PowerPoint Presentation

Feedback in real-timeHow brands are connecting with customers on the move.Matt Eames CCO

Todays topicsThe latest trends in reviews

Real, relevant and responsive

Their voice in their way

Wrapping up

The latesttrends in reviews

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Latest from BrightLocal92% of consumers now read reviews (vs. 88% in 2014)

44%

40% of consumers form an opinion after reading just 1-3 reviews (vs. 29% in 2014)

38%

of customers are impressed with a mobile optimised website (vs. 25% in 2013)say a review must be written within a month to be relevant

And fake reviews?

Do you trust online reviews as much as personal recommendations?20132015201431%21%22%Yes, if I believe theyre authenticReal reviews are increasingly important

Authenticity is the most important factor in trusting online reviews

Positive reviews are less influential (7% decrease year-on-year)

Source: BrightLocal Consumer Report 2015

In a nutshellConsumers are increasingly using reviews to make buying decisionsReviews need to be recent, relevant and reliableShoppers make buying decisions more quicklyMobile is an increasingly popular platform for shopping

Real, relevantand responsive

Using latest trends to connect with customers

Who are millennials ?

Born between 1980 2000A different world, a different worldview. Millennials have grown up in a time of rapid change, giving them a set of priorities and expectations sharply different from previous generations.Source: Goldman Sachs

Convenience is king1/3of millennials agree that smartphones will become their main purchasing toolSource: PwC

The power of feedback29%Of millennials age 18-24 cite reviews as one of their most important decision factorsSource: Barclays Feedback Economy Report

Millennials dont queue

McDonalds are moving with the timesSource: McDonalds

To improve the overall customer and employee experience:

self-ordering kiosks, handheld terminals and cashless payments.

A helping hand

Relevant and reliable reviews on the fly.

Near Field Communication (NFC)

Leave feedback at the point of sale

Multiple touch points

Resolve issues at the time

iBeaconSource: iBeacon.com

Disruptive technology

lose contact

Their voiceTheir wayEmpowering consumers to leavefeedback the way they want to

Persuasive UGC

Source: Crowdtap

59%54%53%46%45%40%ElectronicsAppliancesMobilePhonesHotelsTravelPlansCarsPercentage of consumers influenced by User Generated Content (UGC)

The Evolution of Content

WikisQ and A sitesBlogsVideoReviewsCompetitionsSocial MediaPhotosForms of UGC

Benefits of UGCUGC videos get more views than brand owned content10xSource: KissMetrics

Benefits of UGCof search results for the worlds 20 largest brands are linked to UGC25%

Source: KissMetrics

Case Study: BurberrySales surged 50% Y-O-Y following launch of site

Burberry launchedThe Art of the Trench website in 2009, where users could upload and comment on pictures of people wearing Burberry products. Burberrys ecommerce sales surged 50% year-over-year following the launch of the site.

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Case Study: Starbucks

Starbucks earned publicity and proved that they strongly value customer feedback

Starbucks White Cup Contest launched in April 2014. Customers across the country were asked to doodle on their Starbucks cups and submit pictures as entries. The winning entry would be the template for a new limited edition Starbucks cup. Nearly 4,000 customers submitted entriesin a three week span. The contest was a great way for Starbucks to earn publicity and prove that it strongly valued customer feedback.24

Case Study: Coca-Cola

increase in US sales2%

To help boost top-of-mind awareness, Coca-Cola created the Share a Coke campaign, throughout which the company produced Coke bottles with customers names on the labels and handed them out throughout different cities, in order to increase its exposure on Twitter. Customers were then asked to share the pictures of their personalized coke bottle on Twitter and other social media platforms. The company attributes the campaign toa 2% increase in U.S. salesafter over a decade of declining revenues.

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Bringing reviews to life

Unlocking the potential of reviews with photo and video

Bring Reviews to Life!90% of information transmitted to the brain is visual.

Bring Reviews to Life!visuals are processed 60,000xfaster in the brain than text

Benefits of Video

video now appears in 70% of the top 100 search results listings

Benefits of Video

85% of customers are more likely to purchase after watching a product video.Source: Kissmetrics

Bring Reviews to Life!increase in views on content that has relevant images94%

Source: Kissmetrics

Simple UGC

Source: JukinVideo

Simple UGCSource: JukinVideo

can have massive impact136 million views in 3 days

Sold out on Amazon, Walmart, Toys R Us and many more

Now selling for $300 on Ebay!

Customers will give you video reviews

Customers will give you video reviews

even for the strangest of things!

even for the strangest of things!

Wrapping up

Using a reviews platform to collect genuine reviews

A bit about us

Benefits to your business17% boost to CTR on ads on average building trust with potential customers and driving qualified trafficand increasing traffic and conversions by as much as 35% as a resultVerified reviews contribute toseller ratings (stars) in searchlistings

Source: GoogleSource: GoogleSource: Kiss Metrics

What to do tomorrow

Make sure your reviews improve your website traffic, on-site conversions and salesEnsure customers can read, leave and trust reviews on the move

What to do tomorrowUse reviews to gain actionable insightsIdentify trends and themes in feedbackAsk custom questions for targeted responsesCreate reports across multiple levels

Ensure you are investing in genuine reviews and maximising the benefits!

Any Thank you!matt.eames@feefo.com