping’s Product Listing Ads is on the rise, making it increasingly difficult for retailers and brands to get their products in front of potential customers who are actively searching for purchase options.
The 2016 Google Shopping Virtual Summit is designed to arm ecommerce marketing executives with an arsenal of Google Shopping Campaign insights and strategies to help increase product discoverability and ignite profitability and growth.
Leveraging Customer Reviews to Boost Performance & Efficiency in PPC ChannelsTrustpilot
CPC Strategy - Day 3: 2016 Google Shopping Summit
Competition for space on Google Shopping’s Product Listing Ads is on the rise, making it increasingly difficult for retailers and brands to get their products in front of potential customers who are actively searching for purchase options.
The 2016 Google Shopping Virtual Summit is designed to arm e-commerce marketing executives with an arsenal of Google Shopping Campaign insights and strategies to help increase product discoverability and ignite profitability and growth.
Leverage value from B2B customer reviews: Amplify Customer VoiceSandeep Sastry
You will learn on how to harness the Power of Customer Reviews to amplify Customer Voice. I cover
• What are B2B Customer Reviews?
• How do B2B Customer Reviews work?
• Why B2B Customer Reviews is a popular emerging reference asset?
• 11 Practical ways to re-purpose your customer review content?
• Criteria to use to select a review company?
• B2B Customer Review Industry Analysis
• Summary and Conclusion
What is customer retention rate?
How to measure it practically (without going through all customers individually)?
What can retention rate tell us?
How can it improve our business?
CAPSTONE is a service framework with elements of cloud based reports that look to combine customer experience/ loyalty research, real time behaviour models to prepare periodic scorecards that drive specific and measurable outcomes around customer engagement initiatives
Capstone helps in 2 ways:
- Capture early signs of adverse experience by capturing change in behavior
- Help diagnose and define corrective action by providing experiential drivers of behavior for a customer
Customer Experience in eCommerce: Net Promoter ScoreValentin Radu
There is one metric that gives you a lot of hints about how was your customers' experience with your store and that is NPS.
Learn more about Customer Experience and how to apply the NPS in any eCommerce store by signing up our Customer Value Optimization course https://academy.omniconvert.com/courses/cvo-course
The king is dead! Long live the... God? Customer-centricity is becoming a must!Valentin Radu
He knows more about your products than you do. He connects instantly with all the other customers. If he’s not pleased, he can pretty much do anything to send a company into oblivion.
RIP, Thomas Cook.
Omnipotent, omniscient, omnipresent. The customer is not the king anymore. He is more like a God.
In this incredibly demanding, competitive and connected market, we need to understand our customers better than ever.
In this session, I am offering you the means to understand and please the eCommerce God.
You don’t need offerings.
You just need the right offers.
Optimizing your marketing automation program for successGetResponse
How to optimize your marketing automation program for success – Kath Pay takes you through this entire process in this actionable webinar organized in partnership with GetResponse. Watch the webinar here – https://getresponse.tv/video/UlCaQ4LLCzM/optimizing-your-marketing-automation-program-for-success-kath-pay-webinar/
"By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human." (Source –Gartner).
Have you heard the term "look where you're going"? Usually referring to someone who isn't paying attention, right? In the case of 2020, and Gartner's prediction, the phrase takes a different meaning; contact centers need to look where they are going with customer interactions. It wasn't very long ago that offering web chats was "state of the art". Fast forward a few years and the "just text me" generation will soon make up a majority of your customer base.
So, how do you prepare?
Here are 5 practical steps you can start doing today to catapult your contact center through the next wave of customer expectations:
1) How to empower agents and customers with consistent information regardless of contact channel.
2) How to begin integrating social channels into your service model (which may include, "first tweet resolution").
3) Mobile customer support? Where do you begin?
4) Use quality and performance measurement to design a better customer experience.
5) How to start automating your contact center processes.
SaaStock 2016 Keynote: Win by Design, Not by Chance: Customer Success as a Gr...Lincoln Murphy
On September 22, 2016 in Dublin, Ireland, Lincoln Murphy gave a keynote presentation called Win by Design, Not by Chance: Customer Success as a Growth Engine.
The presentation covers everything from what Customer Success is to how it impacts company valuation. From Onboarding to ongoing engagement, and from sales to land-and-expand, this presentation was designed to introduce the audience to Customer Success-driven Growth.
