Change the world

Right now, millions of conversations are taking place amongst 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.

Changing the world starts with a conversation.

Four steps to changing the world.Our more than 1,800 clients say it best.

Activate customer Conversations online.

1.

Build Connections between your customers and the experts.

2.

Take customer-centric Action across your organisation.

4.

Uncover Intelligence from your social data.

3.

Found from best brand websiteModify logo

http://www.sephora.com/

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.

10.4%

92%

12 x

1. Bazaarvoice Conversations

You can simply listen to the conversation, or you can actively drive it.

Bazaarvoice Conversations enables you to:

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 has enabled Marks & Spencer to increase its customer engagement online and deliver key customer insights to help improve the the brand’s products and services.

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.

Conversations Case Studies

“Bazaarvoice has helped us raise awareness of, and given customers access to, an open and honest feedback mechanism.”

David Walmsley – Director of Multichannel Development M&S

PRODUCT PAGE NATURAL SEARCH TRAFFIC INCREASED BY 23%

ONE PRODUCT EXPERIENCED A 361% JUMP IN NATURAL SEARCH TRAFFIC

427% INCREASE IN CUSTOMER FEEDBACK

5.27% OF HOTEL SALES REvENUE IS DIRECTLY ATTRIBUTED TO SOCIAL CONTENT

+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.

66%

91%

23%

53%

more helpful than answers from other consumers.

Shoppers voted supplier answers

of consumers around the world say they trust word of mouth above all other forms of advertising. (Nielsen, 2012)

Products with supplier answers have, on average,

lower return rates.

increase in conversion when brands answer customer questions directly.

PRODUCTS wITH SAMSUNG ANSwERS GOT

96%MORE REvIEwS

ConnectionsCase Studies

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.

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’S PARTICIPATION ENCOURAGED CUSTOMERS TO ASK 100% MORE QUESTIONS

FILLING INFORMATION GAPS HELPED SAMSUNG TURN SHOPPERS INTO BUYERS AND DRIvE SALES

All these social conversations generate an enormous amount of data – the raw material for uncovering precise product insight and identifying your influential consmer advocates. Bazaarvoice Intelligence enables you to find hidden revenue opportunities while reducing costs in market research and product development.3.Intelligence

Finally, understand the why behind the buy.

Mine data gold.

20-50%

60%

STATS

Social data helps manufacturers reduce product development time by

Social data can help retailers increase operating margins by more than

(McKinsey, 2011)

Over two years, Argos gathered 1.6 million pieces of customer content from different channels and functionalities. These rich customer insights now fuel improvements across the entire business. Merchants easily determine the best products for promotion in the catalogue based on customer sentiment. Argos also uses online customer reviews as a great way of uncovering dissatisfaction with products that may have never been returned, informing vendor negotiations. In addition to boosting sales – with a 50% uplift in conversion and £4.36 in referral sales per “social alerts” email sent – customer feedback also informs Argos’ strategy, the average rating of a product range being one of the trading team’s KPI’s.

IntelligenceCase 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 capitalise 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

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 StrategyDell

“we’re able to use real-time analysis of the online channel to improve service on another channel.”

Jim Bassett

eCommerce Operations Manager Argos

4.Action

Insights are only as powerful as the actions they inspire.

We can help put your customers at the heart of everything you do.

Insights from social data can – and should – be leveraged across your entire organisation. 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.

Customer opinions helped QVC UK improve products and sell more. 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 in October 2007 to drive engagement and boost sales. Since then, they have received over 310,000 reviews across 44,900 products. Social data has enabled the brand to optimise merchandising online and on-air and to improve or discontinue poorly-rated products. Social data is now fully integrated into QVC’s business – from marketing and merchandising, to customer service and broadcast.

Dell has repeatedly applied what it has learnt 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.

In 2011, Castorama’s customer interactivity service replied to more than 20% of all reviews posted. For reviews that included complaints about products, the company worked to ensure that problems were resolved to the customer’s satisfaction. In one case, the company went so far as to completely redesign its “Equinox” shower kit that had been the subject of numerous returns and complaints. Most customers responded with a positive review of the new version, which significantly boosted sales. Across its catalogue, Castorama saw a 233% uplift in conversion for customers interacting with ratings and reviews.

ActionCase Studies

ONE OF DELL’S CURRENT NOTEBOOKS HAS 20 FEATURES THAT ENGINEERING CHANGED BASED ON CUSTOMER FEEDBACK

QvC HAvE RECEIvED ACROSS

“A review isn’t the end of the story; it’s only the beginning. It’s an opportunity to engage and find out more.”

Michael Buck CSMB Online Marketing & Marketing Strategy

Dell

365,000 45,000REvIEwS PRODUCTS

Go ahead.Change the world. bazaarvoice.co.uk

one authentic

conversation at a time.

bazaarvoice.co.uk/change-the-world