abtoi - the power of customer reviews

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…

Ben Clarke-Smith

Head of Customer Success

ben.clarke-smith@Feefo.com