Customer retention or acquisition that's one debate that we all have no answer to. Retention and acquisition both are like the sides of the same coin. This PPT highlights the essentials of both and how we should utilize the best of both the worlds.
4 Techniques to Succeed in Retaining your CustomersM-Connect Media
Customer Retention Plan - To own a profitable business is in either in your hands or in your customer’s hands. Yes, this is true. You own a business to help the customers in some or the other way. Customers may have different options for the same thing and if they choose you then it means they bring business for you. And it is up to you how to retain them and bring them back to you again and again. See some strategies to do so.
Trustpilot’s Tips On Making The Festive Season Pay-Off All YearTrustpilot
Holiday spend is projected to increase by 10% in 2016 (according to PwC), with even higher growth rates expected for eCommerce.
Are you prepared to have your best holiday season yet? If not, then don't worry.. check out our webinar to prepare for the holiday rush!
Outperform your competition with Customer EngagementTrustpilot
This webinar will show you how customer engagement leads to tangible business benefits, can lead to further revenue-driving initiatives such as customer advocacy, referral marketing, and more. We also share tactical tips and strategies for initiating and optimizing a customer engagement strategy.
Competition for space on Google Shopping’s Product Listing Ads is on the rise, making it increasingly difficult for retailers and brands to get their products in front of potential customers who are actively searching for purchase options.
The 2016 Google Shopping Virtual Summit is designed to arm ecommerce marketing executives with an arsenal of Google Shopping Campaign insights and strategies to help increase product discoverability and ignite profitability and growth.
Leveraging Customer Reviews to Boost Performance & Efficiency in PPC ChannelsTrustpilot
CPC Strategy - Day 3: 2016 Google Shopping Summit
Competition for space on Google Shopping’s Product Listing Ads is on the rise, making it increasingly difficult for retailers and brands to get their products in front of potential customers who are actively searching for purchase options.
The 2016 Google Shopping Virtual Summit is designed to arm e-commerce marketing executives with an arsenal of Google Shopping Campaign insights and strategies to help increase product discoverability and ignite profitability and growth.
Leverage value from B2B customer reviews: Amplify Customer VoiceSandeep Sastry
You will learn on how to harness the Power of Customer Reviews to amplify Customer Voice. I cover
• What are B2B Customer Reviews?
• How do B2B Customer Reviews work?
• Why B2B Customer Reviews is a popular emerging reference asset?
• 11 Practical ways to re-purpose your customer review content?
• Criteria to use to select a review company?
• B2B Customer Review Industry Analysis
• Summary and Conclusion
What is customer retention rate?
How to measure it practically (without going through all customers individually)?
What can retention rate tell us?
How can it improve our business?
CAPSTONE is a service framework with elements of cloud based reports that look to combine customer experience/ loyalty research, real time behaviour models to prepare periodic scorecards that drive specific and measurable outcomes around customer engagement initiatives
Capstone helps in 2 ways:
- Capture early signs of adverse experience by capturing change in behavior
- Help diagnose and define corrective action by providing experiential drivers of behavior for a customer
Customer Experience in eCommerce: Net Promoter ScoreValentin Radu
There is one metric that gives you a lot of hints about how was your customers' experience with your store and that is NPS.
Learn more about Customer Experience and how to apply the NPS in any eCommerce store by signing up our Customer Value Optimization course https://academy.omniconvert.com/courses/cvo-course
The king is dead! Long live the... God? Customer-centricity is becoming a must!Valentin Radu
He knows more about your products than you do. He connects instantly with all the other customers. If he’s not pleased, he can pretty much do anything to send a company into oblivion.
RIP, Thomas Cook.
Omnipotent, omniscient, omnipresent. The customer is not the king anymore. He is more like a God.
In this incredibly demanding, competitive and connected market, we need to understand our customers better than ever.
In this session, I am offering you the means to understand and please the eCommerce God.
You don’t need offerings.
You just need the right offers.
Optimizing your marketing automation program for successGetResponse
How to optimize your marketing automation program for success – Kath Pay takes you through this entire process in this actionable webinar organized in partnership with GetResponse. Watch the webinar here – https://getresponse.tv/video/UlCaQ4LLCzM/optimizing-your-marketing-automation-program-for-success-kath-pay-webinar/
"By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human." (Source –Gartner).
Have you heard the term "look where you're going"? Usually referring to someone who isn't paying attention, right? In the case of 2020, and Gartner's prediction, the phrase takes a different meaning; contact centers need to look where they are going with customer interactions. It wasn't very long ago that offering web chats was "state of the art". Fast forward a few years and the "just text me" generation will soon make up a majority of your customer base.
