Best Practices for Generating More Ratings & Reviews
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The document outlines best practices from PowerReviews for generating more customer reviews, emphasizing the importance of follow-up emails, mobile optimization, and incentivizing customer participation. It provides benchmarks on review coverage and conversion rates, highlighting the significant impact of user-generated content on sales. Additionally, it discusses strategies for enhancing engagement and establishing loyalty through gamification and personalized communication.
Best Practices for Generating More Ratings & Reviews
- 1. PowerReviews, Inc Confidential Best Practices for Generating More Reviews May 27, 2015 1
- 2. 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. 2
- 3. 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 3
- 4. PowerReviews, Inc Confidential Agenda Best Practices for Maximizing Content Benchmarks Reviews Follow up Emails Write a Review Leverage Syndication Social Answers 4
- 5. PowerReviews, Inc Confidential PowerReviews by the Numbers 10years in the reviews business 1,000+clients 83clients in the IR top 500 5,000+site 20languages 90+New clients since Independence Day 27,000,000reviews moderated largest syndication network 700,000,000 visitors a month | 2,500 retailers 5
- 6. PowerReviews, Inc Confidential Best Practices Maximizing Content to Drive More Sales 8
- 8. PowerReviews, Inc Confidential Maximize User Generated Content on your product page: ● Reviews ● Q/A Measure Success: ● Coverage and Quality ● Collection Performance ● Conversion Impact Success Benchmarks Important success measurements 10
- 9. PowerReviews, Inc Confidential Products with 1+ review: 28% Average coverage 73% Top 10 percentile coverage Products with 5+ reviews: 11.5% Average coverage 37% Top 10 percentile coverage Products with 10+ reviews: 7.5% Average coverage 25% Top 10 percentile coverage Product Review Benchmarks Product Coverage 11
- 10. PowerReviews, Inc Confidential Product Review Benchmarks Collection & Conversion Impact Follow-up Email Performance 37% Average open rate 50% Top 10 percentile open rate 3.6% Average conversion from emails sent to reviews written 7.7% Top 10 percentile conversion from emails sent to reviews written Product Review Impact to Conversion 5.5% Conversion uplift of customers who viewed the reviews 21% Conversion uplift of customers who engaged with the reviews 12
- 11. PowerReviews, Inc Confidential Product Questions & Answers Internet 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 13
- 12. PowerReviews, Inc Confidential Ratings & Reviews 14
- 13. PowerReviews, Inc Confidential Review Creation Funnel Online and Offline Transactions Email Open Rate Email Click Through Start Review Solicit Reviews via Email Submit Review 15
- 14. PowerReviews, Inc Confidential Access to Consumers Access to consumers 16
- 16. 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 18
- 17. 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 19
- 18. PowerReviews, Inc Confidential Best Practice: Mobile Optimization > 50% of emails being opened on a mobile device 20
- 19. 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 21
- 20. PowerReviews, Inc Confidential Write a Review 22
- 21. PowerReviews, Inc Confidential Best Practice: Write a Review 1000’s of Industry & Category Specific Questions 23
- 22. PowerReviews, Inc Confidential Best Practice: Write a review Responsive/Mobile optimized 24
- 23. PowerReviews, Inc Confidential 55% of consumers not writing reviews cited needing motivation to do so Social Loyalty: What’s in it for me? 25
- 24. PowerReviews, Inc Confidential 600% Increase in images and videos uploaded to customer reviews 26
- 25. PowerReviews, Inc Confidential Best Practice: Engagement Based Loyalty Levels and Rules 27
- 26. PowerReviews, Inc Confidential Best Practice: Loyalty Program Motivate 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 Contributors Identify and highlight top content contributors Automated Rewards Notification Automatically notify consumers as they earn rewards Custom User Actions Add custom events for consumers to receive awards 28
- 28. PowerReviews, Inc Confidential Syndicate review content from brands Increase retail conversion $ 30
- 29. PowerReviews, Inc Confidential Syndicate review content to retailers Increase awareness, drive retail sales $ 31
- 30. PowerReviews, Inc Confidential Fast answers convert shoppers to buyers 32
- 31. PowerReviews, Inc Confidential Social Answers Multiple answer sources Intelligently route questions to internal subject matter experts, verified buyers, or our on demand answer community. 33
- 32. PowerReviews, Inc Confidential Social Answers Quick Answers from Past Purchases 34
- 33. PowerReviews, Inc Confidential Social Answers Detailed Answers from Subject Matter Experts 35 > 50% of emails being opened on a mobile device 32% conversion lift for products with Q&A
- 34. PowerReviews, Inc Confidential Social Answers Virtual FAQ Q&A on your product pages dynamically create a virtual FAQ, reducing future questions and improving organic search traffic. 36
- 35. PowerReviews, Inc Confidential Take Aways Benchmarks Reviews Follow up Emails Write a Review Leverage Syndication Social Answers 37