abtoi - the power of customer reviews
TRANSCRIPT
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The Power of Customer ReviewsBen Clarke-SmithHead of Customer Success
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are you
listening comfortably?
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Trusted conversations
Complete coverage
No lengthy questionnaires
At the right time
To the right people
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Reviews influence 89% of purchasing decisions
Source: BrightLocal Consumer Report
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Customer feedback
has changed
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Online or instore
Desktop, mobile or tablet
Text, pictures and video
24hrs a day, 7 days a week
Categorised
Quantified
100% verified
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95% of unhappy customers would return
Source: National Association of Retail Marketing
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Clarity of insight
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Actionable insights
Automated reporting
One to one
One to many
Trend analysis
Customer profiling
Understanding
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72% say positive reviews increase trust
Source: BrightLocal Consumer Report
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It’s simple to get trust:
1. Guarantee reviews are from
genuine customers
2. Do not moderate!
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Consumers spend four times as long on
site when they interact with bad reviews.
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67% They convert
More highly than the
average consumer.
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68% trust feedback more
when they see good
and bad scores
Source: eConsultancy
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30% Suspect censorship when they don’t see bad
scores
Source: eConsultancy
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Only 5% say they
won’t buy a
product with bad
reviews
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CRO Benefits
A product with a one
star review
Has 110% more
chance of selling,
compared to a product
with no reviewsSource: Google
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What to do with all that feedback…
Using Customer
Reviews…Drive Traffic – Increase Conversions – Gain Insights
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Companies spend
billions on reputation
management
and growing their brand...
…When they could
be using their
customers to do their
work for them!
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PPC Benefits
Adding seller ratings to a search ad
boosts CTR by an average of
17%Source: Google AdWords blog
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Product page reviews – increase sales – enhance SEO
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(175 reviews)Increase in conversions,
just by placing scores
next to ‘Buy Now’
6%Source: Feefo
CRO Benefits
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Integrate reviews on social pages
Integrate reviews
directly on social
media.
Links to product
pages.
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• Actionable insights
• Integrate learnings
throughout your
business
• Reward success
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Review quantity - The more reviews the bigger the ROI
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Don’t forget store reviews
• 85% of consumers investigate your business online before they visit.
• 57% read about you whilst they’reactually there.
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Feedback from
Merchants estimate
each new customer
in their database is
worth an extra £5 in
annual sales
Not to mention the
business
intelligence.
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The future of reviews…
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Visuals are processed 60,000 x
faster in the brain than text.
90% of information transmitted to the
brain is visual.
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video now appears in 70% of the top
100 search results listings
Most Trusted Reviews
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85% Of customers are more likely to purchase
after watching a product video.
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User Generated Content videos get
10 x more views than brand-owned
content.
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So if you’re not using Customer Reviews properly…