Sagittarius Future Gazing - The Power of Customer Reviews
Transcript of Sagittarius Future Gazing - The Power of Customer Reviews
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The Power of Customer ReviewsBen Clarke-SmithHead of Customer Success
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are you listening comfortably?
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Trusted conversations
Complete coverage
No lengthy questionnaires
At the right time
To the right people
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Reviews influence 89% of purchasing decisions
Source: BrightLocal Consumer Report
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Customer feedback has changed
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Online or instore
Desktop, mobile or tablet
Text, pictures and video
24hrs a day, 7 days a week
Categorised
Quantified
100% verified
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95% of unhappy customers would return
Source: National Association of Retail Marketing
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Clarity of insight
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Actionable insights
Automated reporting
One to one
One to many
Trend analysis
Customer profiling
Understanding
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72% say positive reviews increase trustSource: BrightLocal Consumer Report
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Feefo Machine Learning
Supporting Expedia to understand and engage at volume
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63,000 monthly reviews
12,600 detractor comments
2,520 actioned
16 languages
10 staff
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Learning
Automation
Personal
Logic
Sentiment
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System View: insight tags
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System View: automated responses
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Impact of machine learning:
Tagging:
All feedback = 394 days
Tagging & Responding:
All feedback = 919 days
That’s 2.5 years of office hours per month
Saved
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“In this age of Big Data, organizations that can realize value from their data assets faster through advanced analytics such as machine learning will become winners and others
will be left behind.” Martin Hack, Skytree
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