Surviving Your Changing Environment With Smart Insights

Matt West, Chief Revenue Officer, Feefo

Agenda

Feefo: An Introduction

Have I Got Reviews For You

How Consumer Behaviour is Changing

How Customer Insight Can Impact Your Business

The Importance of Real Reviews

Q & A

“amazing customer service…”

How we work

What we do

Every second, we help companies and brands listen and connect to their customers;giving them the tools to create better experiences, improve their products and grow their brand.

ConvertConnect Optimise

• Drive greater customers

• Increase sales & conversion

• Increase brand trust

• Product desirability

• Optimise spend

• Collect various types of UGC

• Target audiences & touchpoints

• Use multiple channels to collect

• Private or public feedback

• Close the loop with customers

• Understand the VoC

• Drive process enhancement

• Measure performance

• Optimise product offering

• Prioritise suppliers

INSIGHT AUTOMATECROSEO ADVERTISECHANNEL TAILOR TARGET RESPOND

Who we work with

TravelRetail Financial Services

Trusted by over 5,000 brands including:

Why reviews

94% of consumers are affected by reviews when making a purchase

84%of consumers trust real customer reviews as much as personal recommendation from friends and family

93%of internet users read product reviews online

£23bn of UK spending is influenced by online reviews

1.0x

1.2x

1.8x

4.4x

Ads on websites Company social mediaposts

Company sponsoredcontent

Consumer written onlinereviews

Why reviews

Consumers trust peer content over 3xmore than

content from companies

Source: Salesforce Research, BrightLocal 2016 Consumer Review Survey, Business2community, Forrester, CMA

But it doesn’t come easy…

20s

in 88%of consumers read at least 10 reviews before deciding to make a purchase

It takes between 6 and 24reviews before a consumer starts to trust a brands

89%of consumers are worried about fake reviews

83%of consumers want reviews to be better policed

Growing consumer mistrust

How we’re using real insight to help

our customers make better business decisions

Simplifying the Customer Journey

Feefo’s Smart Themes

190%Increase in

conversion rate

“We have been so impressed by the success of Smart Themes. The Perfume Shop invest a lot of resources into creating the best customer experience possible and are constantly looking for ways to make the purchasing experience more personal.

“By giving our customers the opportunity to read only the reviews that are relevant to them, we make it really easy for them to access other customers feedback and make their buying decision easier. I was really impressed with how quick and easy it was for Feefo to deliver Smart Themes – we were up and running in no time!”

Laura CroucherHead of Digital - The Perfume Shop

Increase Online Conversions

49%Conversion to purchase on

highest visited product

Improved CX and trust for website visitors

Increased sales

7.8% Conversion increase in ‘add to basket’

Increase Online Conversions

Understanding Customer Sentiment

Feefo’s Performance Profiling

Top Positive Sentiment:

Delivery 75% (756 Mentions)

Top Negative Sentiment:

Customer Service 40%(64 mentions)

“We wanted the ability to show we listen to our customers and Feefo has given us the perfect opportunity to connect and demonstrate our fantastic customer service.

Performance Profiling helped us to see what we could do to improve our delivery processes and opened up some really interesting conversations between us and the customer. The conversations were fed back to the relevant decision makers, who were able to take action and improve the customer experience.”

Rachel LewisCustomer Response Co-Ordinator, Iceland

Improve Your Customer Experience

150,000+ Verified Reviews

“Feefo’s Business Insights are a crucial element of our development strategy. By pinpointing individual locations through their ratings and reviews, we can identify underperforming hotels and rectify problems, as well as highlighting and rewarding thriving ones.”

Danny CatapanoPerformance Marketing Manager, On The Beach

Inform Better Business Strategy

Improve Google Ads Performance

“Loved the water sports and tuition delivered by very friendly staff.”

“Kids felt welcome and loved the activities.”

“Brilliant location, fantastic facilities, great activities, wonderful childcare”

29%Increase

In Click Though Rate

*Review Based Advertising (RBA)

Brand Transformation

Open PlatformInvitedRepaired

Brand Protection: Our Contribution to the Industry

• Clear T’s and C’s for review authors that need to be accepted

• Unbiased and clear methods of collecting consumer reviews

• Protect review authors personal information

Collection

Moderation• Ensure every review meets strict guidelines imposed on the 3rd party review company

• Enforce manual, automated and combined moderation processes for review content

• No editing of content prior to or after publication

Publication• All approved content is displayed in full along with the submission date

• Review author controls their personal information that is to be published in full and can remove their review at any time

• Suppliers should respond to reviews as best they can

ISO/FDIS 20488

The Real Value of Insight

Generate quality content & insights

Increases Quality Score which can inturn reduce Cost-per-Click andincrease SEO ranking

Seller Ratings in AdWords can increase CTR by an average 10%

Reviews of 50 or more, per productcan mean a 4.6% increase inconversion rates

Online reviews produce an averageof 18% uplift in sales

Using artificial intelligence to automatically extract most positive snippets and generate higher CTR andconversions

Tagging allows merchants to achieve an understanding of key areas for bothunderperformance and success

Generate Content – Review Based Advertising can increase CTR by over 70%

Drive revenue growthImprove marketing

efficiency

Boost SEO rankings and reduce pay-per-click costs

Analyse vast amounts ofauthentic user-generated content and transaction history

Improve conversion rates, creating merchant credibility and reducing churn

Using AI smart themes can achieve conversion rate increase of up to 15%

Integration of reviews on merchant site can achieve an uplift of up to 20% increase in organic traffic

Thank you!Any questions?