An Insightful Investment Can genuine customer feedback benefit the finance industry? Matt West CMO
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An Insightful InvestmentCan genuine customer feedback benefit the finance industry?Matt West CMO
We’ll cover…
• Showcase
• Business Benefits
• Actionable Insights
• What to do tomorrow
ShowcaseHow is feedback being used in the finance industry?
Finance companies onboard
AXA’s Service Rating integration
• Links to a personalised page of real-time reviews
• Increases conversions by demonstrating trust*
Showcasing: Trust Signals
* Independent study on one retailer revealed a 6% increase in sales.
Zurich’s Light pop up
integration link…
…keeps customers on-site.
Showcasing: Improved Traffic
Lifesure and Simply Business seamlessly integrate reviews
via their live XML feeds
• Keyword rich, user generated content (UGC)
• Indexed by Google, increase website quality score
• Improved SEO
Showcasing: Review Integration
BusinessBenefitsThe value of genuine feedback
Benefits to your customers
89%of customers are influenced
by reviews
75%expect to be able to
leave feedback
79%trust feedback more when they
see good and bad scores
95%of unhappy customers would
return if an issue was dealt with quickly
Source: eTailing Group
Source: eConsultancy
Source: BrightLocal
Source: NARM
Benefits to your business
17%boost to CTR on ads on average…
…building trust with potential
customers and driving
qualified traffic…
…and increasing traffic
and conversions by as
much as 35% as a result
Verified reviews contribute toseller ratings (stars) in searchlistings…
Source: Google Source: Google
Source: Kiss Metrics
ActionableInsightsUsing genuine reviewsas rich, reliable data
• You can manipulate your data in many ways and download the results as CSV files or tie it directly in to your own system.
• Searches include (but are not limited to):
• Performance by period• By category • By product• By member of staff, office or team• By keyword• By customer
• Report scheduler will enable you to send automated, specific reports at chosen times, to relevant individuals e.g. Customer Service, Marketing and Sales
• The insight reports provide allows you to tailor Marketing communications relevant to the sentiment of each customer
Maximising feedback data
Reporting across all levels
Report across multiple records and hierarchical levels.
Schedule and e-mail reports to all levels of the business.
Trusted Data = Actionable Insights
Insight Tags – Tag reviews with themes to enable additional insights across your feedback
• Ability to send out individual NPS ®
campaigns
• NPS ® Dashboard – Ability to analyse by customer touch points and product types
• Email Alerts based on NPS ® score
Net Promoter Score®
Understanding customer feedback
What to dotomorrow...
What to do tomorrow…
• Make sure your reviews improve your website traffic, on-site conversions and sales
• Ensure customers can read, leave and trust reviews
What to do tomorrow…
• Use reviews to gain actionable insights• Identify trends and themes in feedback• Ask custom questions for targeted responses• Create reports across multiple levels
• Ensure you are investing in genuine reviews –and maximising the benefits!
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