Embark on a journey of discovery

Embark on a Journey of Discovery

Real people. Real reviews. Real insight.

Reviews are just the beginning…

The way people travel is evolving and so is the way they research and buy. The technology at our fingertips makes booking a trip easier than ever and competition, both on and offline is tough.

Our expectation when it comes to embarking on that perfect ‘Instagrammable’ experience continues to rise, with 30% of people in the UK feeling unhappy or underwhelmed by what they paid for.* So how do you make your business a destination of choice for travellers, and how can you make sure it stays that way?

STAG E 1

STAG E 3

Adventure begins at home Take the first steps on your journey to learn more about your customers and your business.

Journey of self-discovery

STAG E 2

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Explore further afield Where to next? First, kick back and start enjoying the online benefits that come from displaying your feedback, then decide what you want to see and start exploring!

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It’s time to venture into the unknown guided by the voice of your customer.

Discover where you’re going right, where you can improve and make meaningful changes.

* Source: Feefo Travel Report, 2019

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Embark on a Journey of Discovery with Feefo

Call 020 3879 4624 or email sales@feefo.com to talk to one of our sales consultants

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Adventure begins at home The road to discovery doesn’t have to be daunting, especially when you have a travelling partner that you can rely on.

Feefo gives you the tools and support that you need to connect with your customers; to learn and make the changes that matter. Take the first step on your journey; reach out, give your customers a voice and be ready to listen to what they have to say.

“There’s no doubt Feefo has had a profoundly positive impact on how Meon Valley Travel is perceived within the public domain. I’d recommend Feefo to any business looking to sharpen their online reputation through customer-led feedback.“ Ed Texier, Group Marketing Manager, Meon Valley Travel

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Embark on a Journey of Discovery with Feefo

Call 020 3879 4624 or email sales@feefo.com to talk to one of our sales consultants

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The first step The focus is on getting that targeted feedback rolling in so that you can begin to enjoy the benefits. Take control of the conversation around your products and services, and boost consumer confidence by showing you’re a brand to be trusted.

What can you expect to see? → Collect and respond to reviews → Comprehensive reporting → Website integration → Let your customers share pictures & videos → Drive direct traffic to your site → Improve customer confidence → Friendly support

Suggested tips for the traveller: Campaign Manager Tool Don’t wait until the trip is over. Get public or private feedback at any or all stages of your customer’s journey. This allows you to pinpoint where your strengths are and where your brand could grow and improve, as well as a more rounded view of the customer experience. Request feedback specific to the services provided by your business and avoid negative feedback around services that you don’t provide or events that were out of your control.

SMS Reach out to your customers any time or any place with SMS feedback requests. Tailor the content for a personal touch and combine with our Campaign Manager Tool, to get on-the spot-feedback that allows you to take immediate action.

TRAVELLER TESTIMONIAL

Meon Valley Travel increase sales by 23% with customer reviews

Net Promoter Score®

10 x more feedback 23% increase in sales from 2017-18 24% increase in click through rates for brand searches

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Embark on a Journey of Discovery with Feefo

TOP TIP

Let your customers share their experience through photo and videos reviews and build confidence in your brand and your products. Shoppers are 3x more likely to buy your products after interacting with user generated content such as video and photo reviews.

Call 020 3879 4624 or email sales@feefo.com to talk to one of our sales consultants

Understanding each part of their experience is one thing, but how loyal are your customers to your brand? Did that one incident with the hotel put them off recommending you to a friend? Is there an opportunity to redeem your reputation and improve your image? Net Promoter Score (NPS) gives you an instant snapshot of how your customers feel towards your business, so you can see what you’re getting right and when you need to act to stop issues from escalating.

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Explore further afield You’ve made great advances in terms of reaching out.

Having met a lot of new people, you’re beginning to learn what makes them tick; so, where to next? so, where to next? It’s time to use the local knowledge you have gained to make the most of the next stage of your journey.

“Using Feefo has given us a quantifiable way of measuring our customer service success based on the real experiences of our customers, in their own words. Being able to analyse data patterns and track trends using Insight Tags gives us very tangible insight into our customers’ minds and has been invaluable and highly informative for the business.

We look forward to continuing to work closely with Feefo to track our progress and set new targets.”

Sophie Georgalakis, Partnerships and Marketing Communications Executive, Alternative Airlines

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Embark on a Journey of Discovery with Feefo

Call 020 3879 4624 or email sales@feefo.com to talk to one of our sales consultants

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Begin to see the bigger picture Now that you’ve built up some feedback, you should be starting to enjoy the online benefits. You can easily track topics of interest across your public and private campaigns and use the results to discover where you’re succeeding and where you can improve.

