adventure travel show 2016 & customer reviews
TRANSCRIPT
About Feefo
• Global leader In product/service reviews combined
• Only genuine customers invited to review
• Fighting Fake Reviews since 2010
• Used by more than 2,500 in all markets across the
globe
• We send 10 feedback requests every second,
generating a review every 2.4 seconds
• More than 30 million reviews so far!
89% of internet users say reviews
influence their purchasing
decision
Source: etailing Group
79% Read reviews about you before deciding
whether or not to visit your
outlet or site
Source: BrightLocal Consumer Report
75% expect to be able to
feedback on their
experience
Source: BrightLocal Consumer Report
Companies spend
billions on reputation
management
and growing their brand...
…When they could
be using their
customers to do their
work for them!
25% Of search results for
the world's 20
largest brands are
links to user-
generated
content.
Source: Kissmetrics 2015
What is most
important about a
travel review ? ?
It’s simple to get trust
Guarantee reviews are from
genuine customers
Do not moderate!
1
2
68% trust feedback more
when they see good
and bad scores
Source: eConsultancy
30%Suspect faked or
censored views,
when they don’t
see bad scores
Source: Reevoo Statistics
65% choose the business
that responds to
reviews
Source: Business.com (The Missing Ingredient)
84% say responses to reviews improves their overall impression of a hotel
Source: PhoCusWright
When deciding between 2 places, 65% of people will book with a responding establishment:
Source: Forrester
95% of unhappy customers would return if an
issue was dealt with quickly and efficiently
Source: National Association of Retail Marketing
4 xConsumers spend
as long on your site when they interact
with bad reviews.
Source: Marketing Daily
5% Wouldn’t buy a product with a bad
review
Only
All reviews are valid
One person’s ‘bad’ review is
another person’s ‘go-to’
• Lot’s of noisy kids in pool!
• Too quiet!
• Miles from anywhere!
• Music till late at night!
Customer reviews improve your
search rankings
Top Tips: Responding
Keywords and merchant name in reply
A product with a one
star review
Has 110% more
chance of selling,
compared to a product
with no reviews
(Google)
Adding seller ratings to a search
ad boosts CTR by an average of
17%
Source: Google AdWords blog
Google PLA Extensions
• Drive more qualified traffic
• Provide useful information to
consumers
• Differentiate product quality
“Sixty-five percent of social media users from ages 18 to 24 consider information that's shared on social networks when making a purchasing decision.” (eMarketer)
Feefo integrates into existing social campaigns
Customer
reviews drive
social traffic…
…and grow
sales!
Top Tips: Increasing Conversions
(175 reviews)
In conversion, just by
placing scores next to
‘Buy Now’
6%A further
Source: Feefo
Top Tips: Learning and Growing
Don’t forget store reviews!
All tied in to one view
On and offline purchases
What is Feefo Places?
A way for bricks and mortar businesses
to gather feedback about their
products and services.
The future of reviews…
Visuals are processed 60,000xfaster in the brain than text.
90% of information transmitted
to the brain is visual.
Source: 3M Corporation
video now appears in 70% of the
top 100 search results listings
Source: Kissmetrics
Landing pages with video have up
to 8x more conversion than the
same page without a video.
Source: Marketingexperiments.com
Source: Single Grain - Science of Video Engagement
10x more views than
brand-owned
content.
UGC videos get
Source: thismoment.com: UGC insights
For a forthcoming whitepaper
on how to use reviews for SEO
please email:
Source: thismoment.com: UGC insights
So if you’re not using Customer Reviews
properly…
…your competitors will!
