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 Ugly of reviews For Consumers? For Businesses?

6. Influence of Reviews Source: Nielsen, 2014/2015 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)

7. Consumer Usage 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 The “Savvy Shopper”– seeks out more about purchasing experiences, products and services Source: BrightLocal, 2014BrightLocal

8. Consumer Usage Source: Nielsen, 2014/2015 U.S. CANADA 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.

9. Where is the most common place to read a POSTIVE customer review?

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

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 of lower 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. Trusted Reviews: Consumers 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 Source: BrightLocal, 2014BrightLocal

17. Trusted Reviews: Businesses 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 Source: Google and Ipsos MediaCT, 2014Google and Ipsos MediaCT

18. What do small business owners think? Source: Yodle, 2014Yodle 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

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

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. BBB Customer Reviews 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

24. BBB Customer Reviews BBB Minnesota and North Dakota (July 2015) Submitted Verified Approved Published Positive Negative Neutral Unapproved IB 118,522 95,725 74,433 72,314 43,468 29,752 1,213 44,089 Hurdman 115,558 86,379 73,430 68,130 48,380 23,712 1,338 42,128 Total 234,080 182,104 147,863 140,444 91,848 53,464 2,551 86,217 Breakdown100.0%62.1%36.2%1.7% Percent of reviews received that are unapproved36.8% Total Customer Reviews in BBB System (September 2015) Please monitor and track your local BBB Customer Review Stats and Trends

25. Complaints vs BBB Customer Reviews ComplaintBBB Customer Review BBB Letter Grade RatingCan affect BBB letter gradeNo affect BBB letter grade Reportable on BBB Business Review Yes-36 months Business ResponseRequired to close complaint answered Requested ResolutionMust seek a resolutionDoes not need/want resolution Customer FeedbackNegativePositive, Neutral, Negative

26. BBB Customer Reviews are: Relevant for both consumers and businesses Transparent with expanded picture of buying experiences Proactive “checking” before you buy Engaging more than just complaints

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

28. How Your Business Get BBB Customer Reviews?

29. Ask!

30. Use our Customer Review Toolkit 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”

31. Customer Review Dynamic Seal OLDNEW

32. Email Signatures

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

34. POS Sign and Card

35. Self-Print Stickers (Avery 5162)

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