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Making Reviews Fit Millennials The latest innovations in hospitality reviews Matt Eames CCO
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
