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Do you know what your customers are saying about your products? How about off line and online?Room & Board has been designing contemporary home furnishings for more than 30 years. With only 11 retail locations across the US, the company depends on word-of-mouth recommendations to drive sales. It was very important to Room & Board that their customers were able to share their experiences regardless of whether they shopped in-store, online, or over the phone. Please join Kimberly Ruthenbeck, Director of Web Experience for Room & Board on Wednesday, May 23 where she will highlight the success Room & Board has seen from implementing a cross-channel reviews solution.Some of the results include: - 21% higher average order value - 68% of onlines sales come from products with reviews - 3x Increase in conversion for customers who read reviews
Citation preview
Room & Board Links On and Offline Conversations to Increase Sales
Today’s Speakers
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Dave HawleyProduct Marketing
Kimberly RuthenbeckDirector of Web Experience
Moderator: Don DavisEditor
Today’s Webinar Agenda
1. Room & Board E-Commerce Goals
2. Why PowerReviews
3. Live Demo RoomandBoard.com
4. Social Commerce Success Story
5. Q&A
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Enter your questions into the GoToWebinar Module
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#SocialSales
For more than 30 years, American Made
Modern Home Furnishings
Goals• Improve customer experiences on
and offline• Engage our customer• Enhance product development• Increase sales
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• Speed and ease of integration• Enhance product development• Rich, relevant, and recent
keywords supercharges SEO
Why PowerReviews?
“Between the increase in the average order value and the ability to adjust and improve our customer experience, we can draw distinct connections between Customer ReviewsTM
and our business growth.
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- Kimberly Ruthenbeck Director of Web Experience
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The Game Plan
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80-90% Of entire customer base receive follow-up email
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Customer Reviews Sources
In-store
Online
Call Centers
60% Of online reviews come from in-store purchase
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The Results
21% Higher average order value for customers who read a review.
57% Conversion rate for visitors who read a review
3XIncrease in conversion for customers who read reviews compared to those who don’t.
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Reviews Improve Product Design
Used customer feedback to redesign sofa cushions
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Reviews Improve Product Descriptions
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Reviews Bring Keyword Density
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Valuable User Generated Content
Follow-up with 1-star reviews
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• Increasing Sales and Average Order Value• Delivering Exceptional Customer
Experiences Off-Line and Online• Enhancing Product Development
A Win for Room & Board & Their Customers
Visit: http://www.roomandboard.com/rnb/
“Our online sales are growing steadily month after month, and
our in-store customers come much more prepared having
done extensive research using Customer Reviews.
- Kimberly Ruthenbeck Director of Web Experience
#SocialSales
Enter your questions into the GoToWebinar Module
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#SocialSales
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Turn Social into Sales withPowerReviews’ Essential Social Suite™
The only solution to integrate the 3 key components of social success:
• Social content• Social engagement• Social measurement
Use proven social techniques to drive sales where it matters.
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Social Content
Social Loyalty Amplifies Content Creation Through Gamification
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Integrated Gamification & Content Drives Performance
Thank you for your review
You earned 10 points!
Thank you for answerYou’ve earned the Life Saver badge.
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Integrated Social Loyalty That’s Easy to Manage
Social Loyalty
Customer Reviews
Social Answers
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Customer Reviews Attract & Convert Customers
3X
Social Content
10-50% more
organic traffic
14% increase in site
conversion
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Fast Social Answers Drive Conversions
Does this shoe come in kids’ sizes?
Yes, all shoes are available kids’ sizes.
Checkout
Asked on 12/20/2011 8:31 am
Answered on 12/20/2011 11:15 am
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Flexible Work Flow Queues Ensure Answers are Created Quickly
Q: Does this shoe come in kids’ sizes?
A: Yes, all shoes are available in kids’ sizes.
Expert
Verified Buyer
Crowdsource
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Social Discovery Amplifies Product Content to Create Traffic
YOUR SITE
Nikon is a great camera!
Should I buy this Nikon Camera from Staples?
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Social Discovery Increases Content Relevancy and Engagement
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Trending Product Updates Keep Social Users Engaged & Clicking
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Integrated Social Measurement™ Provides Actionable Analysis
Optimize Social To Drive Sales
Measure the increase in traffic from social activity
Track the impact of social activity on conversion
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Link Social Activity To Sales
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PowerReviews is the Social Performance Company
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96% Renewal Rate
27M Pieces of Social Content
Award Winning Technology
5,500 Brands
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Q&A
Thank you for attending.
For a live demo, please call:
(866) 345-1461or email:
For more information on PowerReviews Essential Social Suite, please visit:
www.PowerReviews.com
31#SocialSales
Enter your questions into the GoToWebinar Module
32#SocialSales
Follow along on
#SocialSales
Q&A
Thank you for attending.
For a live demo, please call:
(866) 345-1461or email:
For more information on PowerReviews Essential Social Suite, please visit:
www.PowerReviews.com
33#SocialSales
20% off ESS through the end of May