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!