customer reviews for ecommerce - volo commerce guide to web marketing
TRANSCRIPT
The Digital Word of Mouth
£1bn £14bn £23bn
The Digital Word of Mouth
bn
89% of Internet users say reviews influence
their purchasing decision
Source: etailing Group
79% Read reviews about you before deciding
whether or not to visit your
outlet or site
Source: BrightLocal Consumer Report
But the
problem is…
Source: Yelp.com
James Kay
TripAdvisor Spokesperson
We have a team of over 300 content
specialists using sophisticated tools and
techniques, including best practices from
industries such as banking, to catch fraud.
A better,
simpler solution?
Source:
Caters
News
Agency
Open vs Closed Platform – At a Glance
Open Closed
Anyone can leave a review: Tom,
Dick and Harry
Only customers that have made a
transaction are invited to leave a
review
Non verified reviews cannot be
sent to Google
All reviews are verified and sent to
Verification Process is lengthy and arduous for the customer
Reviews are purchase verified, by invite only, and 100% Trusted
SEO Benefits
Customer reviews improve
your search rankings
Keywords and merchant name in reply
SEO Benefits
SEO Benefits
25%Of search results for the world's 20
largest brands are links to user-
generated content.Source: Kissmetrics 2015
(175 reviews) Increase in conversions,
just by placing scores
next to ‘Buy Now’
6%Source: Feefo
CRO Benefits
CRO Benefits
A product with a one
star review
Has 110% more
chance of selling,
compared to a product
with no reviews
(Google)
PPC Benefits
Adding seller ratings to a search ad
boosts CTR by an average of
17%Source: Google AdWords blog
PPC Benefits
• Drive more qualified traffic
• Provide useful information to consumers
• Differentiate product quality
Social Media Benefits
Customer
reviews drive
social traffic
Social Media Benefits
Social Media Benefits
Business Insights
Case Study: Monarch Airlines
Feefo has provided us with an excellent source of
customer insight over the past 18 months; allowing us to
track and report on a monthly basis to better
understand movements in negative feedback.
Ian Chambers, Head of Digital & Marketing at Monarch Airlines
Case Study: Monarch Airlines
Adding the Feefo Widget below the
basket summary created higher trust,
leading to:
3.01% uplift in revenue per visitor.
2.94% increase in total flight bookings.
Case Study: Pet Drugs Online
147,000
12,416
100s
invited to talk
conversations took place
of insights
Case Study: Pet Drugs Online
31%
8%
99%
Company growth, and accelerating
Versus market average of
Feefo Service Rating
Case Study: Gopak
Case Study: Gopak
CPC decrease of 12%29% increase in CTR
Bounce Rate decrease of 8%6.7% increase in Conversion Rate
Organic Traffic increase (y-o-y) of 245%
The future of reviews…
