Making BBB Customer Reviews Work for Your Business

1. Making BBB Customer Reviews Work for Your Business

2. Customer Reviews Good for Consumers Good for Businesses

3. Customer Reviews

4. Power of Customer Reviews Do you ask for customer reviews? Why or why not?

5. Your Thoughts… Good, Bad and Uglyof reviews For Consumers? For Businesses?

6. The 1-2 KO BBB Punch: • Ratings and online reviews have a high influence on purchasing decisions • 88% of consumers who seen reviews claimed influenced buying decisions(Dimensional Research, 2013) Influence of Reviews Source: Nielsen, 2014/2015

7. 88% read reviews to determine quality of a local business Usage increasing for all types of businesses 85% consumers read up to 10 reviews before they trust a business Consumer Usage The “Savvy Shopper”– seeks out more about purchasing experiences, products and services Source: BrightLocal, 2014

8. Q1: How OFTEN, if ever, do you use each of the sources listed below for information, recommendations, ratings or advice about businesses? Base: All Respondents. (5=Daily; 4= A few Times a Week; 3= A few times a Month; 2= A few times a year; 1= Never) Q2: On a scale of 1 to 5, with 1 meaning NOT AT ALL and 5 meaning VERY MUCH, how much would you say each of the sources below INFLUENCE your purchase decisions? Base: Respondents Who Used. Consumer Usage U.S. CANADA Source: Nielsen, 2014/2015

9. Where is the most commonplace to read a POSTIVEcustomer review?

10. About 2/3 consumers recalled reading reviews(63% negative & 69% positive) 58% consumers more likely to share their experiences with othersthan five years ago(Dimensional Research, 2013) Consumer Usage Source: BrightLocal, 2014

11. Who is reading and posting customer reviews?

12. Consumer Usage • Women (53.2%) • Ages 25-34 • Upper income groups read and post at rates twice that oflower income Source: Maritz Research Part I , II, III, 2013

13. Magical Millennials http://mashable.com/2014/04/09/millennials-user-generated-media/

14. Magical Millennials http://mashable.com/2014/04/09/millennials-user-generated-media/

15. What percentage of people in North America say they TRUST customer reviews?

16. 68% in North America trust consumer reviews (Nielsen, 2013) • 72% say positive reviews make them trust local businesses more • 88% trust online reviews as much as personal recommendations –authenticity, number of reviews and type of business influence trustworthiness Trusted Reviews: Consumers Source: BrightLocal, 2014

17. Engage Interest • 51%more likely to be viewed as worth reading more about • 43% more likely to be viewed as having what the person needs Establish Trust • 78% more likely to be viewed as well-established • 197% more likely to be viewed as a dependable place • 91% more likely to be viewed as knows what it’s doing Motivate Action • 38% more likely to be viewed as a business the person would visit • 29% more likely to motivate consumers to consider purchasing from the business Create a Positive Image • 204% more likely to be viewed as offering quality products or services • 94% more likely to be viewed as a reputable business • 199% more likely to be viewed as caring about its customers Trusted Reviews: Businesses Source: Google and Ipsos MediaCT, 2014

18. 50% important for their business to receive positive online reviews • 43% online reviews are unfair because they do not verify that people who leave reviews are actual customers • 87% do NOT ask their customers to post reviews. Only 14% post customers’ reviews to website What do small business owners think? Source: Yodle, 2014

19. Consumers use - and expect – customerreviews to help make purchasing decisions • Need for trusted reviews from trustedsources • Timely, relevant and provide a first-person perspective • Feedback and response builds relationshipand trust between buyer and seller • Consumers like to see “both sides” • Solutions are more important thanproblems • Internet likes user-generated content Marketplace Needs Reviews

20. Customer Reviews from a Brand You Trust BBB Vision: Ethical Marketplace Where Buyers and Sellers Trust Each Other

21. How are BBB Customer Reviews Different?

22. About BBB Customer Reviews

23. Quick time, not real time – humans not robots • Proactively reaches out to business • Business can: ignore, respond, challenge/not my customer • BBB Verified Reviewer Safeguards: • Verify email address; no anonymity • No multi-user comments (business and consumer only) • No third party reviews • IP address tracking, monitored • Can’t file negative review and complaint BBB Brand: TRUST BBB Customer Reviews

24. Total Customer Reviews in BBB System (September 2015) BBB Customer Reviews Please monitor and track your local BBB Customer Review Stats and Trends BBB Minnesota and North Dakota (July 2015)

25. Complaints vsBBB Customer Reviews

26. Relevantfor both consumers and businesses Transparentwith expanded picture of buying experiences Proactive“checking” before you buy Engagingmore than just complaints BBB Customer Reviews are:

27. BBB Customer Review Customer Reviews from a Brand You Trust.

28. How Your Business Get BBB Customer Reviews?

29. Ask!

30. Logos with Torch Logo – 3 versions, including Canadian • New Customer Review Dynamic Seals • Email signatures • Window clings • Point of Sale cards and signs • Stickers for estimates, invoices and receipts • Sample social media posts/examples • Tips flier “asking and managing customer reviews” Use our Customer Review Toolkit

31. Customer Review Dynamic Seal OLD NEW

32. Email Signatures

33. Window Cling (can’t insert graphic – EPS)

34. POS Sign and Card

35. Self-Print Stickers (Avery 5162)

38. Good for Consumers Good for Businesses BBB Customer Reviews Customer Reviews from a Brand You Trust.