adventure travel show 2016 & customer reviews

The Power of Customer Reviews

Melisa Young

Feefo, Head of Branding & Comms

Melisa.young@feefo.com

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:

James.perrin@feefo.com

Source: thismoment.com: UGC insights

So if you’re not using Customer Reviews

properly…

…your competitors will!