Archive for June, 2008

Brett Hurt Mary Meeker’s June 20 Technology Trends Report

June 28th, 2008 by Brett Hurt Founder and CEO

Mary Meeker of Morgan StanleyMary Meeker writes one of my favorite trends report each year, Morgan Stanley's Technology Trends.  This makes for great weekend reading.  It gives you both a US and global perspective on the trends most affecting the technology industry broadly, primarily from a B2C perspective.  It has already been forwarded to me by many of the most connected people I know in technology, such as Josh Kopelman (one of our investors), showing its broad impact.

While all of the findings are of interest (mobile, widgets, personalization, etc.), this year I was most struck by three big trends:

  •  The global traffic share gains of YouTube, Facebook, Hi5, Wikipedia, and Orkut – all making the global top-10 for the first time.  I remember when Time selected "You" as the "Person of the Year" for their Dec. 2006 cover.  They may have called it too early.  Social connection online has truly arrived.  The growth of these sites are staggering, highlighting the power of community, user-generated content, and word of mouth online.
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Chad Bockius IBM Embraces Word of Mouth with Blue Business Platform

June 27th, 2008 by Chad Bockius Former Director of Product Marketing

Early this week Christian Carlsson, IBM Site Architect, wrote about IBM’s new Blue Business Platform for Small and Medium Businesses.  In his words, “the Blue Business Platform is a marketplace where IBM partners and software developers can market and sell their solutions online to small and mid-size companies across the globe.”  The plan is very ambitious and Bazaarvoice is excited to be a part of the solution.

From a Social Commerce perspective, IBM is using the Bazaarvoice Ratings & Reviews solution to help small and medium businesses (SMBs) connect with one another and learn from their collective experiences.  The information shared will help streamline the purchase process for these organizations and assist in matching the right solution for that organization’s needs.  In addition, Bazaarvoice Ask & Answer will enable community participants to pose product- and solution-specific questions.  This dialogue will fill key information gaps, helping not only the person writing the question but everyone who follows to make better buying decisions

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Brant Barton Green Marketing & The Importance of Authenticity

June 23rd, 2008 by Brant Barton Co-Founder and Chief Innovation Officer

Several weeks back (this post has been percolating for a while), I received or interacted with three different examples of "green marketing" in a 24-hour period. 

The first was a banner ad from The Home Depot, which promoted two eco-friendly products, encouraging shoppers to "Go Green & Save." 

The second was a catalog from Design Within Reach, which cleverly asked "What is Green?" on its cover and featured, again, eco-friendly products, many manufactured from reclaimed materials. 

The last was a direct mail piece from The Container Store, which featured green products from Umbra, a brand I really like.  

As an eco-conscious consumer, I appreciate any company's genuine efforts to go green.  Ideally, this transformation should start with the company's selection of materials, suppliers, and manufacturing processes, so I'm a bit skeptical when I see green marketing without having any knowledge of the company's environmental track record.  Green marketing elicits a Pavlovian response from many consumers, so the lure of easy money makes me wary of "greenwashing" campaigns.  And I'm not alone.  Just Google "greenwashing" and take your pick of websites dedicated to blowing the whistle on companies that stretch the truth on their environmental resumes.

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Brett Hurt A Son’s Story of His Father

June 20th, 2008 by Brett Hurt Founder and CEO

My father, Brian Douglas Hurt, passed away last night at 3am.  He passed in his sleep from a sudden heart attack and, fortunately, it seems like it happened almost immediately.  I got the call from my sister around 3:15am, and I have been ever up since, holding my mother, her, and my niece after it happened.

This is an incredibly tough call to receive, and I have been through a wide range of emotions in the last 12 hours.  One way I am dealing with this is by writing this post, which I realize is more personal than my previous Bazaarblog posts, and you will not offend me if you stop reading now.

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Wayne Stribling Land of Nod Turns Negatives into Positives for Customers

June 20th, 2008 by Wayne Stribling Former VP of Client Services

The Land of Nod

Land of Nod, a subsidiary of Crate and Barrel, offers unique, whimsical children’s furniture, toys, and accessories. These are high-consideration purchases, and they knew customer reviews could help shoppers make more confident decisions. After going live in March 2008, we sat down with Michelle Kohanzo, Marketing Manager, to see how Ratings & Reviews impacts their business.

Q: After about 75 days since going live, how things are going?

A: Ratings and Reviews have far exceeded our expectations. Overall, our customers are ecstatic about our products and are letting us know – we have generated over 10,000 reviews with an average rating of 4.7 stars since launch.

