1. The Power of Recommendations
Leverage Intelligent
Customer Communications
Strategies to Boost
Loyalty & Conversions

2. What am I really looking for?
• Similar to what I
have liked
before…
• Matched with who I
am…
• From people like
me…

3. ?

4. Missed Opportunities

5. Social Graph

6. Filtered Search not Share
“one of our big focuses is on finding better ways to
surface the reviews from travellers “like me”.
With some hotels having upwards of 2000 reviews,
finding the relevant reviews for a given user is critical.
Also, for destination reviews, allowing users to filter and
find the activities and/or neighbourhood reviews most
relevant to them can be tricky to get right.
Expedia’s Jennifer Davies on UGC and booking conversion
Feb 2010 - Eyefortravel

7. Taste Buddies

23. No. 1 UGC local review site in Europe
“When we launched Qype in 2006,
we thought that the person who shares
her views gets something back.
This is now being executed on in a
material way”

24. Some (v common) Challenges
• How do we reduce reliance on SEO?
• How do we deal most effectively with UGC?
• How can we deliver more value to those active
contributors?
• How can we convert passive visitors into active
qypers
• How can we grab the attention of first time
visitors?

25. Registered Users

26. “Incredibly powerful!”
“spooky”
“not seen anything as good elsewhere”
“a reason to get friends and family more interested”
“bang on the money!”

27. Explanations: Taste Buddies
• Surface reviews from people like me

28. What Next?

29. Non Logged-in Users

30. Converting Passive Visitors
• Quick rating game

31. Use Implicit & ‘Light’ Data

32. Mobile: the Next Frontier

33. Recommendations Calls
500%
400%
300%
200%
100%
Jan Feb Mar Apr May Jun Jul Aug Sep

34. User Reach
500%
400%
300%
200%
100%
Mar Apr May Jun Jul Aug Sep

35. Communication Benefits
Narrowcast not Broadcast
Frontline Positive and Relevant User Reviews
Increase Conversion
Hyper-Targeted Advertising
Innovative Mobile & Ancillary Opportunities
Reduce Reliance on SEO

36. eleanor.ford@likecube.com
+44 7816 005 781

37. Products meta-data Data from your User Generated or
CMS/CRS Inferred Content
(Tags, attributes, descriptions, (Ratings, thumbs up, wish lists,
categories) searches, usage and click streams)
LikeCube
Delivered back to your web/mobile/newsletter
Personalization Similarities Analytics
Products you should like Similar products Predictive analytics
Reviews from people like you People like you Targeting opportunities
Personalized filter