Change the world
Changing the world starts with a conversation.
Right now, millions of conversations are taking place among your customers – conversations about what they like and don’t like, conversations about what they want, conversations that will ultimately put their voice at the heart of everything you do. We create social communities where billions of consumer conversations take place. And we build the fine-tuned technology to turn those conversations into real, actionable insight for the world’s most important brands. We do this because we believe conversation has always been at the heart of change. When the right people understand and harness the voice of the customer, the world moves forward. We’re the messengers of the new marketplace.
We’re Bazaarvoice.
Our more than 1800 clients say it best.
Four steps to changing the world.
1.
Activate Bazaarvoice Conversations online.
2.
Build Bazaarvoice Connections between your customers and the experts.
3.
Leverage Bazaarvoice Intelligence to uncover Insights from your social data.
4.
Take customer-centric Action across your organization.
Bazaarvoice Conversations enables you to:
Create a social community of engaged customers on your website and Facebook. Convert online shoppers with customer ratings, reviews, questions, answers, and stories. Protect your reputation with world-class content moderation and authenticity technologies.
1. Bazaarvoice Conversations You can simply listen to the conversation, or you can actively drive it.
92 10.4 12 x %
of consumers around the world say they trust word of mouth above all other forms of advertising. (Nielsen, 2012)
sources of information are used by the average shopper to make a purchase decision. (Google ZMOT, 2011)
more trust in consumer recommendations than brand-generated marketing messaging. (eMarketer, 2010)
Bazaarvoice Conversations Case Studies
ONE PRODUCT EXPERIENCED A 361% JUMP IN NATURAL SEARCH TRAFFIC
PRODUCT PAGE NATURAL SEARCH TRAFFIC INCREASED BY 23%
U.S. women’s specialty retailer Chico’s FAS has seen dramatic results since implementing Bazaarvoice Conversations across its three brands - Chico’s, White House | Black Market and Soma Intimates. Chico’s is also making ratings and reviews part of its customer loyalty program which has generated additional revenue.
By embedding customer conversations directly within Evans Cycles’ product pages, Bazaarvoice has helped the retailer optimize their site with fresh, keyword-rich content. This strategy has played a crucial role in increasing the brand’s site traffic and search engine rankings.
Travelocity aims to listen, engage, and support its customers on a daily basis to provide a seamless, productive experience for customers. Through the Bazaarvoice platform, Travelocity better supports customers (and partners) by providing a forum hotels brands can answer travelers questions at and before the point of purchase.
WHITE HOUSE | BLACK MARKET 5.27% OF HOTEL SALES REVENUE IS DIRECTLY ATTRIBUTED TO SOCIAL CONTENT
300% INCREASE IN REVENUE PER VISITOR
200% INCREASE IN ORDER CONVERSION AMONG SITE VISITORS WHO ENGAGE WITH RATINGS, REVIEWS, QUESTIONS OR ANSWERS
250% INCREASE IN AVERAGE ORDER VALUE OVER 5% REVENUE INCREASE FROM CUSTOMER LOYALTY PROGRAM INCORPORATING RATINGS AND REVIEWS
+100% HIGHER AVERAGE BOOKING VALUE WHEN USERS INTERACT WITH QUESTIONS AND ANSWERS TRAVELOCITY USERS WHO ENGAGE WITH QUESTIONS AND ANSWERS HAVE THE HIGHEST CONVERSION RATE, AOV, AND REVENUE/VISIT OUT OF ALL CUSTOMERS OVER 30K QUESTIONS ASKED
VISITORS WHO INTERACT WITH SOCIAL CONTENT CONVERT AT A 103% HIGHER RATE THAN THOSE WHO DO NOT
2. Bazaarvoice Connections Brands and retailers sell more when they work together – let the experts join the conversation.
Often consumers want information only product experts can provide. Bazaarvoice Connections enables product manufacturers to interact directly with consumers, to answer questions and influence sales where it matters most – at the point-of-purchase.
91
%
Shoppers voted supplier answers
53
%
of shopper questions are not covered in existing product materials and descriptions.
66
%
more helpful than answers from other consumers.
increase in conversion when brands answer customer questions directly.
Products with supplier answers have, on average,
23
%
lower return rates.
Bazaarvoice Connections Case Studies
PRODUCTS WITH SAMSUNG ANSWERS GOT
96
%
MORE REVIEWS Through their involvement with Bazaarvoice Connections, Samsung effectively addressed online knowledge gaps in the retail channel. On the set of products with higher Samsung involvement, 91% of the content Samsung provided in their answers was not already on the site. Filling these information gaps helped Samsung turn shoppers into buyers and drive incremental sales for the brand. Samsung understands the value of connecting with their customers. With Bazaarvoice Connections, Samsung engaged directly with consumers through their network of retail partners. Long known for their innovative products, Samsung created the online persona “Mr. Samsung” to answer product-related questions across channels, including retail websites in the Bazaarvoice network. When comparing the impact of Samsung submitted expert answers alongside those submitted by the community, products with answers from Mr. Samsung were viewed twice as often as those without. This suggests that Samsung’s involvement fostered an increase in product interest. As Samsung collected a higher volume of answers, the community responded with more questions suggesting that Samsung’s brand engagement influenced an increase in their community’s engagement.
