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Travel Presentation November 2013 Matthew Harden, Sales Director, International Travel

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Title: Travel Presentation November 2013 Matthew Harden, Sales Director, International Travel


1
Travel Presentation Nove
mber 2013 Matthew Harden, Sales Director,
International Travel
2
Compelling Business Case
17
Increase in revenue
300
Increase in conversion rate
100
Commitment backed by Service Level Agreement
3
  • Who is Reevoo?

4
Reevoo timeline
3,000,000,000 views
2012
Enter into Financial Services
Global Expansion
90 Countries
Enter into Automotive and Travel
2011
8 Product Extensions
18 Countries
18 sales uplift
2010
Clear focus on B2B
Insight
Conversations
International Expansion (deal with Sony Europe)
2009
Reputation
500,000,000 views
2008
100,000 views
2007
2006
Consumer Electronics Sector
Focus on B2C
2005
Founded
5
Some of our customers
Manufacturers, high tech telecom
Retail
Automotive
Simpsons
Travel Finance
6
Geographic Reach and Expansion
Solutions live today
  • 90 countries
  • 30 languages

Global contracts e.g.
Expansion of in-territory presence
Paris FY 2013
Italy Spain FY 2012-13
Munich FY13 Q3
EMEA
London (HQ)
  • FY 15 onwards
  • Asia
  • Latin America

Americas
San Francisco FY13
New York FY14 Q2
Detroit FY13 Q3
Sydney FY13 Q2
Singapore FY14 Q2
APAC
Today
6
7
  • Market trends

8
Consumers A new way to engage
9
Consumers The new purchase journey
89
of consumers read reviews before some or all
purchases
58
of consumer have used online peer-to-peer QA
GMI Research, March 2012
10
Challenges
Challenges
The opportunity
  • Challenges

Reduced engagement with customers
Increasing commissions affecting bottom line
profits
Uncontrolled customer reviews on 3rd party sites
Product/service differentiation
Guests not customers
11
  • What we do

12
Driving high impact throughout the customer
lifecycle
  • 34 more organic visits
  • 17 higher CTR on ads
  • Boost referral traffic
  • 20 more likely to return
  • 38 opt-in rate into Ask an Owner
  • Increase NPS
  • 5-15 of visitors read reviews
  • 75 of answers within 48 hrs.
  • 89 consumers who read reviews make a purchase
  • 2-3x higher conversion
  • 73 uplift in order value
  • 27 lower product returns

13
Reevoo solutions
Insightful conversations
Across all channels
Amplify
Reevoo network
Traffic
Reevoo Reputation
Reevoo Mark
Launch
Social Reach
Enterprise integration
Multi-channel
Reevoo Conversations
Reevoo Destinations
Brand Response
Media
Fully managed service
Customisation
Reevoo brand
14
Reevoo differentiators
Why Reevoo?
15
Reevoo delivers
Mobile
Google
In-store
Your site
Engagement
Community
Social networks
Social Content
  • Trust
  • Customer-centricity
  • Brand advocacy
  • High volume
  • Verified customers
  • Network access

Insight
Benchmarking
360 customer view
Business data integration
Product view
CRM Integration
16
Our unique model The Reevoo brand
x2 Independent 3rd party
Consumer trust in reviews
Brand
GMI Research, March 2012
17
Our unique model The Reevoo brand
  • Trusted consumer brand
  • Independent, impartial, transparent
  • No filtering the negatives
  • No fake reviews that endanger your brand
  • Only verified purchasers
  • Fully compliant with ASA guidelines
  • Trust translates directly into conversions

18
Our unique model More content equals more
conversions
5.0 4.0 3.0 2.0 1.0 0
CONVERSION RATE ()
0 1-10 11-20
21-30 31-40 41-50 51
REVIEWS PER PRODUCT
19
Our unique model Fully managed service
Reevoo Managed
Impact
Brand Managed
Maintenance costs
20
Our unique model Fully managed service
Client
Reevoo
  • Moderation
  • In native language
  • Tag content
  • Notify reviewer
  • 24 - 48 hrs

Users questions
  • Review collection
  • Top publish rates
  • Questionnaires
  • Customer permissions
  • Accelerated review campaign, reminders
  • Mobile-optimised
  • Account Mgmt.
  • Feed management
  • Matching
  • A/B testing
  • Best practice
  • Reporting
  • Online community
  • Connect buyers
  • Solicit answers
  • 38 opt-in rate