Q: Have you seen any cultural change within Land of Nod since launching Ratings & Reviews?

A: We were apprehensive about opening ourselves up to customer feedback and our ability to quickly respond to issues that might arise through the review process. Once we went live with reviews, our organization very quickly embraced the feedback we were receiving, both positive and negative. From my perspective, launching Ratings and Reviews has helped us to more clearly focus on our customers and what they value.

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Wayne Stribling President’s Choice takes Ask & Answer into their stores!

June 17th, 2008 by Wayne Stribling Former VP of Client Services

By Andrea Abdine, Community Manager

President’s Choice recently launched with Ask & Answer and they got great participation from their customers right off the bat. They did something new and innovative with Ask & Answer by selecting a particular group of customers, the "green thumbs," to get engaged in their community. They called the initiative "Green Thumbs Unite!"… and unite they did!

President's Choice Home Page Promo

Now, any "green thumb" can ask questions to their fellow plant-lovers and get the answers they need, with the products they love, to get the results they want. There really is a vast knowledge out there on gardening, and President’s Choice is capturing it on their site.

On top of featuring Green Thumbs Unite on their home page, President’s Choice highlighted Green Thumbs Unite in their email newsletter, their Summer Insider Report print brochure and their in-store flyers. By doing this, they were able to reach a wide audience of customers to bring them online and join the "Green Thumbs Unite!" movement. 

President's Choice Flyer

I am constantly amazed at the innovation and creativity that comes from the team at President’s Choice – they never cease to break the barriers and go all out to make sure that user-generated content plays an important role with their branding – and they truly take advantage of Bazaarvoice's platform strategy!

Sam Decker Seth’s Top 5 Takeaways from Social Commerce Summit

June 16th, 2008 by Sam Decker Chief Marketing Officer

Seth Brady, a Director at PC Connection, wrote a terrific summary of his top 5 takeaways from the Bazaarvoice Social Commerce Summit a few weeks ago. Here is his post, along with ‘reaction’ and ‘bottom line’ summaries to these top five top takeaways:

1. Lesson #1: Negative Reviews: Expect them AND embrace them.
2. Lesson #2: It’s all about the art of the “Thank You.”
3. Lesson 3: Testing – Most of us DON’T do it!
4. Lesson #4: Ratings and reviews can go far beyond your web channel.
5. Lesson #5: True power comes from infecting your entire organization

I caught up with Seth at Internet Retailer last week, where he gave a more concise summary of what that show was missing!

YouTube Preview Image

Sam Decker Bazaarvoice Awarded Best Place to Work in Austin (Second Time)!

June 11th, 2008 by Sam Decker Chief Marketing Officer

As chief marketing officer you might think I'm most interested in excellent whitepapers, PR, events and such. Well…ok, I am. However, our culture and our people are a much higher priority for our success and our brand because our employees ARE our company. Your employees ARE your company. There are studies that prove employee satisfaction is directly correlated with customer satisfaction, and customer satisfaction is directly correlated to company growth. When it comes to marketing, I believe the best companies don't try to create a perception of what they want to be, they just ARE. They just be who they are and the rest is amplification. Taking a spin from a quote from Richard Edelman, marketing today is about becoming masters of reality, not masters of spin or hype. And it's our team that makes our company great and a place where they and we all want to work.

So you can imagine my excitement when we were voted one of the Best Places to Work in Austin (second year in a row) by Austin Business Journal. This win was even sweeter for us, because we "moved up" to the mid-sized company category. Keeping our open, entrepreneurial culture is a challenge as we grow, but our employees are telling us that we are still succeeding at creating a great environment for them. And our solid growth in all areas of our company proves that, when you hire excellent people and give them a great place to work, anything is possible. Some of our team members shared why they love working at Bazaarvoice…

"The most exhilarating, energetic, dynamic, creative, professional and driven organization I have ever been part of it.  We are reaching for the stars and I can’t wait to touch them!" – Zach, Sales

"The true test of any job is whether or not you wake up in the morning excited to go to work.  Bazaarvoice’s talent, culture and the opportunity it presents make it the best place I have ever worked." – Chad, Sales

"Bazaarvoice is unique because of the amazing amount of talented people that work for the company, coupled with a fun and rewarding culture.  It is by far the best place I have ever worked." – Kim, Sales

