Best Practices for Generating More Ratings & Reviews

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PowerReviews, Inc Confidential Best Practices for Generating More Reviews May 27, 2015 1

Transcript of Best Practices for Generating More Ratings & Reviews

Page 1: Best Practices for Generating More Ratings & Reviews

PowerReviews, Inc Confidential

Best Practices for Generating More Reviews

May 27, 2015

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Page 2: Best Practices for Generating More Ratings & Reviews

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, Matt’s 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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Best Practices Maximizing Content to Drive More Sales

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PowerReviews, Inc Confidential

Benchmarks

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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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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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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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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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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

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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• Don’t 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 promotion’s 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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Write a Review

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Best Practice: Write a Review1000’s 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: What’s in it for me?

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600% Increase in

images and videos uploaded to

customer reviews

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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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Syndicate review content from brandsIncrease retail conversion

$

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Syndicate review content to retailersIncrease awareness, drive retail sales

$

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Fast answers convert shoppers to buyers

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Social AnswersMultiple answer sources

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

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Social AnswersQuick Answers from Past Purchases

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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

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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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Questions?

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