Trustpilot's Paul Kirby On Leveraging The Power Of Reviews For Your Business
)
Meet Paul Kirby, Enterprise Customer Success Manager at Trustpilot, sharing his journey from media advertising to guiding eCommerce leaders through reviews.
Tell us about your career so far and the essential turning points that got you where you are today.
I started my career in media advertising working for Marketing Week over 10 years ago. Having studied marketing at university it felt like a natural step to go and work for the leading industry publication. Working here gave me insight into industry trends and what area businesses were growing. I worked alongside many tech businesses at the time this small start up called Trustpilot. Now the leading global review platform I was keen to join a customer centric business and one where we make a difference. I look after Enterprise clients across Ecommerce, finance and insurance.
If you were to reflect on your career, what advice would you give your 20-year-old self?
Always keep learning in your current role and focus on becoming the best you can be. Make sure you keep up with industry trends and network. The more value you can provide your clients the better you will do and more opportunities will open up. Always make yourself available even if you feel like you're not 100% ready.
What do you see in the future of eCommerce? How do you prepare for it?
Social proof, particularly through positive customer testimonials, plays an unprecedented role in validating brands, attracting potential customers, and elevating overall trust. Creating opportunities for customers to share reviews and engage in discussions further solidifies this sense of trust within the community.
Your conference at eCommerce Expo
“Trustpilot x Henry Case Study: How One of the Most Recognisable Household Brands Harnessed Reviews To Boost Their Growth”
Tell us about your session, and what topics your explored.
I have worked with Catherine since 2019 when My Henry signed up to Trustpilot so it was great to run through our journey. We explored how they set up, inviting past customers to leave reviews to boost volumes to inviting every customer who purchases to leave a service & product reviews. Responding to negative reviews and how they embed Trustpilot throughout their customer journeys to build trust.
Could you share more insights on how reviews influence purchase decisions?
Reviews give consumers confidence that you are a trustworthy company. They help expel any doubt the potential customer might have as they can see others before them have purchased and are happy with their experience.
Are there particular types of reviews that have a more significant impact on building trust?
Negative reviews! This gives you the best opportunity to answer the customer publicly and show other potential customers that you genuinely care as a company and if they were to have any issues you would resolve them.
How should brands approach answering negative reviews?
Be honest, own up to the issue and provide a solution. No company is perfect so it is reassuring for consumers to see how companies handle these.
How can brands ensure that insights from reviews are effectively communicated and implemented across different departments within a company?
Send a weekly Trustpilot update to all teams highlighting some of the good reviews, bad reviews and key topics/ trends in them. You can use Trustpilots AI insights to automate sentiment analysis, removing the manual work.
Quick-fire questions
Favourite social media platform?
Linkedin.
The tool you use the most on your laptop?
Trustlytics (Internal tool to keep track of how our customers are performing)
How many unopened emails do you currently have in your inbox?
0 - aim for zero in my inbox at the end of each day
What is one of your proudest moments in your career?
Winning the Power Up League at work which meant a trip to Iceland.
What is something you’re still looking forward to achieving in your career?