So, how do you prepare?
Here are 5 practical steps you can start doing today to catapult your contact center through the next wave of customer expectations:
1) How to empower agents and customers with consistent information regardless of contact channel.
2) How to begin integrating social channels into your service model (which may include, "first tweet resolution").
3) Mobile customer support? Where do you begin?
4) Use quality and performance measurement to design a better customer experience.
5) How to start automating your contact center processes.
SaaStock 2016 Keynote: Win by Design, Not by Chance: Customer Success as a Gr...Lincoln Murphy
On September 22, 2016 in Dublin, Ireland, Lincoln Murphy gave a keynote presentation called Win by Design, Not by Chance: Customer Success as a Growth Engine.
The presentation covers everything from what Customer Success is to how it impacts company valuation. From Onboarding to ongoing engagement, and from sales to land-and-expand, this presentation was designed to introduce the audience to Customer Success-driven Growth.
Customer retention or acquisition that's one debate that we all have no answer to. Retention and acquisition both are like the sides of the same coin. This PPT highlights the essentials of both and how we should utilize the best of both the worlds.
4 Techniques to Succeed in Retaining your CustomersM-Connect Media
Customer Retention Plan - To own a profitable business is in either in your hands or in your customer’s hands. Yes, this is true. You own a business to help the customers in some or the other way. Customers may have different options for the same thing and if they choose you then it means they bring business for you. And it is up to you how to retain them and bring them back to you again and again. See some strategies to do so.
Reviews: The Best Kept Secret to Landing Page OptimizationTrustpilot
Check out our webinar to see real examples of how IDWholesaler diminished customer hesitation with reviews to ultimately increase conversions and ROI from digital spend. They were even able to grow revenue by 315% for one of their key product lines, just by simply adding reviews to their landing page!
7 Steps to Survive (and Thrive) in 2016 with Raving CustomersChris Snook
Today’s customer expects self-directed, real-time problem solving on demand in unquenchable quantity and lives (along with you and I) in an experience culture where they are in control and expectations at every touchpoint along the customer journey are increasing daily. As markets cycle and turbulence in domestic and global economies demand more discipline in your operational and go-to-market processes, these 7 steps will give you a framework to build your strategy and alignment around customer experience in every silo.
As a business owner, have you ever thought about what could be better than gaining a new customer? You might be wondering if anything could be better than this.
Well, the answer is customer retention.
Gaining new customers is alluring but retaining customers comes at a lower cost and has the potential to provide a higher return on investments.
Benefits of Customer Satisfaction SurveysZonkaFeedback
One of the best mediums to collect valuable data from your consumers and use them to enhance their experience is with the help of Customer Satisfaction Surveys. Conducting them at regular intervals and addressing your consumer’s problems can help you improve customer loyalty and increase sales revenue.
Read More @ https://www.zonkafeedback.com/blog/benefits-of-customer-satisfaction-surveys
Communication with Customers + Customer Feedback = Better CX | SoGoSurveySogolytics
Ready to deliver a better customer experience? Communicate with your customers and act on their feedback, and you'll know how to spend your time and resources.
Customer segmentation is the process of dividing customers into groups based on common characteristics so companies can market to each group effectively and appropriately.
Segmentation allows marketers to better tailor their marketing efforts to various audience subsets. Those efforts can relate to both communications and product development. Specifically, segmentation helps a company:
Create and communicate targeted marketing messages that will resonate with specific groups of customers, but not with others (who will receive messages tailored to their needs and interests, instead).
Select the best communication channel for the segment, which might be email, social media posts, radio advertising, or another approach, depending on the segment.
Identify ways to improve products or new product or service opportunities.
Establish better customer relationships.
Test pricing options.
Focus on the most profitable customers.
Improve customer service.
Upsell and cross-sell other products and services.
Presenting this set of slides with name - Customer Loyalty PowerPoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of twenty five slides. Our tailor made Employee Engagement Activities For Corporates Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Employee Engagement Activities For Corporates Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
The purpose of this deck is two-fold:
1. provide key insights on how to build a highly effective and predictable demand gen engine
2. provide a template for a monthly demand gen dashboard that tracks the value/ROI of your actions
There are numerous other key metrics that are essential for marketing to track but are not represented in this template such as customer experience [NPS, CSAT, etc.], brand recognition & affinity, website analytics, email analytics, PR share of voice, ad campaign effectiveness, and so on and so on.
