the death of advertising: how the customer became king

The death of advertising:

How the customer became king

Peter Mühlmann, CEO Trustpilot

business.trustpilot.co.uk

Mission

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Help consumers make better choices

Help companies to get good customer service and to be rewarded for having good

customer service.

If your customers aren’t happy, they can tell everyone about it

http://www.informationweek.com/software/social/10-worst-social-media-meltdowns-of-2013/d/d-id/1112936

business.trustpilot.com

business.trustpilot.com

77%

of UK consumers look at online reviews before making a purchasing decision.

Reviews revolution

Retailers which don’t listen to customers effectively may not survive

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Customers now have the power: not retailers

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How do reviews influence buyer behaviour?

Helps compare how you stand against your

competitors

Consumer becomes advisor,

tester, referrer

Positive buying experience encourages consumer to

continue interacting with you

Advocate Experience

BuyConsider

Evaluate

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59%

of people write negative reviews to protect others from a bad experience.

60%

of consumers have written an online review in the past year - of which 83% were positive.

Why do your customers write reviews?

Online reviews could generate 40% additional revenue for your business each year.

Engaging with reviews isn’t just a nice thing to do - it boosts your ROI

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15% say they are more likely to do business with a company after reading a response to a negative review that was resolved.

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We have more choice, and more technology - but Word of Mouth remains the best marketing money can’t buy

It’s still about people and dialogue -the basics never

changed

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Thank You

pm@trustpilot.com

@Peter_Muhlmann

business.trustpilot.co.uk

business.trustpilot.com