are you listening comfortably

11
The Power of Customer Reviews Ben Clarke-Smith Head of Customer Success

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Page 1: are you listening comfortably

The Power of Customer ReviewsBen Clarke-SmithHead of Customer Success

Page 2: are you listening comfortably

are you listening comfortably?

Page 3: are you listening comfortably

Trusted conversations

Complete coverage

No lengthy questionnaires

At the right time

To the right people

Page 4: are you listening comfortably

Reviews influence 89% of purchasing decisions

Source: BrightLocal Consumer Report

Page 5: are you listening comfortably

Customer feedback has changed

Page 6: are you listening comfortably

Online or instore

Desktop, mobile or tablet

Text, pictures and video

24hrs a day, 7 days a week

Categorised

Quantified

100% verified

Page 7: are you listening comfortably

95% of unhappy customers would return

Source: National Association of Retail Marketing

Page 8: are you listening comfortably

Clarity of insight

Page 9: are you listening comfortably

Actionable insights

Automated reporting

One to one

One to many

Trend analysis

Customer profiling

Understanding

Page 10: are you listening comfortably

72% say positive reviews increase trustSource: BrightLocal Consumer Report

Page 11: are you listening comfortably