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Inspiring To BuyTailoring The Customer Experience With UGC
Matt Eames, CCO
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Todays topics
Retailers relationship with UGC
The power of the play button for CX
Personalising the experience
Wrapping up
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A bit about us
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Retailers relationship with UGC
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The Evolution of Content
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Benefits of UGC
of search results for the worlds 20 largest brands are linked
to
UGC
25%Source: KissMetrics
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UGC for Retailers
UGC is a low-investment, high-impact way to generate social
conversation between a brand and its fans.
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Case Study: Burberry
Sales surged 50% Y-O-Y following launch of site
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Case Study: Coca-Cola
increase in US sales2%
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Case Study: Starbucks
Starbucks earned publicity and proved that they strongly value
customer feedback
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The power of the play button for CXWith customer review
content
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CX in 2017
of marketing leaders believe CX will be the key differentiator
for businesses in 2017. 89%
Source: Gartner
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Grabbing attention
The attention span of humans has fallen to 8 seconds since the
year 2000 (the rise ofmobile technology).
Source: Microsoft
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Bring Reviews to Life!
90%of information transmitted to the brain is visual.
Source: 3M Corporation
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Bring Reviews to Life!
visuals are processed 60,000xfaster in the brain than text.
Source: Business2Community.com
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Benefits of Video
85%of customers are more likely to purchase after watching a
product video.
Source: Kissmetrics
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Bring Reviews to Life!
increase in views on content that has relevant images.
94%Source: Kissmetrics
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Benefits of Video
video now appears in 70% of the top 100 search results
listings
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Benefits of Video
Videos are shared
1,200xmore than text and links combined
Source: Simply Measured
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Red Bull Space Jump
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Clever Stunt!
52m live views
$64.8m cost
$100m + of exposure
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Chewbacca Mom
Source: JukinVideo
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Source: JukinVideo
Chewbacca Mom
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UGC can have a massive impact
136 million views in 3 days
Sold out on Amazon, Walmart, Toys R Us and many more
Selling for $300 on Ebay!
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Benefits of UGC
UGC videos get 10 x more views than brand owned content10x
Source: KissMetrics
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Customers will give you video reviews
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Customers will give you video reviews
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even for the strangest of things!
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even for the strangest of things!
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Adding millennials into the equation
Born between
1980 2000A different world, a different worldview. Millennials
have grown up in a time of rapid change, giving them a set of
priorities and expectations sharply different from previous
generations.
Source: Goldman Sachs
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The power of feedback
93%Of millennials rely on consumer reviews before making a
purchase.
Source: Adweek
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3/4of millennials trust the reviews they read on brand
websites.
Source: Adweek
The power of feedback
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Millennials dont queue
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McDonalds are moving with the times
Source: McDonalds
To improve the overall customer and employee experience:
self-ordering kiosks, handheld terminals and cashless
payments.
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Disruptive technology
lose contact
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In a nutshell
Review content doesnt only help you
sell more, it keeps you close to your customers.
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Personalising the experience With User Generated Content
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Personalising CX
The sheer volume and variety of UGC makes it difficult
for customers to find relevant content that resonates in a more
meaningful way.
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People like me
Show me Size SmallMediumLargeX Large
StraightApplePearHour glass
Shape
ShortMediumTallGiant
Height
18-2526-3030-3535-40
Age
Inspire me!
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Inspire me!
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Inspire To Buy
1. Customer leaves a user-generated photo
2. Customer adds their dimensions
3. Fellow customers can filter content based on people with the
same dimensions
4. Used to inspire customers to find products from people like
them
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Wrapping upUsing a reviews platform to collect genuine
reviews
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What to do tomorrow
Consider its effectiveness at all stages of the customer
Journey
Start collecting User Generated Content
Personalise the experience with an omnichannel solution
Inspire To Buy!
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Any
Thank you!
[email protected]
Inspiring To BuyTodays topicsA bit about usRetailers
relationship with UGCThe Evolution of ContentBenefits of UGCUGC for
RetailersCase Study: BurberryCase Study: Coca-ColaCase Study:
StarbucksThe power of the play button for CXWith customer review
contentCX in 2017Grabbing attentionBring Reviews to Life!Bring
Reviews to Life!Benefits of VideoBring Reviews to Life!Benefits of
VideoBenefits of VideoRed Bull Space JumpClever Stunt!Chewbacca
MomChewbacca MomUGC can have a massive impactBenefits of
UGCCustomers will give you video reviewsSlide Number 27even for the
strangest of things!even for the strangest of things!Adding
millennials into the equation The power of feedbackSlide Number
32Millennials dont queueMcDonalds are moving with the
timesDisruptive technologyIn a nutshellPersonalising the experience
Personalising CXPeople like meInspire me!Inspire To Buy Wrapping
upWhat to do tomorrowSlide Number 44