Additionally, this dashboard is not intended to replace a full sales pipeline dashboard but rather to provide insights on how marketing is contributing to sales effectiveness and revenue.
Similar to Driving Lifelong Customer Devotion With Loyalty Campaigns Confirmation (20)
6 Ways to use Behavioural Psychology to Drive Conversions & Grow RevenueTrustpilot
This webinar will highlight how both Yieldify and Trustpilot were able to help OVO energy and other brands increase their website performance by leveraging social proof. It will also cover how brands can adapt these techniques and apply them to a modern audience.
How to Make Customer Satisfaction Your Key DifferentiatorTrustpilot
During this session, you will hear from Ben Chapman, Director of Client Experience at HomeBridge, and Charlie Recalde, Customer Success Manager who will discuss how HomeBridge achieved customer experience excellence.
The 2017 eCommerce Marketer's Virtual Summit - Optimizing Your Key Conversion...Trustpilot
Trustpilot was featured in The 2017 eCommerce Marketer's Virtual Summit. We offered 5 outside-of-the-box elements to consider working into your conversion testing, with tactical tips, real-world examples, and benchmarked results from other companies. We also briefly covered some common pitfalls of today’s A/B testing protocol to ensure your testing provides clean, actionable results.
Vores SVP for Engineering, Ole Dallerup, giver indsigt i, hvordan vi hos Trustpilot optimerer vores egen brug af SEO. Vi viser også, hvordan det at bruge Trustpilots teknologi kan hjælpe din virksomhed til at nå jeres mål for SEO og øge konverteringerne i betalte søgninger.
Trustpilot præsentation fra Søren Sieg Jensen, CykelpartnerTrustpilot
Søren fra Cykelpartner.dk fortæller, hvordan de bruger deres anmeldelser til konverteringsoptimering og intern processoptimering. Med en TrustScore på 9,7 og over 16.000 anmeldelser fortæller han også, hvordan Trustpilot har hjulpet hans forretning til næste niveau og fået mere trafik til hans hjemmeside.
Google &Reviews: Everything you need to knowTrustpilot
Do you have reviews showing in all the places possible with Google? Are you looking to optimize your paid search efforts with Google Seller Ratings or get Rich Snippets stars show in organic search results? Check out this webinar highlighting ways to display reviews in Google and optimize your search.
From SLANDER to CANDOR: 10 Steps to Get Started with Reputation Management To...Trustpilot
With the proliferation of popular review sites, more consumers than ever are getting their recommendations online. A Harvard Business School study recently found that an increase of just one star in a business’s rating can boost its revenue anywhere from 5-9%, further proving the need for diligence in this area.
Takeaways:
-Identifying your advocates and get more positive reviews
-How to solve problems before they get posted online
-Best practices for responding to negative reviews
How StorageMart Succeeds in Global & Local SearchTrustpilot
Succeeding in search is an on-going challenge, particularly when you are big global brand that is fueled by multi-location, local businesses. Do you wonder how brands like StorageMart achieve major success in search while maintaining their trusted reputation regardless of location, across the country? View the webinar to discover:
-The hurdles StorageMart faced
-The changes StorageMart implemented to their search strategy
-How StorageMart maintains their brand’s reputation in local and global search
Gain, Maintain, and Retain: Why the future of your brand is powered by trustTrustpilot
While optimizing your overall strategy to remain on digital marketing trend is smart, the unwavering fact remains - acquiring and maintaining customers is based on trust. A simple concept that is by no means easy to achieve.
Please join us for our upcoming webinar with Wpromote, to explore how your brand can gain, maintain and retain trust throughout the customer lifecycle. Attendees at this session will learn:
-The connection among trust, brand advocacy and loyalty
-Examples of customer success stories
-Actionable insights and best practice
Power your PPC with the Voice of the Customer [Webinar Slide Deck]Trustpilot
If you are an online retailer, optimizing each dollar you spend in your paid search is crucial to acquiring new customers efficiently, and driving new traffic to your site. This webinar co-hosted by Spyfu is here to give you all the details on why most companies stop their connection with customers at paid search, missing out on the opportunity to create a trustworthy relationship during that initial experience.
