brighton travel - "the power of customer reviews" by matt eames
DESCRIPTION
Ratings/reviews are absolutely everywhere online, and more and more travel companies are slowly beginning to understand that customers who read them (whether they are good or bad) are more likely to convert. But how should you deal with reviews and where should you put them? Matt explained that gaining customer trust is very simple… 1. Gather reviews from real, genuine customers 2. Do not moderate them! Matt explained that companies should not and must not tamper with customer reviews, only show positive reviews on site or only respond to negative reviews on social platforms as this can create skewed data and a customer facing bias. In fact, 68% of consumers trust reviews more when they see both good and bad ratings or reviews and they convert 67% more highly than the average consumer. So how can you utilise this content? • Adding seller ratings to a search ad boosts CTR by an average of 17% • XML feeds onsite give the customer easy access to your reviews. Google can also crawl this and put high amounts of user generated content to good use • Feefo reviews also integrate with social platforms • Reviews can also work really well in printed marketing materials • Make sure you respond to both positive as well as negative reviews as Google will highlight themTRANSCRIPT
- 1. The power of customer reviewsMatt Eames, Sales & Marketing Directorwww.feefo.com [email protected]
2. Video www.feefo.com [email protected] 3. 83% of all holiday shoppers areinfluenced by customer reviewswww.feefo.com [email protected] 4. When deciding between 2 places,65% of people will book with aresponding establishmentSource: Forresterwww.feefo.com [email protected] 5. 40% of personal travellers and46% of business travellers usesocial networking to share theirtravel experiencesSource: Google, Think Insightswww.feefo.com [email protected] 6. 68% per cent of consumers trustreviews more when they seeboth good and bad scoreswww.feefo.com [email protected] 7. 95% of unhappy customers wouldreturn if an issue is dealt with quicklyand efficientlywww.feefo.com [email protected] 8. www.feefo.com [email protected] 9. 54% of business travellershave made travel plans basedon reviews and experience ofothersSource: Google, Think Insightswww.feefo.com [email protected] 10. What ismostimportantabout a travelreview?www.feefo.com [email protected]? 11. www.feefo.com [email protected] 12. Its simple to get trust1. Guarantee reviews are from genuine customers2. Do not moderate!www.feefo.com [email protected] 13. Consumers spend four timesas long on site when theyinteract with bad reviews.www.feefo.com [email protected] 14. They convert67% morehighly thanthe averageconsumer.www.feefo.com [email protected] 15. 30% suspect censorship or fakedreviewswww.feefo.com [email protected] theydont see bad scores. 16. Only 5% say theywont buy a productwith bad reviewswww.feefo.com [email protected] 17. Companies spendbillions onreputationmanagement andgrowing a brand When they could beusing theircustomers to dotheir work for them!www.feefo.com [email protected] 18. About Feefo All reviews are from genuine customers. We send 10 requests a second! And generate a review every 6 seconds!! We have 5m service and 14m productreviews We improve your on site conversion Stop customers searching elsewhere Generate Seller Ratings in AdWords Learn about the performance of yourcompany and individual products.www.feefo.com [email protected] 19. Adding seller ratings to a search adboosts CTR by an average of 17% .Google Internal Data, Q1 2012.www.feefo.com [email protected] 20. www.feefo.com [email protected] 21. The Feefo JourneyFeefo emails thecustomer to ask forYou submitcustomer datawww.feefo.com [email protected] help youlearn and grow 22. How to show reviews iFramewww.feefo.com [email protected] 23. How to show reviews XML feedwww.feefo.com [email protected] 24. How to show reviews XML feedwww.feefo.com [email protected] 25. How to show reviews XML feedwww.feefo.com [email protected] 26. Feefo integrates into existing social campaignswww.feefo.com [email protected] 27. Feefo integrates into existing social campaignswww.feefo.com [email protected] 28. Feefo integrates into existing social campaignswww.feefo.com [email protected] 29. Feefo integrates into existing social campaignswww.feefo.com [email protected] 30. And even printed marketingwww.feefo.com [email protected] 31. Happy Feefo customersOur previous guest feedbacksystem was achieving an 8%response rate. With Feefo we'recurrently getting a response rateof 25%. www.feefo.com [email protected] 32. Happy Feefo customersThe Feefo system is simple touse and hugely effective, withthe return on our investmenteasy to see, even in such ashort time period.www.feefo.com [email protected] 33. Nearly 1800 brands use Feefowww.feefo.com [email protected] 34. The future of reviewswww.feefo.com [email protected] 35. Thank you!www.feefo.com [email protected]