What can you expect to see? → Tag and track the themes that matter to you across your feedback

→ Start to see where you’re going right and where you could improve

→ Tailor your content to your audience → Improve your SEO and stand out online → Enhance your PPC advertising → Build your brand reputation → Continued support whenever you need it

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Embark on a Journey of Discovery with Feefo

TRAVELLER TESTIMONIAL

Alternative Airlines used Feefo Insight Tags to improve their customer experience 11% increase in feedback response rates 117% increase in YoY online conversions 86% increase in revenue 2017-18

Suggested tips for the traveller: Insight Tags Are there lots of places you’d like to see but you don’t feel you have enough time? Never fear. Insight Tags allows you to track the themes you’re interested in across your feedback in a few simple steps, saving you time and energy. Keep tabs on everything from your online experience to the performance of individual yurts, cabins, hotels or ships!

TOP TIP

Do you have multiple locations, stores or accommodation? By keeping an eye on their respective feedback, you can identify those that are under and overperforming and take action that will benefit your business.

Review Enhanced Ads Looking to give your digital ads a serious boost?

Review Enhanced Ads uses AI technology to pull positive sentiment from your feedback so that you can insert it into your display content. Increase your conversions and reduce your cost-per-click; Fire Label Merchandising saw a 35% increase in revenue! Definitely a must-see.

Feefo Places It might feel that you know certain places like the back of your hand, but there are always things to discover that might surprise you. Collect feedback from each of your stores with a handy code that your customers can enter online to leave a review. Learn which stores are must-see destinations and which could do with a bit of improvement to boost footfall!

Call 020 3879 4624 or email sales@feefo.com to talk to one of our sales consultants

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A journey of self-discovery You’ve absorbed new sights and sounds and you’re starting to feel better for it.

There’s more confidence in your brand, new people are discovering you, and you’re finally starting to understand why.

Nailing the customer experience goes deeper than that, however. Success lies in taking a deep, honest look at every aspect of your business, learning from your findings and taking action.

“Feefo’s business insights are a crucial element of our development strategy.

By pinpointing individual locations through their ratings and reviews, we can identify underperforming hotels and rectify problems, as well as highlighting and rewarding thriving ones.”

Danny Catapano, Performance Marketing Manager, On the Beach

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Embark on a Journey of Discovery with Feefo

Call 020 3879 4624 or email sales@feefo.com to talk to one of our sales consultants

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Look Deeper. Cut out the guesswork. See the results.

Your reviews have become a great resource for both you and your customers and it’s really helping with conversion. You’ve already started to act on insight from your feedback, but have you looked deep enough?

What can you expect to see? → Help customers find the most relevant feedback, fast!

TRAVELLER TESTIMONIAL

On the Beach uses Feefo insights to increase clickthrough and boost ROI 210k+ reviews collected 4.2 average Feefo Ratings 4% increase in click-through rates

TOP TIP

Use Performance Profiling alongside Insight Tags for a completely rounded picture. Track the themes that you’re interested in and get alerted to things that aren’t even on your radar, whether it’s stuff you can promote or areas that need work!

→ Find out how they really feel → Gain actionable insight by identifying common themes

→ Understand your customers’ digital

experience and optimise every touchpoint

Speed up the decision-making process and create a more personalised browsing experience by clearly guiding your customers to the feedback that is relevant to them. Don’t worry, this doesn’t mean trawling through your feedback and grouping it together, our AI technology does it for you!

Wish you had a clear signpost to help you make better business decisions? Performance Profiling will help to point you in the right direction. Our AI tech automatically scans your feedback; provides an accurate representation of how your customers are feeling towards your business and helps you to see what you should be promoting and where you can improve, so that you can more confidently make the changes that matter.

→ Give every department access to your insight to get your internal and external processes working as smoothly as possible

→ Use the tools available to you to see how engaged your staff are

→ Continued support whenever you need it

Embark on a Journey of Discovery with Feefo

Smart Themes

Performance Profiling

→ Benchmark your branches or accommodations

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Suggested tips for the traveller:

Call 020 3879 4624 or email sales@feefo.com to talk to one of our sales consultants

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With Feefo, there is plenty to discover, but we understand that the best kind of journey is one that is tailored to you.

Find out how Feefo can help you get to where you want to go by contacting our helpful team today.

Feefo Holdings Ltd Heath Farm Heath Road East Petersfield GU31 4HT

Email us: sales@feefo.com Call us: 020 3879 4624 Visit us: www.feefo.com

NPS, Net Promoter & Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.