bazaarvoice

Social Commerce

Trends and Innovation

May 25, 2010

The Last Year in Social Commerce

Confidential and Proprietary. © 2010 Bazaarvoice, Inc. 2

Interaction

Amplification

Intelligence

Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Stories GridView Hosted UI

“Read more” format

BrandVoice Syndication rules by-

Moderator Code

SocialAlerts Encrypted storage

Retention management Ratings & Reviews

Hyperlinks in Response 6+ pics, 5+MB pics

Ask & Answer Content Tagging

Video Answers

Workbench Scheduled/reccur.Reports Emailed Reports/deep link

New daily Alerts/ upgrades Real-time Alerts

Cust .service integration Next-gen management tools

Report upgrades

SearchVoice SearchVoice Inline

Stories Category nav

Comments

BrandVoice Inactive product-

management

SocialAlerts Expunge PII

Ratings & Reviews Filter by Attribute

Ask & Answer Deep linking to Q

Workbench Profile Management Tool

Comments in SMT Next-gen tools

Report upgrades

SearchVoice Keywords in URL Custom metatags

Moderation Platform Moderator auditing

BrandAnswers BVLabs pilot launch-

Samsung, Dell, Epson

Stories Social-

Recommendations Filter by Attribute

SocialAlerts CheetahMail

Ask & Answer AnswerZone

Badge filtering

Workbench Brand Picker/filtering Filter by Photo/Video

Major tool updates Report /Alert upgrades

SearchVoice Google Rich-

Snippets

Moderation Platform Fraud analytics core Reporting upgrades

SocialAlerts eCircle

Ratings & Reviews Filter by Badge Filter by Source

Most Helpful Pos/neg

Ask & Answer Social-

Recommendations

Workbench Security Upgrades

Multi-Locale reporting Filtering by Locale

Web Analytics Pre-built integration –

w/CoreMetrics

SocialConnect FB Connect

Profiles Profile Snapshot

SocialAlerts International –

features Ratings & Reviews

Social- Recommendations

Workbench Account lockout

Self-Mod enhancements Alerts upgrades

“By-Country” Report

Web Analytics Pre-built integration w/- Omniture & Webtrends

BrandVoice Syndication Reports

Moderation Platform Next-Gen workflow

Next-Gen assignment - framework

Fraud Analytics upgrade

Jan

Profiles Active Profiles

SocialConnect TweetConnect

FB Apps

BrandAnswers Core product

launch

Feb Mar Apr May

Stories Tags & Navigation

Workbench Password Expiration &-

Recovery Saved Views

Alerts Deep-linking

BrandVoice Syndication Filters

Platform Elastic computing -

infrastructure Self-Serve Data-

Feed Validation

Ratings & Reviews Stand-alone, hosted- submission process “I like this” feedback

Comments 2.0

BrandVoice Reporting upgrades

Ratings & Reviews Comments

Photo Gallery Hosted Video Feedback 2.0

Workbench Exec Summary 2.0

Trending Graphs

Ask & Answer Real-time- publishing

SearchVoice Google Product-

Search Integration SearchVoice Inline-

for Ask & Answer

Platform Social Alerts Open-API

Demandware – turn-key integration

Challenge of 2010: The funnel is no longer controlled by the brand

Confidential and Proprietary. © 2010 Bazaarvoice, Inc. 3

Source: Forrester

Brand-sponsored communities often overlay a traditional funnel on top of savvy, web-centric people

Effective communities rely heavily on network effects and social connections to spread word-of-mouth, working in tandem with brand-sponsored properties.

Traditional Funnel

Today’s Networked

Funnel

The shopping experience has gone social

YOUR BRAND SITE Category Pages

Product Pages Purchase Social

Profiles Ratings and

Reviews Answer

Zone

Social commerce profile is updated with purchase and shared

Stops by the store and reads a review on a mobile device

Review includes user uploaded video from YouTube

Syndicated Yahoo answers provide additional product info

Natural search (SEO) enhanced by social commerce content

UGC enhances search ratings (SEO) –again! (virtuous circle)

Customer Diggs product review from his mobile

Video Review is shared with friends on Facebook

Post-purchase email invites customer to write a review

Product page enhanced by user contributed photos

Emerging trends that drive our vision

Confidential and Proprietary. © 2010 Bazaarvoice, Inc. 5

»  Brands are embracing customer voice

»  Customers are being influenced by new media

»  New ways of consuming information

»  Customer loyalty is dissipating

»  The rise of Social ROI

4 Areas of Social Commerce Innovation

Drive acquisition and conversion through contributor loyalty

Connect your brand to the social web

Harness the social supply chain

Transform your business through social analytics

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4 Confidential and Proprietary. © 2010 Bazaarvoice, Inc. 6

Opinions don’t just affect online purchases but

offline purchases as well

•   The CEO of Macy’s, Terry Lundgren, told the audience at

Shop.org that “for every $1 spent online our site

influences $5.77 spent in the store over the

next 10 days.”

Offline (in store) impact

Confidential and Proprietary. © 2009 Bazaarvoice, Inc. 7

Creating the future of

Social Commerce Contact : Graham Jackson 02 9238 2097

graham.jackson@bazaarvoice.com