WTM 2016 - Growing Your Business With Genuine Feedback
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Transcript of WTM 2016 - Growing Your Business With Genuine Feedback
- 1. Growing your business with genuine feedback Matt Eames, CCO [email protected]
- 2. My talk today Introducing Feefo Why genuine reviews? The real reviews solution Their voice: Their way Convenience is king Taking advantage What to do tomorrow
- 3. Hello!Introducing Feefo, the trusted reviews solution
- 4. A bit about us
- 5. Helping the world make better decisions Feefo is trusted by over 3,000 brands.
- 6. Not to mention our awards
- 7. From strength to strength Rising Brand of the Year Best Brand 2012 2015
- 8. Why genuine reviews? The value of collecting verified feedback
- 9. Why Brits need a way to give feedback
- 10. Why Brits need a way to give feedback
- 11. of all holiday shoppers are influenced by customer reviews. 83% Why genuine reviews? Best holiday ever! Source: ChannelAdvisors Consumer Survey
- 12. of consumers expect to be able to feedback on their experiences. 75% Why genuine reviews?
- 13. wont book a hotel without reviews. 49% Why genuine reviews? Source: StatisticBrain
- 14. Negatives arent negative only 5% wouldnt buy a product if there was a negative review. suspect censorship or fake reviews when they dont see bad scores. 79%trust feedback more when they see good and bad scores. 95%of unhappy customers would return if an issue was dealt with quickly. Source: eTailing Group Source: eConsultancy Source: BrightLocal Source: NARM 30%5%
- 15. Benefits to your business 17%boost to CTR on ads on average building trust with potential customers and driving qualified traffic and increasing traffic and conversions by as much as 35% as a result Verified reviews contribute to Seller Ratings (stars) in search listings Source: Google Source: Google Source: Kiss Metrics
- 16. The real reviews solution
- 17. Smooth sailing
- 18. A simple request Collect feedback pre and post travel Customisable and personalised invitations for customers to leave feedback
- 19. Showcasing your trusted reviews Mobile responsive Aggregated photos & videos Customers can mark reviews as helpful, share their reviews, and sort and filter review content
- 20. Trust at a glance Display reviews on a booking page, or dedicated reviews pages Improved conversion rates of up to 35% Both service and product User Generated Content (UGC) boosts SEO
- 21. Case Study: Monarch An independent study by RedEye Intl into Feefo integration on-site. Placing the Feefo rating information within the flights booking process increases user trust and confidence in their purchase. 3.1% uplift in revenue per visitor 2.94% increase in total bookings
- 22. Your reviews. Your way. Feefo integration can be customised to integrate seamlessly with your brand.
- 23. Genuine testimonials Trusted ratings and reviews, used in marketing material and on social channels
- 24. Celebrate Success Celebrate team success. Show off outstanding service. Reward teams and individuals.
- 25. Their voice: Their way The voice of the customer, working for your business
- 26. The Evolution of Content
- 27. WikisQ and A sites Blogs Video ReviewsCompetitions Social Media Photos Forms of UGC
- 28. Benefits of UGC UGC videos get more views than brand owned content10x Source: TubularInsights
- 29. Benefits of UGC of search results for the worlds 20 largest brands are linked to UGC 25% Source: Kissmetrics
- 30. Case Study: Tourism Queensland 34,000 people submitted videos, from over 200 countries. More than 8,500 news articles worldwide, generating over $44 million worth of media coverage.
- 31. Case Study: Starbucks Starbucks earned publicity and proved that they strongly value customer feedback
- 32. Case Study: HelloWorld More than 10,000 booking enquiries during the campaign
- 33. Convenience is king Engaging with mobile customers on the move
- 34. Convenience is king 1/3of millennials agree that smartphones will become their main purchasing tool Source: PwC
- 35. The power of feedback 29%Of millennials age 18-24 cite reviews as one of their most important decision factors Source: Barclays Feedback Economy Report
- 36. Millennials dont queue
- 37. McDonalds are moving with the times Source: McDonalds To improve the overall customer and employee experience: self-ordering kiosks, handheld terminals and cashless payments.
- 38. Disruptive technology lose contact
- 39. A helping hand
- 40. iBeacon Source: iBeacon.com
- 41. Taking advantage The power of the play button
- 42. Grabbing attention The attention span of humans has fallen to 8 seconds since the year 2000 (the rise of mobile technology). Source: Microsoft
- 43. Bring Reviews to Life! 90%of information transmitted to the brain is visual. Source: 3M Corporation
- 44. Bring Reviews to Life! visuals are processed 60,000x faster in the brain than text. Source: Business2Community.com
- 45. Benefits of Video 85%of customers are more likely to purchase after watching a product video. Source: Kissmetrics
- 46. Bring Reviews to Life! increase in views on content that has relevant images. 94% Source: Kissmetrics
- 47. Take simple text reviews amazing service nothing was too much trouble best breakfast at a B&B weve ever had. stunning views of the Eiffel Tower from our room... comfortable flight easy, efficient check in.
- 48. and bring them to life!
- 49. Benefits of Video video now appears in 70% of the top 100 search results listings
- 50. Benefits of Video Videos are shared 1,200xmore than text and links combined Source: Simply Measured
- 51. Red Bull space jump
- 52. Clever stunt! 52m live views $64.8m cost $100m + of exposure
- 53. Going viral Source: JukinVideo
- 54. Going viral Source: JukinVideo
- 55. Chewbacca Mom Candace Payne 136 million views in 3 days Sold out on Amazon, Walmart, Toys R Us and many more Now selling for $300 on Ebay!
- 56. Bring reviews to life!
- 57. Bring reviews to life!
- 58. Bring reviews to life!
- 59. Bring reviews to life!
- 60. Bring reviews to life!
- 61. Bring reviews to life!
- 62. Bring reviews to life!
- 63. Bring reviews to life!
- 64. What to do tomorrow...
- 65. What to do tomorrow Embrace the negatives, and use reviews to learn, grow and improve your business. Invite customers to leave uncensored, real reviews the way they want to.
- 66. Any Matt Eames, CCO [email protected]