Head of Customer Success at Feefo, Ben Clarke Smith, discussed the power of customer reviews at the Future Gazing travel event, hosted by digital marketing agency, Sagittarius

1. The Power of
Customer Reviews
Ben Clarke-Smith
Head of Customer Success

2. are you
listening comfortably?

3. Trusted conversations
Complete coverage
No lengthy questionnaires
At the right time
To the right people

4. Reviews influence 89% of purchasing decisions
Source: BrightLocal Consumer Report

5. Customer feedback
has changed

6. Online or instore
Desktop, mobile or tablet
Text, pictures and video
24hrs a day, 7 days a week
Categorised
Quantified
100% verified

7. 95% of unhappy customers would return
Source: National Association of Retail Marketing

8. Clarity of insight

9. Actionable insights
Automated reporting
One to one
One to many
Trend analysis
Customer profiling
Understanding

10. 72% say positive reviews increase trust
Source: BrightLocal Consumer Report

11. Feefo Machine Learning
Supporting Expedia to understand and engage at volume

12. 63,000 monthly reviews
12,600 detractor comments
2,520 actioned
16 languages
10 staff

13. Learning
Automation
Personal
Logic
Sentiment

14. System View: insight tags

15. System View: automated responses

16. Impact of machine learning:
Tagging:
All feedback = 394 days
Tagging & Responding:
All feedback = 919 days
That’s 2.5 years of office hours per month
Saved

17. “In this age of Big Data, organizations that can realize value from their
data assets faster through advanced analytics such as machine
learning will become winners and others will be left behind.” Martin Hack,
Skytree