WTM 2016 - Growing Your Business With Genuine Feedback
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From improving online visibility, to boosting revenue, genuine reviews can fuel incredible business benefits. Matt Eames Matt Eames shares the latest innovations in the feedback industry, and how businesses can benefit from the latest tech to hear valuable feedback from customers on the move.
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WTM 2016 - Growing Your Business With Genuine Feedback
- 1. Growing your business with genuine feedback Matt Eames, CCO matt.eames@feefo.com
- 2. My talk today • Introducing Feefo • Why genuine reviews? • The real reviews solution • Their voice: Their way • Convenience is king • Taking advantage • What to do tomorrow
- 3. Hello!Introducing Feefo, the trusted reviews solution
- 4. A bit about us…
- 5. Helping the world make better decisions… Feefo is trusted by over 3,000 brands.
- 6. Not to mention our awards…
- 7. From strength to strength ‘Rising Brand of the Year’ ‘Best Brand’ 2012 2015
- 8. Why genuine reviews? The value of collecting verified feedback
- 9. Why Brits need a way to give feedback…
- 10. Why Brits need a way to give feedback…
- 11. of all holiday shoppers are influenced by customer reviews. 83% Why genuine reviews? Best holiday ever! Source: ChannelAdvisors Consumer Survey
- 12. of consumers expect to be able to feedback on their experiences. 75% Why genuine reviews?
- 13. won’t book a hotel without reviews. 49% Why genuine reviews? Source: StatisticBrain
- 14. Negatives aren’t negative only 5% wouldn’t buy a product if there was a negative review. suspect censorship or fake reviews when they don’t see bad scores. 79%trust feedback more when they see good and bad scores. 95%of unhappy customers would return if an issue was dealt with quickly. Source: eTailing Group Source: eConsultancy Source: BrightLocal Source: NARM 30%5%
- 15. Benefits to your business 17%boost to CTR on ads on average… …building trust with potential customers and driving qualified traffic… …and increasing traffic and conversions by as much as 35% as a result Verified reviews contribute to Seller Ratings (stars) in search listings… Source: Google Source: Google Source: Kiss Metrics
- 17. Smooth sailing…
- 18. A simple request • Collect feedback pre and post travel • Customisable and personalised invitations for customers to leave feedback
- 19. Showcasing your trusted reviews Mobile responsive Aggregated photos & videos Customers can mark reviews as helpful, share their reviews, and sort and filter review content
- 20. Trust at a glance Display reviews on a booking page, or dedicated reviews pages Improved conversion rates of up to 35% Both service and product User Generated Content (UGC) boosts SEO
- 21. Case Study: Monarch An independent study by RedEye Intl into Feefo integration on-site. “Placing the Feefo rating information within the flights booking process increases user trust and confidence in their purchase.” 3.1% uplift in revenue per visitor 2.94% increase in total bookings
- 22. Your reviews. Your way. Feefo integration can be customised to integrate seamlessly with your brand.
- 23. Genuine testimonials Trusted ratings and reviews, used in marketing material and on social channels
- 24. Celebrate Success • Celebrate team success. • Show off outstanding service. • Reward teams and individuals.
- 25. Their voice: Their way The voice of the customer, working for your business
- 27. The Evolution of Content
- 28. WikisQ and A sites Blogs Video ReviewsCompetitions Social Media Photos Forms of UGC
- 29. Benefits of UGC UGC videos get more views than brand owned content10x Source: TubularInsights
- 30. Benefits of UGC of search results for the world’s 20 largest brands are linked to UGC 25% Source: Kissmetrics
- 31. Case Study: Tourism Queensland 34,000 people submitted videos, from over 200 countries. More than 8,500 news articles worldwide, generating over $44 million worth of media coverage.
- 32. Case Study: Starbucks Starbucks earned publicity and proved that they strongly value customer feedback
- 33. Case Study: HelloWorld More than 10,000 booking enquiries during the campaign
- 34. Convenience is king Engaging with mobile customers on the move
- 35. Convenience is king 1/3of millennials agree that smartphones will become their main purchasing tool Source: PwC
- 36. The power of feedback 29%Of millennials age 18-24 cite reviews as one of their most important decision factors Source: Barclays Feedback Economy Report
- 38. McDonalds are moving with the times Source: McDonalds “To improve the overall customer and employee experience: …self-ordering kiosks, handheld terminals and cashless payments.”
- 40. A helping hand
- 42. Taking advantage The power of the play button
- 43. Grabbing attention The attention span of humans has fallen to 8 seconds since the year 2000 (the rise of mobile technology). Source: Microsoft
- 44. Bring Reviews to Life! 90%of information transmitted to the brain is visual. Source: 3M Corporation
- 45. Bring Reviews to Life! visuals are processed 60,000x faster in the brain than text. Source: Business2Community.com
- 46. Benefits of Video 85%of customers are more likely to purchase after watching a product video. Source: Kissmetrics
- 47. Bring Reviews to Life! increase in views on content that has relevant images. 94% Source: Kissmetrics
- 48. Take simple text reviews… “amazing service… nothing was too much trouble” “best breakfast at a B&B we’ve ever had.” “stunning views of the Eiffel Tower from our room...” “comfortable flight – easy, efficient check in.”
- 49. …and bring them to life!
- 50. Benefits of Video video now appears in 70% of the top 100 search results listings
- 51. Benefits of Video Videos are shared 1,200xmore than text and links combined Source: Simply Measured
- 52. Red Bull space jump
- 53. Clever stunt! • 52m live views • $64.8m cost • $100m + of exposure
- 56. Chewbacca Mom Candace Payne • 136 million views in 3 days • Sold out on Amazon, Walmart, Toys R Us and many more • Now selling for $300 on Ebay!
- 57. Bring reviews to life!
- 58. Bring reviews to life!
- 59. Bring reviews to life!
- 60. Bring reviews to life!
- 61. Bring reviews to life!
- 62. Bring reviews to life!
- 63. Bring reviews to life!
- 64. Bring reviews to life!
- 66. What to do tomorrow… • Embrace the negatives, and use reviews to learn, grow and improve your business. • Invite customers to leave uncensored, real reviews – the way they want to.