#EMP2015 - Conférence Trustpilot "Avis clients & Google Adwords" avec AdsonwallTrustpilot
Découvrez la présentation effectuée lors de notre conférence au salon E-Marketing Paris 2015 à Porte de Versailles, mercredi 15 avril (salle 6). Le thème portait sur les avis clients & Google Adwords, et comment maximiser les synergies entre ces deux leviers pour booster vos conversions. N'hésitez pas à nous contacter si vous avez des questions.
#ECP14 - Conférence Trustpilot "Best practices sur les avis clients" avec Bri...Trustpilot
Retrouvez la présentation de la conférence Trustpilot au salon E-Commerce Paris 2014 : "Best practice sur les avis clients". Découvrez les meilleures pratiques autour des avis clients et de l'e-commerce, à travers le cas client de Brindilles.fr avec la solution Trustpilot Business, afin de booster votre taux de conversion.
Salon Ecommerce Paris 2013: Les Avis Clients Trustpilot et WanimoTrustpilot
Présentation du mercredi 25 septembre 2013 au Salon Ecommerce Paris #ecp13 - salle 10
Par Jean-Baptiste Daguené et Gautier Garin de Trustpilot, et Florence Lepage, Directrice Marketing de Wanimo
Thème: Engager ses clients
Sujet: Trustpilot: Comment choisir votre plate-forme d’avis clients?
1. Les tendances et problématiques autour des avis clients
- Statistiques
- Transparence
- Censure
- Crédibilité
2. Trustpilot : un réseau social pour les consommateurs
- Collecte
- Dimension sociale
- Avantages
- Lutte contre les faux avis
3.Cas client : Wanimo, comment profiter des avis clients avec Trustpilot
- Présentation de Wanimo et critères de choix d’une plate-forme d’avis
- Intégration des services
- Collecte et affichage des avis
- ROI, communauté et ressources
5. Who is Trustpilot?
Online community & business solution connecting consumers & businesses via reviews
140,000 reviewed websites
26,000 websites get new reviews/month
22 million online reviews
700,000 new reviews/month
Reviews from 120 countries
72 million visitors/year
7 million unique visits/month
Over 1 billion impressions/month
6. For Businesses:For Consumers:
Why does Trustpilot Exist?
Open online review community to read, write,
and engage with authentic reviews to provide
trustworthy customer experience information
and make better buying decisions.
Solution to implement an automated review
collection strategy, moderate and engage with
reviews, and leverage reviews to accelerate
business improvement and growth.
7. The Trustpilot Business Solution
BRAND BUILDER
Establish a trusted brand
MARKETING ACCELERATOR
Maximize digital ROI
INSIGHT GENERATOR
Improve customer experience
12. What Is Customer Loyalty?
Both an attitudinal and behavioral tendency to favor one
brand over all others, whether due to satisfaction with the
product or service, its convenience or performance, or simply
familiarity and comfort with the brand.
13. What drives Customer Loyalty?
“Customer loyalty is the result of consistently positive emotional
experience, physical attribute-based satisfaction and perceived
value of an experience, which includes the product or services.
To build customer loyalty, customer experience management
blends the physical, emotional, and value elements of an
experience into one cohesive experience.”
Customer experience drives customer loyalty!
14. Why Is Customer Loyalty Important?
Excellent Customer Experience
Retention Loyalty
Consumers continue
to purchase from one
provider
Enrichment Loyalty
Consumers buy more
goods/services from the
provider
Advocacy Loyalty
Consumers pass on their
positive experiences to
friends
$$$ $$$ $$$
15. The Math Behind Customer Experience
Great Customer Experience
On average…
- Return customers cost 10 times
less to acquire than new ones
- Return customers spend 2/3’s
more than new ones
- Happy customers will recommend
a provider to 3 friends
Poor Customer Experience
On average…
- Only 4% of unhappy customers
proactively speak up
- 79% of unhappy customers would
take their business to a competitor
- 13% of unhappy customers will tell
more than 20 people
17. The Holy Grail – Advocacy
When customers or influencers are willing to publicly support,
endorse, or recommend your company, products, or services.
…when your customers start doing your marketing for you.
A brand is no longer what we tell the consumer it is – it is
what consumers tell each other it is.
- Scott Cook, co-founder, Intuit
18. The Age of the Consumer
Companies must become customer obsessed and the only sustainable
competitive advantage is knowledge and engagement with customers.
“
-Forrester Research
19.
