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The Power of Customer Feedback
Chris Campbell, CEO
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Customer reviews have a longer life than social content
18 minutes vs 3 months
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Reviews directly impact consumer decisions and your brandʼs revenue
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90 percent of consumers say that their buying decisions are influenced by online reviews. Dimensional Research, 201390%Reviews
directly impact consumer decisions and your brandʼs revenue
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4-out-of-5 consumers reverse a purchase decision after reading a negative review.
Cone Online Influence Trend Tracker, 2011
90 percent of consumers say that their buying decisions are influenced by online reviews. Dimensional Research, 201390%Reviews
directly impact consumer decisions and your brandʼs revenue
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4-out-of-5 consumers reverse a purchase decision after reading a negative review.
Cone Online Influence Trend Tracker, 2011
90 percent of consumers say that their buying decisions are influenced by online reviews. Dimensional Research, 2013
88 percent of consumers trust reviews as much as recommendations from friends and family.Search Engine Land
90%Reviews directly impact consumer decisions and your brandʼs revenue
88%
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Reviews directly impact consumer decisions and your brandʼs revenue
A one-star rating decrease causes a 5-9% loss in customer acquisition and revenue. Harvard Business School, 2011
4-out-of-5 consumers reverse a purchase decision after reading a negative review.
Cone Online Influence Trend Tracker, 2011
90 percent of consumers say that their buying decisions are influenced by online reviews. Dimensional Research, 2013
88 percent of consumers trust reviews as much as recommendations from friends and family.Search Engine Land
90%
88%
Over half expect response within 7 daysResponding to Consumer Reviews
Research
1 in 4 expect a response within 3 daysResponding to Consumer Reviews
Research
54% say reviews influence > advertisingWomen Find Reviews More Influential
Research
88% of consumers call or visit within 24 hours of searching.The Mobile Movement, 2011
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Reviews impact SEO
The more reviews you have, the more visible you are on a map
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Chicago Grind - Edgewater - Chicago, IL | Yelp www.yelp.com > Food > Coffee & Tea Rating 4 • 16 reviews - Price range: $
YELP RESULT
Little Coffee Co. www.littlecoffeeco.com 3 reviews
LOW RANKING RESULT
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Average rating, review quantity and age likely affect search results
Reviews impact Facebooksearch & directory
4x faster than any other review siteFacebook reviews are growing fast
Research
Review Site Total Reviews
Citysearch 4
Facebook 25,850
Foursquare 724
Google+ 5,914
TripAdvisor 6,103
Yellowpages 88
Yelp 5,272
Zomato 70
Facebook is Growing 4x Faster
Increase in reviews for 250 restaurants over 6 month period.
Review Site Total Reviews
Citysearch 4
Facebook 25,850
Foursquare 724
Google+ 5,914
TripAdvisor 6,103
Yellowpages 88
Yelp 5,272
Zomato 70
Facebook is Growing 4x Faster
Increase in reviews for 250 restaurants over 6 month period.
ReviewTrackersIntroducing
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Managing and collecting reviews is work
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Managing and collecting reviews is work
Too many websites to monitor.
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Managing and collecting reviews is work
Too many websites to monitor.
Hard to track multiple locations.
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Managing and collecting reviews is work
Too many websites to monitor.
Hard to track multiple locations.
Difficult to generate new reviews and collect customer feedback
NEW!
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Managing and collecting reviews is work
Too many websites to monitor.
Hard to track multiple locations.
No notification of reviews.
Difficult to generate new reviews and collect customer feedback
NEW!
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Managing and collecting reviews is work
Too many websites to monitor.
Hard to track multiple locations.
Review data is hard to use.
No notification of reviews.
Difficult to generate new reviews and collect customer feedback
NEW!
ReviewTrackers has the solution
One dashboard to manage and monitor all your reviews
ReviewTrackers has the solution
One dashboard to manage and monitor all your reviews
Centralized PlatformReview and Reporting Dashboard with Insights
ReviewTrackers has the solution
One dashboard to manage and monitor all your reviews
NotificationsE-mail alerts and robust API’s to make sure the people that need to know get alerted.
Centralized PlatformReview and Reporting Dashboard with Insights
ReviewTrackers has the solution
One dashboard to manage and monitor all your reviews
NotificationsE-mail alerts and robust API’s to make sure the people that need to know get alerted.
Centralized PlatformReview and Reporting Dashboard with Insights
Increase Reviews 400%Automated review requests and feedback surveys emails to customers.
ReviewTrackers has the solution
One dashboard to manage and monitor all your reviews
NotificationsE-mail alerts and robust API’s to make sure the people that need to know get alerted.
Centralized PlatformReview and Reporting Dashboard with Insights
Intelligent ReportingPredictive insights and trends via dashboard, exportable reports or via our API’s.
Increase Reviews 400%Automated review requests and feedback surveys emails to customers.
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Feedback Tool Capture feedback
when customers are
less than satisfied.
Using this Feedback Tool, you
can evaluate sentiments
before a review gets posted.
Encourage your
promoters to
leave a review.
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Case StudiesIntroducing
68% unlikely to buy from an agent with zero online reviews
Millennials use reviews to purchase insurance
Research
Six months later….
400%
0.9 Star Rating
Started asking customers to leave reviews
Six months later….
4.2Star Rating
Chris + MeganPanel
Worldʼs Largest Automotive Franchise:• 1,300 Locations in North America• 1-50 Locations owned/manager
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Midas brand/location overview
• Growing disillusionment about the customer experience
• Inability to operationalize strategy internally
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The Issue
• Owners and employees freed up for revenue-generating work
• Created effective cadence and put the right people in the right place
• Listings generated more leads • Customer retention improved• Experience improvement• Corporate visibility• Big Data to drive operational and
experience improvement
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The Results
• To truly be connected to the customer, more is needed than just “social listening”
• Major culture shift: customer advocacy
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Megan [email protected]
Sign up for our free training at ReviewTrackers.com/workshop
Chris [email protected]
Your step-by-step guideto becoming a feedback-driven brand
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1. Claim your business listings
reviewtrackers.com/claim-business-page-yelp/
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2. Conduct an internal audit
• How are you ranking locally now? • What review sites have the most and
least reviews for each location?• What's your average rating? • How many reviews are you getting
per month? • Is your business responding to
reviews? If so, how long does it take?
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3. Develop a review response program that works • Who are the primary stakeholders? • Who will own the measurement, review responses?• How will you resolve complaints: customer service,
marketing, local vs. regional vs. home office
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4. Incorporate review content into your website
Build instant trust
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5. Transfer review data into insights and organizational change
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Megan [email protected]
Sign up for our free training at ReviewTrackers.com/workshop
Chris [email protected]
