Feefo, the world's most trusted ratings and reviews platform were invited to speak at The Adventure Travel Show 2016. If you missed the talk, check out the slides!

1. The Power of Customer
Reviews
Melisa Young
Feefo, Head of Branding & Comms
Melisa.young@feefo.com

2. About Feefo
• Global leader In product/service reviews combined
• Only genuine customers invited to review
• Fighting Fake Reviews since 2010
• Used by more than 2,500 in all markets across the
globe
• We send 10 feedback requests every second,
generating a review every 2.4 seconds
• More than 30 million reviews so far!

3. 89%of internet users say reviews
influence their purchasing
decision
Source: etailing Group

4. 79%Read reviews about you before deciding
whether or not to visit your
outlet or site
Source: BrightLocal Consumer Report

5. 75%
expect to be able to
feedback on their
experience
Source: BrightLocal Consumer Report

6. Companies spend
billions on reputation
management
and growing their brand...
…When they could
be using their
customers to do their
work for them!

7. 25% Of search results for
the world's 20
largest brands are
links to user-
generated
content.
Source: Kissmetrics 2015

8. What is most
important about a
travel review ?
?

11. It’s simple to get trust
Guarantee reviews are from
genuine customers
Do not moderate!
1
2

12. 68%trust feedback more
when they see good
and bad scores
Source: eConsultancy

13. 30%Suspect faked or
censored views,
when they don’t
see bad scores
Source: Reevoo Statistics

14. 65%choose the business
that responds to
reviews
Source: Business.com (The Missing Ingredient)

15. 84%say responses to reviews improves their overall
impression of a hotel
Source: PhoCusWright

16. When deciding between 2 places, 65% of people
will book with a responding establishment:
Source: Forrester

17. 95%of unhappy customers would return if an
issue was dealt with quickly and efficiently
Source: National Association of Retail Marketing

18. 4 x
Consumers spend
as long on your site when they interact
with bad reviews.
Source: Marketing Daily

19. 5%Wouldn’t buy a product with a bad
review
Only

20. All reviews are valid
One person’s ‘bad’ review is
another person’s ‘go-to’
• Lot’s of noisy kids in pool!
• Too quiet!
• Miles from anywhere!
• Music till late at night!



21. Customer reviews improve your
search rankings

22. Top Tips: Responding
Keywords and merchant name in reply

23. A product with a one
star review
Has 110% more
chance of selling,
compared to a product
with no reviews
(Google)

24. Adding seller ratings to a search
ad boosts CTR by an average of
17%
Source: Google AdWords blog

25. Google PLA Extensions
• Drive more qualified traffic
• Provide useful information to
consumers
• Differentiate product quality

26. “Sixty-five percent of social media
users from ages 18 to 24 consider
information that's shared on social
networks when making a
purchasing decision.” (eMarketer)

27. Feefo integrates into existing social campaigns
Customer
reviews drive
social traffic…

28. …and grow
sales!

29. Top Tips: Increasing Conversions
(175 reviews)
In conversion, just by
placing scores next to
‘Buy Now’
6%
A further
Source: Feefo

30. Top Tips: Learning and Growing

31. Don’t forget store reviews!
All tied in to one view
On and offline purchases

32. What is Feefo Places?
A way for bricks and mortar businesses
to gather feedback about their
products and services.

33. The future of reviews…

34. Visuals are processed 60,000x
faster in the brain than text.
90% of information transmitted
to the brain is visual.
Source: 3M Corporation

35. video now appears in 70% of the
top 100 search results listings
Source: Kissmetrics

36. Landing pages with video have up
to 8xmore conversion than the
same page without a video.
Source: Marketingexperiments.com

37. Source: Single Grain - Science of Video Engagement

38. 10xmore views than
brand-owned
content.
UGC videos get
Source: thismoment.com: UGC insights

39. For a forthcoming whitepaper
on how to use reviews for SEO
please email:
James.perrin@feefo.com
Source: thismoment.com: UGC insights

40. So if you’re not using Customer Reviews
properly…
…your competitors will!