abtoi - the power of customer reviews
TRANSCRIPT
The Power of Customer ReviewsBen Clarke-SmithHead of Customer Success
are you
listening comfortably?
Trusted conversations
Complete coverage
No lengthy questionnaires
At the right time
To the right people
Reviews influence 89% of purchasing decisions
Source: BrightLocal Consumer Report
Customer feedback
has changed
Online or instore
Desktop, mobile or tablet
Text, pictures and video
24hrs a day, 7 days a week
Categorised
Quantified
100% verified
95% of unhappy customers would return
Source: National Association of Retail Marketing
Clarity of insight
Actionable insights
Automated reporting
One to one
One to many
Trend analysis
Customer profiling
Understanding
72% say positive reviews increase trust
Source: BrightLocal Consumer Report
It’s simple to get trust:
1. Guarantee reviews are from
genuine customers
2. Do not moderate!
Consumers spend four times as long on
site when they interact with bad reviews.
67% They convert
More highly than the
average consumer.
68% trust feedback more
when they see good
and bad scores
Source: eConsultancy
30% Suspect censorship when they don’t see bad
scores
Source: eConsultancy
Only 5% say they
won’t buy a
product with bad
reviews
CRO Benefits
A product with a one
star review
Has 110% more
chance of selling,
compared to a product
with no reviewsSource: Google
What to do with all that feedback…
Using Customer
Reviews…Drive Traffic – Increase Conversions – Gain Insights
Companies spend
billions on reputation
management
and growing their brand...
…When they could
be using their
customers to do their
work for them!
PPC Benefits
Adding seller ratings to a search ad
boosts CTR by an average of
17%Source: Google AdWords blog
Product page reviews – increase sales – enhance SEO
(175 reviews)Increase in conversions,
just by placing scores
next to ‘Buy Now’
6%Source: Feefo
CRO Benefits
Integrate reviews on social pages
Integrate reviews
directly on social
media.
Links to product
pages.
• Actionable insights
• Integrate learnings
throughout your
business
• Reward success
Review quantity - The more reviews the bigger the ROI
Don’t forget store reviews
• 85% of consumers investigate your business online before they visit.
• 57% read about you whilst they’reactually there.
Feedback from
Merchants estimate
each new customer
in their database is
worth an extra £5 in
annual sales
Not to mention the
business
intelligence.
The future of reviews…
Visuals are processed 60,000 x
faster in the brain than text.
90% of information transmitted to the
brain is visual.
video now appears in 70% of the top
100 search results listings
Most Trusted Reviews
85% Of customers are more likely to purchase
after watching a product video.
User Generated Content videos get
10 x more views than brand-owned
content.
So if you’re not using Customer Reviews properly…