"Working at Bazaarvoice has been an amazing experience for me. I enjoy the company's open and collaborative culture, and it's refreshing to connect with fun, well-rounded, and passionate people every day. Also, the opportunities to learn and grow at Bazaarvoice have been second to none. I truly believe that we're building something that's built to last." – Tung, Community Management

"I love working for Bazaarvoice because this company feels more like a family. Never have I worked at a place where I look forward to going to work every day and am welcomed by warm, smiling faces. The BV culture is also an experience you won't see anywhere else. From a sweet game room to monthly massages to company-wide leadership training, there's not much you can imagine that we won't try for the betterment of our quality of life!" – Sherrie, Community Management  

"Passion — it is a pleasure to work with a group of individuals who share a common trait: passion for their work. It’s the passion each of us brings to this job every day that has fundamentally changed the way consumers shop all over the world." – Greg, Sales

"It is infinitely rare to find the perfect storm of incredible leadership, rock solid product, perfect market timing, and an immensely talented team. Bazaarvoice truly embodies this." – Snow, Sales
 
"When you work in a place where the word ‘blame’ doesn’t exist, you’re able to do your best work, free from the fear of failing alone." – Leigh, Marketing

"Everyone ‘gets it’ here. We set the bar high when it comes to hiring — deliberately seeking out passionate, talented, team-oriented individuals. No matter how difficult a challenge is, I rest assured that my peers have a high sense of accountability, trust in each other, and are aligned with the larger goals of the company. Everyone sees the bigger picture and works together to achieve common goals.  At the end of the day, it feels more like I’ve been collaborating all day with friends rather than with coworkers." – Andrew, Product Management

"Bazaarvoice is an excellent place to work because we have cultivated together a home-grown corporate culture that promotes excellence in each individual, and in how we work together as a team.  It’s very rare you find a workplace where each and every individual is a rock star, and contributes the best aspects of all of their strengths into their daily work. I am energized by working in this environment and I’m excited to come to work every day!" – Crystal, Community Management

Sam Decker Photo Q&A Launches for Ask & Answer Clients

June 10th, 2008 by Sam Decker Chief Marketing Officer

Andrew Chen, Product Manager Ask & AnswerBy Andrew Chen, Ask & Answer Product Manager

Ask & Answer Product Mark

Earlier this month, we launched enhanced functionality for Ask & Answer so users can upload multiple images and captions with their questions or answers. Images can serve to clarify a question or paint a series of visual steps to solve a problem.  The Home Depot, Canada is one of our clients who recently enabled this feature and is already seeing customer adoption.   At PETCO, customers often upload photos of their pets to add personality to their questions, answers, and reviews.

PETCO Photo Q&AHome Depot Canada Photo Q&A

Besides adding a personal touch, photos help explain a problem in ways that words often cannot — providing visual context for retailers, manufacturers, and community experts to more quickly diagnose an issue or provide a more prescriptive answer that fits the particular situation of the user.  I predict photos within the answers themselves will frequently evolve into step-by-step photo instructions.

Photos submitted with a question or answer are moderated by our Content Moderation Team for appropriateness and relevancy.  This feature is readily available to all of our Ask & Answer clients.  Just talk to your Community Manager or Implementation Project Manager about styling and turning on Photo Q&A. 

Brett Hurt Obama and The Open Brand Win

June 4th, 2008 by Brett Hurt Founder and CEO

Meet Barack ObamaAs everyone now knows, last night was a historic one in the U.S.  But did you also know that Obama made history for how innovative his online campaign was?

We had the pleasure of hosting Kelly Mooney, President of Resource Interactive and my peer on the Shop.org Board of Directors, as one of our keynote speakers at our Social Commerce Summit last week (note: the event was amazing, see the recap post from Sam Decker, our CMO).  Kelly was great, as always.  Her interview of Ze Frank, one of our Advisory Board members, was fantastically thought-provoking and entertaining.  Hey keynote presentation on The Open Brand, her new book (see my interview of Kelly), was also top-notch.  What I remembered most from her presentation was the "Yes We Can" shared community video produced by will.i.am of the Black Eyed Peas.  Kelly blogs about it here (her blog is one of the few that I personally follow).  The video is an awesome expression of community participation and user-generated content (note: mouse over the mosiac as it plays).

Whether or not you support Obama, his innovative use of the online channel will be emulated for future democratic elections.  And as politics gets more "open", that will benefit us all.  Just like customer-generated reviews benefits all with better products and services (at our Summit, I learned that Wal-Mart drops any product nationwide after it gets a certain number of negative reviews online), so will politics as candidates engage in openness.

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