Best Practices for Generating More Ratings & Reviews

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  • PowerReviews, Inc Confidential

    Best Practices for Generating More Reviews

    May 27, 2015

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  • PowerReviews, Inc Confidential

    Ask Questions Post them in the questions panel on the right of

    your screen. We will answer at the end.

    You will receive a link to the recorded webinar.

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  • PowerReviews, Inc Confidential

    Speaker

    As Chief Customer Officer, Matt Parsons primary focus is client satisfaction. With more than 15 years of client service experience, managing client success, software implementation, technical support, sales operations, customer renewal and content moderation functions in the financial, telecommunications and e-commerce industries, Matts first foray in e-commerce was at Fogdog.com. Prior to joining PowerReviews, he managed a sales operations team at Qwest Communications and prior to that was a Senior Consultant at BearingPoint.

    Matt Parsons

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  • PowerReviews, Inc Confidential

    Agenda Best Practices for Maximizing Content

    Benchmarks

    ReviewsFollow up Emails

    Write a Review

    Leverage Syndication

    Social Answers

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  • PowerReviews, Inc Confidential

    PowerReviews by the Numbers

    10 years in the reviews business

    1,000+ clients

    83 clients in the IR top 500

    5,000+ site

    20 languages

    90+ New clients since Independence Day

    27,000,000 reviews moderated

    largest syndication network700,000,000 visitors a month | 2,500 retailers

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  • PowerReviews, Inc Confidential

    Best Practices Maximizing Content to Drive More Sales

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  • PowerReviews, Inc Confidential

    Benchmarks

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  • PowerReviews, Inc Confidential

    Maximize User Generated Content on your product page: Reviews Q/A

    Measure Success: Coverage and Quality Collection Performance Conversion Impact

    Success BenchmarksImportant success measurements

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  • PowerReviews, Inc Confidential

    Products with 1+ review:28% Average coverage73% Top 10 percentile coverage

    Products with 5+ reviews: 11.5% Average coverage37% Top 10 percentile coverage

    Products with 10+ reviews: 7.5% Average coverage25% Top 10 percentile coverage

    Product Review BenchmarksProduct Coverage

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  • PowerReviews, Inc Confidential

    Product Review BenchmarksCollection & Conversion Impact

    Follow-up Email Performance 37% Average open rate50% Top 10 percentile open rate

    3.6% Average conversion from emails sent to reviews written7.7% Top 10 percentile conversion from emails sent to reviews written

    Product Review Impact to Conversion5.5% Conversion uplift of customers who viewed the reviews21% Conversion uplift of customers who engaged with the reviews

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  • PowerReviews, Inc Confidential

    Product Questions & AnswersInternet Retailer Top 100 Customer Performance

    Answer Rates from Ask Product Owners

    4.1% Questions answered less than 3 hours

    46% Questions answered less than 24 hours

    8.7 hours Median Time to First Answer

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  • PowerReviews, Inc Confidential

    Ratings & Reviews

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  • PowerReviews, Inc Confidential

    Review Creation Funnel

    Online and Offline Transactions

    Email Open Rate

    Email Click Through

    Start Review

    Solicit Reviews via Email

    Submit Review

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  • PowerReviews, Inc Confidential

    Access to Consumers

    Access to consumers

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    Follow-up Emails

  • PowerReviews, Inc Confidential

    Best Practices: Follow-up Emails

    Personalize the email Keep it simple Subject lines should be 55 characters or less Single column; 16-18px font Include image and link to the product Make the Write a Review action stand out Send additional follow ups to those customers that

    did NOT open the first email Dont include other marketing or sales calls to

    action

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  • PowerReviews, Inc Confidential

    Incent customers to write reviews via a promotion

    Clearly communicate promotions rules

    Brand promotion appropriately.

    Use the promotion name in both subject line and body of the follow up email.

    Best Practices: Follow-up Email Incentive

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  • PowerReviews, Inc Confidential

    Best Practice: Mobile Optimization

    > 50% of emails being

    opened on a mobile device

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  • PowerReviews, Inc Confidential

    PowerReviews Follow-up Email

    Easy to set-up Follows all best practices Customizable messaging Mobile-optimized Included with the PowerReviews

    review solution Constantly measuring & improving

    performance

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  • PowerReviews, Inc Confidential

    Write a Review

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  • PowerReviews, Inc Confidential

    Best Practice: Write a Review1000s of Industry & Category Specific Questions

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  • PowerReviews, Inc Confidential

    Best Practice: Write a reviewResponsive/Mobile optimized

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  • PowerReviews, Inc Confidential

    55% of consumers not

    writing reviews cited needing motivation

    to do so

    Social Loyalty: Whats in it for me?

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  • PowerReviews, Inc Confidential

    600% Increase in

    images and videos uploaded to

    customer reviews

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  • PowerReviews, Inc Confidential

    Best Practice: Engagement Based LoyaltyLevels and Rules

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  • PowerReviews, Inc Confidential

    Best Practice: Loyalty ProgramMotivate consumers to write reviews with gamification and rewards

    Gamification Reward consumers for contributing content

    Customize Points, Badges and Leaderboards Support your brand identity using standard CSS

    Highlight Top ContributorsIdentify and highlight top content contributors

    Automated Rewards NotificationAutomatically notify consumers as they earn rewards

    Custom User Actions Add custom events for consumers to receive awards

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  • PowerReviews, Inc Confidential 29

  • PowerReviews, Inc Confidential

    Syndicate review content from brandsIncrease retail conversion

    $

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  • PowerReviews, Inc Confidential

    Syndicate review content to retailersIncrease awareness, drive retail sales

    $

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  • PowerReviews, Inc Confidential

    Fast answers convert shoppers to buyers

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  • PowerReviews, Inc Confidential

    Social AnswersMultiple answer sources

    Intelligently route questions to internal subject matter experts, verified buyers, or our on demand answer community.

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  • PowerReviews, Inc Confidential

    Social AnswersQuick Answers from Past Purchases

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  • PowerReviews, Inc Confidential

    Social AnswersDetailed Answers from Subject Matter Experts

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    > 50% of emails being

    opened on a mobile device

    32% conversion lift for

    products with Q&A

  • PowerReviews, Inc Confidential

    Social AnswersVirtual FAQ

    Q&A on your product pages dynamically create a virtual FAQ, reducing future questions and improving organic search traffic.

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  • PowerReviews, Inc Confidential

    Take Aways

    Benchmarks

    ReviewsFollow up Emails

    Write a Review

    Leverage Syndication

    Social Answers

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  • PowerReviews, Inc Confidential

    Questions?

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