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!

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]