20. 1. Make customers feel valued ask how things went, listen
to their response, and understand their perspective
2. Resolve customer problems quickly expectations are
high so be sure to exceed them, learn and iterate to improve
3. Talk to customers in plain language avoid info
overload, simplify and focus on what customers care about
3 Core Dimensions of Customer Experience
21. Proactively ask ALL customers for reviews
- Make sure your tone shows that you care
- Ensure the timing and the vehicle is right for customer journey
- Optimize Invitation reminders, send time, invite personalization
Create an internal process for listening, moderating, & acting on feedback
- Set up notifications for new reviews to correct personnel
- Consider building in review response & resolution to existing customer
service, social listening, or CRM tools (ZenDesk integration)
- Report regularly to relevant teams on progress
1. Make customers feel valued
22. Impact of Asking for Reviews Proactively
NOT asking for reviews:
50/50 split positive/negative at best
(likely many more negative reviews)
Proactively asking for reviews:
83% positive reviews
More balanced representation of a business
23. • Desired focus of feedback?
• Collection vehicle?
• Timing?
• Call-to-Action?
• To incent or not to incent?
• Reminders?
• Where to collect reviews?
Considerations for Review Collection
24. Implementing a Proactive Collection Strategy
1
Design a collection
flow in your existing
customer journey to
align with your goals
2
Measure the results,
optimize the collection
rate, & iterate
(increase response
increased avg rating)
3
Identify your org’s
goals for a proactive
review strategy
NEVER STOP ASKING!
25. 2. Resolve customer problems quickly
Respond to reviews quickly – show customers you are listening
Positive reviews – delight them with a personal response, great
reinforcement to come back soon
Negative reviews – respond, follow up privately, resolve issues, update?
Not everything can be resolved, but everything can be addressed!
Goal: resolve as many issues as possible in a cost-effective manner,
while scaling the learnings to correct fundamental process/strategy flaws
PRO TIP: Don’t forget 3-star reviews – they are usually the easiest to fix!
26. Content of Responses Always apologize
Address customer concerns
directly
Give the customer a forum for
follow-up
Consider also reaching out
privately – not everything should
be discussed in a public forum
PRO TIP: Ask the reviewer to
update their review if resolved…
28. 1 Positive
Tone of Review Responses
2 Personal
3 Professional
4 In line with your brand
29. • Resolving issues for unhappy customers to win them back
• Encouraging happy customers to be return customers
• Promoting customer advocacy among brand champions
• Showing that your company cares & takes reviews seriously
• Giving your company a chance to build a brand voice
Benefits of Responding to Reviews
= REVENUE
(remember to actually ACT on the insights you uncover)
30. Use your reviews to understand how your best customers talk about your
product/service and use this language to craft better messaging
Check yourself: are customers echo-ing the words in their reviews that
you use in marketing, in your product, etc.?
Use reviews to inspire language throughout the customer journey and in
all of your channels (email, social, website, re-targeting)
Learn what you do BEST from reviews – make these CX differentiators
Goal: more effective marketing/messaging & better expectation-setting
PRO TIP: UGC review-content shared on your site can help SEO!
3. Talk to customers in plain language
31. “It's great to have a one-on-one connection with
customers by responding to reviews, but it's
equally important that we pay attention to the
language customers use when speaking about
us. If our customers are repeating our language,
then they understand our messaging. If they’re
not, then we adopt their language. By doing this,
we can better relate to the millions of people who
could use our solution.”
David Rostan, Head of Organic Marketing
32. Create high-success referral programs by targeting positive reviewers
Create high-success loyalty campaigns by targeting positive reviewers
with campaigns designed to get them back faster and spending more
Drive retention by targeting negative reviewers with bigger rewards for
giving you a second chance – then, make SURE to over-deliver
Consider trends in the types of customers that consistently give you
positive reviews vs. negative reviews – shift your targeting for the traits
that typically end up in happy customers and watch your LTV increase!
Build an internal culture of reviews – make reviews transparent, team
contests & goals, individual awards/compensation, leadership team!
BONUS ROUND: Use reviews for next-level CX
38. Types Of Loyalty Campaigns
Review Campaigns Acquisition Campaigns Engagement Campaigns
There are a few main types of loyalty campaigns you can set up, depending
on what kind of KPI’s you’re looking for. A few common ones are:
39. Review Campaigns
Email signatures, CTAs, & links on website are great opportunities to ask for
reviews.
Include information in your emails about
reviews and link to review sites or social
media where a customer can leave a
review.