Leading a Customer Success Team
Latest News
-
)
ECommerce has been in the doldrums for a few years now, with negative revenue growth, lower conversion and dips in site traffic becoming an accepted part of market conditions; that has been the post-p ... -
)
Mark Adams, senior vice president and general manager of EMEA at eCommerce platform BigCommerce talks to us about the industry trends he was excited to see during the show and the exciting development ... -
)
Rosie Bailey, Founder & CEO at AI negotiation platform Nibble, talks about what she found most insightful from the show and the hottest trends driving developments in eCommerce and marketing. -
)
Craig Smith, Country Manager UK & Ireland at enterprise commerce platform SCAYLE, shares his insights on the hottest trends in eCommerce and marketing and offers advice for newcomers entering the indu ... -
)
Anna Sutton, Co-founder & CEO of data and analytics platform The Data Refinery talks about the challenges eCommerce retailers are facing ahead of peak season and the importance of industry events in b ... -
)
Harshal Shah, CEO and Founder of virtual assistant service ECOMVA talks about the trends he found most interesting during the show and his best pieces of advice as we head on into peak season. -
)
Hugo Borensztein, Co-founder & CEO of 3D visualisation tool Omi, talks about what he’s most looking forward to from this year’s eCommerce Expo and Technology for Marketing and the advice he’d give for ... -
)
Sam Theakston, Director at B2 Agency, discusses what he’s most looking forward to at the events and the critical challenges facing eCommerce retailers ahead of peak season. -
)
Eva Palatinsky, Founder and CEO of Globalfy, shares what excites her most in the current eCommerce and marketing landscape and the top advice for newcomers to the fields. -
)
Meet Zaria Parvez, the mastermind behind Duolingo's viral social media success, who grew their TikTok from 50K to over 11M followers. Discover how she transformed Duolingo into a social-first brand, c ... -
)
Lucas van der Schalk, CEO at circular plastics solution provider Corplex highlights the biggest trends and challenges within eCommerce and marketing and what’s exciting him the most in those industrie ... -
)
We spoke to Dorota Wróbel, Chief R&D at digital marketplace G2A on what she’s looking forward to most about the show and the importance of bringing the community together at the event. -
)
If you are a regular reader of this column, you’ve probably gotten used to the updates often containing news that don’t paint a great picture of eCommerce performance. But I’m just the messenger! I ca ... -
)
Gavin Warwick, European Partnership Manager at supply chain software provider SmartFreight explains what’s exciting him about the industries today as well as the trends helping shape the future. -
)
Jack Barmby, CEO of communication tech provider Gnatta, discusses the industry trends he’s most looking forward to seeing at eCommerce Expo and Technology for Marketing this year as well as the bigges ... -
)
Beth Chapman, Managing Director at global delivery solution provider Starlinks Global talks to us about what she’s most looking forward to at the show and her advice for newcomers entering the industr ... -
)
Georgia Leybourne, CMO at eCommerce inventory and order management software business Linnworks discusses the things she’s most looking forward to at the show and the importance of the event in bringin ... -
)
Moshe Winegarten, Chief Revenue Officer at payment service provider Ecommpay talks about the biggest challenges facing eCommerce retailers ahead of peak season. -
)
Chris White, EMEA Chief Revenue Officer at warehouse management system SnapFulfil to discuss the key challenges he’s seeing in his sector and why events like eCommerce Expo and Technology for Marketin ... -
)
Gev Balyan, Founder of eCommerce website builder Ucraft tells us what he’s looking forward to most from eCommerce Expo and Technology for Marketing this year and why the shows are so important in brin ... -
)
Pratik Padhiar, Director of New Business at digital marketing communications agency h2o Creative talks to us about the biggest challenges online retailers are facing right now and what’s exciting them ... -
)
Meet Adam Ull, Global Product Information Lead at H&M, who is transforming commerce by using data and AI to enhance customer experiences across digital channels. He discusses building agile systems an ... -
)
As we approach this year’s eCommerce Expo and Technology for Marketing events, Na’ama Sheba, Chief Marketing Officer at B2B payments provider Mondu discusses the hottest trends in eCommerce payments r ... -
)
In the ever-evolving world of eCommerce, UK merchants must adopt strategic approaches to ensure sustainable growth both at home and abroad. In our recent webinar featuring Emily McMorran, CX Lead at w ... -
)
Some essential tips to help you deliver an impactful presentation with Alyssia Smith, Senior Content Manager at eCommerce Expo and Technology for Marketing -
)
A new source of information for businesses wanting to expand and increase their customer base. -
)
What a miserable year it’s proving to be for eCommerce. Revenue has performed well below expectation, site traffic overall has seen barely any growth in 2024 so far and conversion remains suppressed. ... -
)
Shaun Loughlin, Head of eCommerce at LeMieux, shares his 20-year journey in retail and eCommerce, emphasising international expansion strategies. -
)
Discover how Deliveroo enhances grocery delivery by partnering with retailers, offering logistics, and advanced tech integration, ensuring fast and reliable customer service. -
)
Explore how increasing discount usage in eCommerce is impacting revenue growth in 2024. Discover the trends, challenges, and strategies retailers are employing to navigate tough trading conditions.
)
){kind=logo}
)
)
)
)
){kind=logo}
)
)
)
){kind=logo}
)
){kind=logo}
){kind=logo}
.png/fit-in/500x500/filters:no_upscale())
){kind=logo}
)
)
){kind=logo}
){kind=logo}
)
){kind=logo}
)
){kind=logo}
){kind=logo}
){kind=logo}
){kind=logo}
)
)
)
)
){kind=logo}
){kind=logo}
){kind=logo}