21
Our unique model Driving superior results
  • The Reevoo difference

15 10 5 0
15
14
4
1-2
Response rate
CTR
22
Our unique model Driving superior results
  • The Reevoo difference

178
150 100 50 0
75
50
48
Conversion
Coverage
23
  • Reevoo Conversations

Community-driven QA
24
Reevoo Conversations
78
of consumers prefer their questions answered by
existing product owners or friends and family.
GMI Research, March 2012
25
Reevoo Conversations
91
of consumers expect an answer to their question
within 24 hours.
GMI Research, March 2012
26
Reevoo Conversations
  • Approaches to Member Engagement

Soliciting Some vendors that have had success
with this approach are Reevoo. Gartner, August
2012
27
Reevoo Conversations hotel page
28
  • Reputation

Service Reviews and Ratings
29
Reevoo Reputation
46
of consumers would search for online reviews
before buying from a retailer theyve never heard
of.
GMI Research, March 2012
30
Reevoo Reputation
321
higher conversion rate when shoppers read
Reputation reviews.
Reevoo Insight research, 2012
31
Reevoo Reputation Check Out Page
32
Google seller ratings
  • What it is

Highlights
Results
  • Reevoo supports integration of your service
    reviews from verified customers into Google paid
    ads and Google Shopping to help you stand out
    from the competition as a highly rated merchant.

33
Google seller ratings
Highlights
Results
34
Google seller ratings
  • Benefits

32
CTR increase for Cottages4You ads after enabling
Google Seller Ratings
Reevoo Insight research, 2012
35
Reevoo Destinations
36
Social Sharing
37
Brand Response
38
  • Insight

39
Empowering all business units and providers in
the ecosystem
Ranging tools
Price comparison tools
Reevoo Insight
40
Reevoo Insight
  • Better decisions for product development,
    procurement, marketing, service and support
  • Marketing teams
  • Increase effectiveness and visibility of
    ROI
  • Customer service teams
  • Increase loyalty and reduce cost
  • Insight, strategy and product development teams
  • Increase long term performance

41
Reevoo Insight
  • The benefits
  • Real insight and understanding of your customers
  • A platform to respond and communicate
  • Youll know whats working and what areas to
    improve
  • Knowing them means knowing how to guide them,
    which means a higher conversion rate

42
Reevoo Insight for Cottages4You
  • Actionable insight Owners are the key driver of
    customer satisfaction.
  • The key theme in positive customer reviews owners
  • The main negative sentiment among churners owners

writers.
43
Reevoo Insight for Cottages4You
  • Action plan for Cottages4You
  • Communicate to cottage owners the vital role they
    play in guest satisfaction
  • Educate with tips from customer feedback
  • The owner left milk, bread etc. and was very
    helpful when she met us at the start of our
    holiday.
  • Owners very helpful and travel instructions from
    them were excellent
  • The owners were friendly but not intrusive.
  • The owner called and was was friendly and
    helpful.
  • The owner, John, provided a gift hamper for our
    Christmas stay and made sure that the cottage was
    cosy warm when we arrived.
  • Owner helpful and left a welcoming bottle of wine
    and biscuits.
  • The owners had put a Christmas tree up and some
    lights which made it all the more fantastic for a
    Christmas stay.

44
Roadmap
CRM
Customer Services
PIM
Seamless Multichannel
Enterprise integration
EMM
Social Listening
Analytics
Recommendations
API
Insight
Insight 2.0
Social Reach
Conversations 2.0
Conversations 3.0
Community
Connected customers
Gamification platform
Customer loyalty
Mobile 2.0
In-store
Email mktg
Mobile
Multichannel
Catalogues/brochures
Telesales
Media platform
Jun 2013
Jun 2012
Dec 2012
45
  • Summary
  • Reevoo delivers sector leading ROI backed by
    SLA
  • 17 increase in on-line revenue
  • 300 increase in conversion rates
  • Project payback period usually less than 3 months
  • Drives increase in revenue and greater customer
    engagement
  • Supports questions and answers
  • Support Carnival Cruises response (public
    private)
  • Comprehensive analytics to drive greater insight
    to customer experience
  • Fully Managed Service Very Low Maintenance

46
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