Best Practices for Generating More Ratings & Reviews
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Transcript of Best Practices for Generating More Ratings & Reviews
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, 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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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• 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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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 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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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
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
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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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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