SAMSUNG’S PARTICIPATION ENCOURAGED CUSTOMERS TO ASK 100% MORE QUESTIONS
FILLING INFORMATION GAPS HELPED SAMSUNG TURN SHOPPERS INTO BUYERS AND DRIVE SALES
3. Bazaarvoice Intelligence & Social Insights Finally, understand the why behind the buy.
All these social conversations generate an enormous amount of data – the raw material for uncovering precise product insight and identifying your influential consumer advocates. Bazaarvoice Intelligence enables you to find hidden revenue opportunities while reducing costs in market research and product development.
Social data helps manufacturers reduce product development time by
20-50% % 60
(McKinsey, 2011)
Social data can help retailers increase operating margins by more than
(McKinsey, 2011)
Bazaarvoice Intelligence & Social Insights Case Studies
For the team of buyers that’s responsible for Urban Outfitters’ Decorative Home business online, customer feedback affects every decision – from the way products are designed, to how they are described on web pages, to the manner in which they’re displayed in photographs. Bazaarvoice helps them quickly identify and capitalize on opportunities to improve the customer experience.
Seeing Bazaarvoice data come to life is like having a focus group every week. It enables us to hear directly from customers what they like or don’t like, and to adjust accordingly. Christine Doobinin Senior Buyer
Decorative Home, Urban Outfitters
Cabela’s uses Bazaarvoice’s Intelligence to pull insights from customer content that fuel improvements across the entire business. Merchants easily determine the best products for promotion based on sentiment. Insights from always-on customer feedback let QA teams quickly discover the reason behind products with high return rates, informing vendor negotiations. Bazaarvoice Intelligence also highlights potential product flaws and polarizing products in real time for faster action. And Cabela’s gets insights around product categories, individual products, customer segments, and individual customers, creating a holistic, customer-centric view of the business. Bazaarvoice Conversations have become essential to Dell’s strategy for driving sales and powering innovation across its worldwide organization. The intelligence that reviews provide internally leads to improvements in Dell products, services and solutions that ultimately improve client satisfaction and loyalty. Putting the customer at the center of how Dell does business is the company’s greatest priority, as it works to improve its products and services, and its relationships with customers. Dell’s implementation of the Bazaarvoice platform has enabled its ability to fulfil the vision of becoming a truly customer-centric business.
“Reviews and other social data allow manufacturers like Dell to become more customer-centric.” Michael Buck CSMB Online Marketing & Marketing Strategy
Dell
We can help put your customers at the heart of everything you do.
4.Action Insights are only as powerful as the actions they inspire.
Insights from social data can – and should – be leveraged across your entire organization. Every conversation is an opportunity to learn and take action on what your customers need. This is a revolution that can inspire change in every department you work with – from marketing to customer service, from merchandising to R&D. Bazaarvoice provides the technology, community management, and professional services to integrate social data into the way you work.
Action Case Studies
Well known for its television shopping channel, QVC UK also boasts a strong e-commerce site, QVCUK.com. The brand launched customer ratings and reviews to drive engagement and boost sales. Social data has enabled the brand to optimize merchandising online and on-air, improve products and sell more. Social data is now fully integrated into QVC’s business - from marketing and merchandising, to customer service and broadcast.
QVC HAS RECEIVED
“A review isn’t the end of the customer relationship; it’s only the beginning. It’s an opportunity to engage directly and find out more.” Dell has repeatedly applied what it has learned in reviews to making improvements in products, services, and solutions that ultimately improve satisfaction and loyalty. Customer-driven changes cover the spectrum from thermal improvements, to ergonomics, to design enhancements – from large-scale changes to identifying the optimal spot to engineer a USB port.
Michael Buck CSMB Online Marketing & Marketing Strategy
Dell
ONE OF DELL’S CURRENT NOTEBOOKS HAS 20 FEATURES THAT ENGINEERING CHANGED BASED ON CUSTOMER FEEDBACK
365,000 REVIEWS
Retailer L.L. Bean uses social to maintain its brand promise: 100% customer satisfaction. L.L. Bean Inc. noticed that one of its topselling products, Supima Cotton Fitted Sheets, was getting negative online customer reviews. At L.L. Bean, products that receive a rating below three stars are sent back to managers to be retooled, so they pulled the sheets from its website. L.L. Bean found that a wrinkle-resistance treatment mistakenly added by a contractor was causing the cotton fabric to unravel. As a result, the retailer offered new sheets to the 6,300 customers who had purchased the set and destroyed the rest of the faulty batch.
45,000 ACROSS
PRODUCTS
“Before, it would have taken us months and months to figure out if something was wrong with the product through returns, if we ever would have known at all.” Steve Fuller, Chief Marketing Officer
L.L.Bean (Wall Street Journal, July 29, 2012)
Go ahead. Change the world.
bazaarvoice.com
one authentic conversation at a time.
bazaarvoice.com/change-the-world