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David Aparicio, Social Commerce Consultant

The Feedback Company

Contents

About eKomi

Market snapshot

How it works

Why eKomi?

Next steps

Online reputation management

•Headquarters in Berlin, Germany

•Europe’s largest independent feedback company

•More than 160 employees worldwide

•More than 10,000 clients across 24 countries

•Managed more than 8m customer reviews

•Multiple language support

Company Profile

Who uses eKomi?

Do you read customer reviews?

Almost all the top 50 online retailers have customer reviews

Price is less important when customer reviews are shown

The 8 Top Ranked Social Tactics

Sucharita Mulpuru, Vice-President and Principal Analyst at Forrester Research

Who do your Customers Trust?

Source: Forrester Research 2011

Recommendation from a friend

Recommendation from an expert

Recommendation from a customer who made a purchase

Recommendation from a forum

Content from blogs

•63% of customers said they tend to buy from online stores which have customer reviews & ratings (CompUSA & iPerceptions study)

•71% of online buyers read customer reviews, and 77% of these influence the buying decision (Forrester and Jupiter Research)

•Online consumer reviews are the second most trusted form of advertising (Nielsen, 2012 – 28,000 internet respondents in 56 countries)

•Customer reviews represent the most important tool used by consumers to guide and make their purchase (Gartner, 2012)

Independent Research

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Prospective buyer Satisfied customer

Customer makes a purchase(feedback management journey begins)

Customer leaves feedback(feedback collection)

eKomi reads, verifies and moderates the feedback(feedback management)

eKomi publishes the feedback(feedback marketing)

Prospective buyer reads the feedback/ UGC(social recommendation)

Prospective buyer decides to buy something(social commerce)

How eKomi Works

Pillars of eKomi

Customer & Product Reviews

Customer reviews focus on the customer experience and increase trust/ consumer confidence

Product reviews focus on the products and are displayed on the individual product pages

Customer Reviews – Feedback Collection

Intelligent online questionnaire designed to guide the customer and maximise feedback

Customer Reviews – Widget Integration

Widget displays real-time reviews, seller rating, stars and seal – with link to eKomi certificate page

Customer Reviews – Client Examplewww.mainlinemenswear.co.uk

Individually customised online questionnaire provides valuable product feedback e.g. size, fit etc

Product Reviews – Feedback Collection

Product reviews are displayed directly on the product pages in order to increase the conversion rate and SEO

Product Reviews – Integration Example

Product Reviews – Client Example

Search on Google for ‘A'kin Skin Care Sandalwood & Neroli’ – then start removing keywords

Other Feedback & Market Research

Satisfaction surveys, competitor analysis, psychological purchasing patterns, purchase-path analysis etc

Measure your results, organise data and access key statistics and reporting tools with the eKomi user interface

Use your eKomi customer reviews and stars for both online and offline marketing campaigns and PR initiatives

Powerful Tools for Marketing and PR

Google Shopping

Integration of eKomi Product Reviews on Google Shopping

Google Product Search

Integration of eKomi Product Reviews on Google Product Search

Google Price Comparison

Integration of eKomi Seller Reviews on Google Price Comparison (You also get indexed on Google maps and Google Places)

Google Maps and Google Places

Get indexed on Google Maps and Google Places

Stars and Reviews in Google AdWords

Seller rating extensions give you increased credibility, more traffic, higher CTR, enhanced quality score/ lower CPC

eKomi Certificate Page in Google

SEO optimised eKomi certificate page displaying enhanced seller profile and stars

Rich Snipppets

Enhanced visibility and trust within Google Search by displaying stars and other relevant information via Rich Snippets integration

SEO Value – Content is King

eKomi delivers what Google are looking for; self perpetuating key word rich, authentic, user generated content that is being constantly updated and spread across multiple pages = SEO JUICE

On average – we produce 30 words per review(20% of 25k x 30 = 150k words/ UGC per month)

Google Quality Score

Quality Score is a grade applied to your paid search advertising. The higher your grade, the less you're charged and the more prevalent your ads are.

Spend less on Adwords than your competitors and achieve a higher ad position

CTR x CPC x av. seller rating x no. seller ratings = Quality Score

Management Information/ UI

Comprehensive user interface provides real- time reporting and key management information via a PC or other internet enabled device

eKomi Facebook Integration

eKomi plugin enables you to display your reviews on your Facebook page

Social recommendation tool lets the customer post their reviews on their wall

More Relevant with Social Sharing

Letting customers post reviews directly to their favourite social networks will drive more traffic to your site while making you more relevant to customers

Source: Forrester research

Facebook Connect/ F-Commerce

Sell products from your Facebook page

Online Reputation Management

eKomi creates a controlled environment to manage your online reputation

Using multiple review portals will expose your brand to malicious feedback, anti-competitive behaviour and negative reviews

Example – Using Multiple Portals

Example – Competitor Links

Example – Using eKomi

Taking a proactive approach to reviews by using eKomi will protect your online reputation

•Reactive (Let public portals control your customer reviews) They are SEO experts and they own the content so you won’t see any long-term benefits unless you are the review portal

•Pro-active (Manage customer reviews in-house) In-house reviews are seen as testimonials which customers don’t trust and the content is not indexed on Google etc

•eKomi (Europe’s largest independent feedback company) We have the expertise, infrastructure and technology required to manage all your customer feedback requirements

Options – Managing Customer Feedback

Private Arbitration Process

eKomi’s reputation management system enables customer and supplier to amicably resolve misunderstandings offline before negative reviews are published.

•Customer reviews, product reviews, visitor feedback and surveys

•Authentic and transaction-based reviews (customers trust UGC)

•Neutral and Independent customer feedback (B2B and B2C)

•All reviews are manually checked in addition to software/ algorithms

•Private arbitration environment and process

•Widget, seal, certificate page and voucher interface/ incentive

•Key management information, reports and statistics

•Google integration, Facebook plugin and social recommendation

•Integration of stars and reviews in Google AdWords

Why eKomi?

•Increase AOV, achieve higher conversion rates and build trust

•Improve CTR with stars and reviews in Google AdWords

•Increase in sales/ profit and reduced return rates

•Increase organic SEO traffic and Google rankings

•Use feedback to make improvements across all departments

•Reduce online marketing costs and initiate new viral campaigns

•Lower CPC and enhanced Google quality score

•Integrate reviews and ratings into your CEM programs

•Optimise SEM, SEA & SEO strategy and grow your NPS number

The Return on Investment

eKomi Customer Study – Sales

58% said orders have increased by 31% or more since implementing eKomi

eKomi Customer Study – Traffic

54% said traffic has increased by 31% or more since implementing eKomi

eKomi Roadmap

•Scheduled features

•iPad/ tablet et solution Available now

•Happy customer counter Available now

•Social broadcast Q4 2012

•Multi-channel mobile app Q1 2013

•Social login Q2 2013

Next Steps

•Schedule a discovery session

•Discuss commercials/ trial period

•What are you waiting for? (We guarantee your business will benefit)

•Get started today!