How negative reviews can improve purchase intent - if brands know how to respond

How Negative Reviews Can

Improve Purchase Intent – If

Brands Know How to Respond

It’s time for businesses to

become more “human”…

Today’s speakers

Ray Mazur, Chief Information Officer Homax provides thousands of home improvement products including Goo Gone®, Magic®, Homax Products®, and Stone Care International®.

Dorothy Schiller, Director of MarketingSleep Revolution sleep solution company, offering mattresses, toppers, pillows and bed frames to North America consumers.

The Conversation Index VOLUME 6

82% of reviews are positive, but…

Brand responses improve perception

Conversational, human responses work best

Reviews uncover specific wins

35% increase in total sales (online + offline)

50% decrease in customer service calls

Insights from consumer questions

increases revenue

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• This slide will be where Amy asks Ray and Dorothy for one “closing thought” or AHA! Moment to share with attendees.

• Graphic/image could use logos from Sleep Revolution and Homax, or an image from The Conversation Index

• We won’t want text on this page, except for the headline, so Ray and Dorothy can speak extemporaneously if they wish.

The impact of consumer feedback for brands

The Conversation Index VOLUME 6

Ray Mazur, Homax – @rxm6hy or LinkedIn Dorothy Schiller, Sleep Revolution – [email protected] Amy Hayes, Bazaarvoice – @amymhayes1