Include social media icons and links on
your website that can take visitors directly
to the review site that you are promoting.
Also be sure to include a strong CTA!
40. Review Campaigns
Sending dedicated review
emails to customers post-
transaction is a great way to get
honest feedback and hopefully
great reviews!
41. Acquisition Campaigns
These campaigns focus on creating Long
Term Value from your loyal customers.
Win Back Emails
VIP & Loyalty Programs
Friends & Family Promotions
Exclusive Products
Similar Product Suggestions
Remarketing Campaigns To Past
Purchasers
42. Acquisition Campaigns
Win-back email campaigns are a great way to
bring once interested customers, back to your
brand. Offering a discount or deal is a great
way to win that customer back!
43. Acquisition Campaigns
Member Benefits or VIP Perks encourage
customers to keep coming back to your brand.
Offering incentives for special events or repeat
purchasing will keep those customers engaged
with your brand for the long term.
44. Engagement Campaigns
Encourage customers to engage with
your brand. Ask them to post photos
wearing your products or visiting your
locations. Consider hosting contests for
customers that engage with your brand.
45. Metrics & KPIs
When implementing these campaigns for the first time, it is important to be prepared
to track metrics and understand what KPIs you’re looking for. Some example of
relevant KPIs include:
Customer LTV
Customer Equity
Time To Second & Third Purchases
Retention Rates
Winback Rate
46. Micro-Conversions
Consider tracking micro-conversions in order to optimize toward the best kinds of
customers.
For example, optimize for the kinds of
customers that create accounts
instead of just check out as guests, or
that follow you on Twitter/Instagram or
who share your branding messages
on social media.
These are more sticky/loyal
customers, and these sorts of actions
translate into higher LTVs.
47.
48. - Mission: Get customers talking about their positive customer experiences
- Strategy: Capture customer attention both when they mess up and when they’re crushing it by sending
both happy and unhappy customers a surprise gift
- Goal: Turn unhappy customers into happy customers; turn happy customers into advocates
- Starting with $100k budget, with the goal to reach more than 50k customers in 6 months
- Linking program to additional training for the entire Customer Service team
3 Categories of Gift-Giving:
1. I’m Sorry: CS agent can offer one of the following if there was an issue: gift cards, handwritten letters, free
products, rush shipping, flowers, necklace, loyalty points, or can put in a request to do something more
2. Thank You: for top customers, can offer the same gifts as above “just because”
3. WOW Experiences: for brand fans (top 10% of spenders), can receive awesome gifts life VIP treatment,
entire bill paid, makeovers, personal assistant, fancy dinner, etc. hope is that they share!
Launched the Surprise & Delight Program to over-deliver on customer experience,
nurture loyalty, & build advocacy through unexpected experiences.
49. - Challenge: To hit company goals, need to continue to drive >40% of total revenue via return business,
however time to second purchase is very long how can their team drive memorable customer
experience every time to ensure customers return?
- Adopted a policy of responding to all customer reviews, good and bad, within 24 hours; negative reviews
resolve the issue quickly; positive reviews delight customer
- All 1, 2, and 3 star reviews are escalated further to an Operations Manager; most issues are not reported
by the customer otherwise, so proactive review collection is crucial for capturing and resolving customer
issues that would otherwise go un-known
- Task force meets weekly to discuss the root cause of issues and make action plan to correct
- Daily “Pulse” meetings celebrate & learn from positive, share & learn from negative
- Customer service reps work on a team commission program based on their Trustpilot TrustScore
- Referral program targeting positive reviewers giving cash/credit for referrals (email & on-site)
Increasing return business through meaningful customer experiences, by using
reviews to drive internal processes, strategy, and team goals.
50. - Mining content of positive reviews for customers to target for further campaigns
- Referral campaign: targeting 4 & 5 star reviewers that used the word “recommend”
- Tracking engagement, return business, etc. of positive reviewers and garnering learnings to turn more
customers into happiest customers
- Using more specific product review content to target return customers to cross-sell, encourage faster 2nd
purchase, etc.
Launched the Surprise & Delight Program to over-deliver on customer experience,
nurture loyalty, & build advocacy through unexpected experiences.
51.
52. Your Homework
Implement a proactive review collection
strategy & optimize your response rate
Monitor your reviews – respond & resolve
issues, learn from trends
Set up win back emails & other relevant
acquisition campaigns
Determine your customer LTV & what your
willing to invest
Leverage your brand advocates!