Making Reviews Fit MillennialsThe latest innovations in hospitality reviews

Matt Eames CCO

I’ll cover…

• Millennials Don’t Queue

• Visual Feedback

• Innovations in Reviews

• A Word From a Feefo Merchant

MillennialsDon’t QueueAdapting to the changing

customer journey

85%of people book their hotels

online

Source: PwC

Convenience is king

“Hotels with a view in Paris…40%

of millennials buy online monthly

Source: PwC

Convenience is king

Convenience is king

1/3of millennials agree that

smartphones will become their main purchasing tool

Source: PwC

Convenience is king

38%make restaurant reservations

online

Source: Marketwire

The power of feedback

29%Of millennials age 18-24 cite reviews as one of their most important decision factors

Source: Barclays Feedback Economy Report

Disruptive technology

…lose contact…

Case Study: McDonalds

Source: McDonalds

“To improve the overall customer and employee experience:

…self-ordering kiosks, handheld terminals and cashless payments.”

Visual FeedbackThe power of the play

button

Bring Reviews to Life!

90%of information transmitted to the brain is visual

Source: 3M Corporation

Bring Reviews to Life!

visuals are processed 60,000x

faster in the brain than textSource: 3RD-Force

Bring Reviews to Life!

increase in views on content that has relevant images

94%Source: Kissmetrics

Take simple text reviews…

“amazing service…

nothing was too much trouble”

“best breakfast at a B&B

we’ve ever had.”

“stunning views of the Eiffel Tower

from our room...”

“comfortable flight –

easy, efficient check in.”

…and bring them to life!

Benefits of Video

video now appears in 70% of the top 100 search results listings

Benefits of Video

Videos are shared

1,200xMore than text and links combined

Source: Simply Measured

Why only have this…

…When this says it better!

Or take this simple text…

…and bring it to life with video!

A better customer experience

In 2016, companies will mainly be competing on customer

experience

CXSource: Gartner Survey

A better customer experience

choose the business that responds to reviews

65%Source: BrightLocal Consumer Report

A better customer experience

Better feedback management could boost hospitality revenue by

3.2bSource: Barclays Feedback Economy Report

Innovationin Reviews

iBeacon

Source: iBeacon.com

iBeacon

“With an iBeacon network, any brand, retailer, or platform

will be able to understand exactly where a customer is in

the brick and mortar environment.

This provides an opportunity to send customers highly

contextual, hyper-local, meaningful messages on their smartphones.”

Source: iBeacon.com

Offline Feedback

Feefo Places is a way for

bricks and mortar

businesses to gather

feedback about their

products and services.

Offline FeedbackThree simple approaches to adding feedback collection to an offline POS.

#1. Send data

#2. Unique codes

#3. Electronic receipts

123 456 789

Please review your experience today

www.feefo.com

• Needed to engage more

with customers

• Frustrated by inconsistent

reviews on TripAdvisor

• Inability to respond

effectively

• Lack of traceability

Case Study - Electric Cork

• Feefo is now an integral part oftheir weekly managementprocesses

• Nearly 500 feedback responsesin 6 months. Over 2,000 now.

• Increased overall customersatisfaction score from 89% to98% in 4 months

• Multiple changes implementedon the back of feedback toimprove product and service

Case Study - Electric Cork

Co-owner - Denis “In a 16 week period since we began to use Feefo our

turnover increased by51%. This was achieved because Feefo helped increase our

customer retention by giving us a better idea of weaknesses in our food andservice, which we were able to correct immediately. Feefo also gave us moreconfidence in our product and we were able to give our customers more of whatthey liked. Finally the Feefo satisfaction score on our website gave us a tool togive our customers the confidence to reserve a table."

Case Study - Electric Cork

Co-owner Ernest “It has been great! The frustration with Tripadvisor was wearing us down where

now we have no more negative autopsies over poor reviews which took a lot of time and we lacked the necessary information to fix. As most people write their reviews in the morning and I can read it on my iPhone, it helps set the agenda for the day if needed. ”

Electric Cork – Results

Restaurant Manager Triona “I am delighted with the Feefo feedback as it mirrors what I hear on

the floor. It has also meant that when we do get negative feedback we can trace the customers booking, see what table they sat on, who served them and what they

purchased, before we respond to them and speak with relevant people on the floor or in the kitchen who the feedback concerns.”

Electric Cork – Results

Booking manager Toni “As we have really began to encourage online bookings,

it has made my job easier leaving more time to concentrate on the more exact

corporate bookings. It also helps me get a feeling how the restaurant is doing when dealing with my telephone bookings. I respond to all positive feedback every morning which personalises the online bookings”

Electric Cork – Results

The Final Word: Best practice

• Be Transparent - Publish your feedback, good and bad! – [added benefit of keyword/SEO]

• Communicate - respond publicly to negative feedback promptly...and positive feedback if you can

• Embrace - make your staff aware and encourage them to look at it

• Incorporate - incorporate your feedback into your weekly management and staff evaluation processes

Thank you!

Matt EamesChief Commercial Officer

Feefo.com