Bazaarvoice

““We have less than 50 people in our entire company, but you wouldn’t know that,””

““So people cannot only read the reviews, but they can see the images of that person who actually purchased the product and what they think about it, good or bad.””

““It’s a bonus when there are images involved, too, right?””

““They think more highly of our products than they ever have in the past. We have more corporate partners with other major brands in the industry than we’ve ever had before.””

““I’ve been going to a lot of events this year. People are more aware of our product than they’ve ever been,””

““Bazaarvoice brings the most value to us in being able to easily collect reviews, syndicate them out to our major retailers, and help support our products on their site,””

““It was pretty much just people wanting to leave a review on their own. And a majority of the time, if someone’s going out of their way to leave a review, it’s going to be a negative one, not a positive one,””

““Being able to support the products on our site with reviews and questions and answers, but also syndicating to our major retailers is a really, really big deal,””

“Consumer-generated content is the single most important driver of our business growth, says Dean Jones, CEO, GlamCorner. Given fashion rental is still a pretty new concept in the Australian market, we rely on the early adopters to help spread the word about their awesome experience.”

“We now see a massive increase in the overall conversion rate, and this is no surprise. When we have products with a very low number of reviews, they’re not the best sellers. On the other hand, the more reviews they get, the more we sell. We are convinced that Bazaarvoice has played a big role in this increase.”

“We wanted to improve the customer experience in terms of providing additional user-generated information on our products. And on the other hand, we’re always interested in increasing our conversion rates and, therefore, we found that Bazaarvoice would be a great partner. We’re quite satisfied with the solutions we’re using,”

““We want to celebrate this as a business, and it’s not a commercial celebration. It’s not ‘hey, we’ve made millions and millions of dollars.’ This is about customer empowerment, and that’s the real story we want to tell — that we’ve given our customers a voice,””

““Now we’re in a position where we feel that we’re most engaging with our customers. We’ve done the diligence to understand what’s working best for our customer,””

““We utilize Bazaarvoice reports quite often. It would be absolutely impossible for us to sit there and sift through thousands of reviews every week. So to be able to pull out highlights, and also low lights, that helps us work out what the trending products are, what’s working, and what our customers are really engaging with right now. It helps our merchandising and marketing decisions,””

““We saw it as a real opportunity to understand not only our own product and our customers better but also to really empower our customers to have a voice about our product and what they did or didn’t like. That really helped to inform future product decisions and customer experience decisions,””

““Our team was very aware of the impact that customer reviews and voice have on the market. It really opened their eyes to the possibilities of elevating the product and also elevating the customer to feel like they’re part of us. We wanted to find a way to really capitalize on the intimate knowledge that our customers have of our products and the experiences that they have in order to do things better internally,””

““This program has really provided a huge benefit for us in our denim category. That’s what we built our business on, but denim is a really complex category to convey digitally because it’s all about fit. What we needed to do was find a way to differentiate ourselves, and the best way that we could do that was to use our best brand advocates, which are our customers,””

““When we deliver the content is just as important as the content you deliver because if somebody hasn’t had the opportunity to utilize the product they’ve bought, they’re not going to submit a review,””

““We’ve done quite a bit of testing and tweaking things, like finding the right time frame and when the follow-up email should be sent, and we feel like now we’ve hit a bit of a sweet spot,””

““Our business is very heavily tilted towards our retail stores. We generate around 80% of our total sales through our retail stores, so for us, the link between online and offline is critical. The fact that we’re able to capture both online and offline transactions through Bazaarvoice means that we’re not isolating ourselves from a large portion of our customer base,””

“Consumers do the talking for us. They speak, and we listen and take action.”

““We’re really excited to continue deepening the relationship and to get more and more value from the program. Despite all we’re doing and the success we’re recognizing, we think we’re still just scratching the surface,””

““It saves, on average, eight minutes to code a case. We previously didn’t have the capacity and had to let go of engaging with as many of the reviews as we wanted. It would have taken eight minutes to open a case and transfer all of that content. Now, it’s all automated,””

““When you think about the impact, that’s 700 fewer calls or emails coming through to our customer service team. It’s time and money saved, so the impact is significant,””

““The review data mirrors some of the things that we’re seeing in the consumer service data, but it also allows us to see other themes that we may not detect through some of the phone conversations with consumers,””