#bsocial14

Stronger together: The new reality of consumers, brands & retailers united

Julia McCullough

Confidential and Proprietary. © 2014 Bazaarvoice, Inc. 2

Retail websites are the #2 place

consumers search to research products, often before going to the store or while in-store, second only to search engines1 84%

70%

of consumers research online before buying a product online or in-store1

of consumers say they look at reviews before making a purchase2

1 Google Shopper Marketing Council2 Bazaarvoice Analytics, 2012

New Shopping Realities

Confidential and Proprietary. © 2014 Bazaarvoice, Inc. 3

$0

$500

$1,000

$1,500

$2,000

$2,500

$3,000

$3,500

$4,000

2011 2012 2013 2014 2015 2016

Online retail sales

Web influenced offline

spending

Non web influenced offline

retail sales

$1,572

$1,707

$1,987$1,856

Forrester forecasts that in 2015, Web Only and Web Influenced sales will surpass Non-Web Influenced retail sales4

4 Forrester US Cross-Channel Retail Forecast, 2011-2016

$1,672 $1,723 $1,741 $1,771 $1,780 $1,812

$1,103$1,206

$1,320$1,429

$1,552$1,660

$202$226

$252$278

$304$327

$1,305$1,432

Every $1 a consumer

spends online influences

$5.24 offline1

“Be where the Member is headed, not where they’ve already been”Doug McMillon – President & CEO Wal-Mart Stores

Creating Today’s Sale

• Answering key questionsleads to sales

• Sharing the "voice" ofprior buyers with today'sshoppers

• Providing service &responsiveness isunusual in today's

marketplace

Informing and Enabling Tomorrow’s Sale

• Leverage insights fromreviews and Q&A

• Example: Holiday Season Program & Chosen By Program

#bsocial14

Stronger together: The new reality of consumers, brands & retailers united

Claire Spinti

Consumer Expectations are ever growing

89% of consumers find internet channels trustworthy

sources and will see online information to verify product recommendations from friends and family

86% of consumers would buy more from a web site

that offers strong Ratings & Reviews feature

63% of consumers said it was very valuable for a web

site to provide a strong selection of Ratings & Reviews

3M needs to advance product sell-through in a disruptive purchase cycle

The Loyalty Loop

EVALUATE

Consider

ADVOCATE

Bond

EnjoyBuy

Trigger

Call Center

Word of Mouth

In-Store

Packaging

Website Email

Brand Answers Allows Us to Serve Our Consumers

Brand Answers Allows Us to Serve Our Channel Partners

Built a Customer Service Center of Excellence

“A good recovery process

can turn angry, frustrated

members into loyal ones.

It can create more goodwill

than if things had gone

smoothly in the first place.”

Additional Data for Brands

This data directly

and immediately

impacts our:

Channel

Brand

Research &

Development

#bsocial14

Thank you!