Author Archive

Mike Svatek One hundred billion. That’s a big number, even for Congress.

March 1st, 2010 by Mike Svatek Chief Product Officer

100 billion impressionsI get a little misty-eyed when I think about how transformational our actions, as consumers, have become. Rare is the case where you meet someone who doesn’t rely on others’ opinions, stories, experiences, and recommendations when shopping for products or researching service providers like dentists and daycares online. And as you may have read, Bazaarvoice hit 100 billion user-generated impressions served last week.

We as consumers are sharing opinions online at a rate far greater than in the physical world. While that may not seem like a stop-the-Wordpress kind of statement, let’s look at some numbers. Each of those 100 billion impressions represents a time a consumer was exposed to opinions… regardless of how many opinions were expressed. If you figure that a typical exposure contains 10 ideas – be they questions, answers, product reviews, stories, photos, etc. – then you’re looking at 1 trillion (yes, trillion) opinions shared. That’s 170 opinions for every living person on earth, and about 600 opinions for everyone who’s wired today.

That’s just the content Bazaarvoice’s 750 clients are pumping through their websites. When you expand the lens to all opinions shared through all other social commerce channels (and not to mention social networks) you’re looking at some staggering numbers, where every single person in the world is getting at least one opinion, every day, wired or not.

Virtual has clearly surpassed physical in volume, and when you consider the reach of our digital opinions – where shoppers in South Korea are helping those in Ireland – we have long surpassed what the physical world could have granted us. Forward-thinking brands and consumers, together, have changed the face of commerce forever. I extend a heartfelt thank you to our customers, partners, and all consumers who are helping advance the reach of social commerce and its impact on our everyday lives.

Mike Svatek Announcing BrandAnswers! New Channel Marketing Tool Enables Brands to Answer Questions Inside Retail Sites

November 2nd, 2009 by Mike Svatek Chief Product Officer

Today we launched BrandAnswers, which notifies manufacturers when shoppers have questions about their products across our network of retailers. With BrandAnswers, manufacturers have a whole new way to impact sales across the channel. Watch a quick video about BrandAnswers here.

We’ve seen that answers to customer questions on a site can drive sales – PETCO’s Answer Den case study showed a 72% increase in conversion. JC Whitney saw that answers decreased product returns on 80% of products with answers had a lower product return rate, with an average 23% decrease in return rates for these products. And Canadian Tire found that questions with more than three answers eliminated up to 81% of their pre-sales calls taken by the customer service department, greatly reducing those costs.

BrandAnswers notifies participating manufacturers when a shopper has a question about one of their products across all retail sites that use Bazaarvoice Ask & Answer. The manufacturer answers the question and it’s immediately posted to the retailer’s site. Manufacturer answers are badged with the brand’s logo, giving the brand even more visibility on the retailer site, and showing that the manufacturer is listening and responding to shopper queries.

Samsung sees the power of answers

SamsungJust over three months ago, Samsung launched BrandAnswers and we ran analytics to see the impact their answers have on sales on a major retailer site. We looked at TVs that are comparatively rated, have similar traffic, and are in the same price range. We split these televisions into two groups: those with high BrandAnswers engagement (an average of 15 Samsung answers per product), and those with low BrandAnswers engagement (an average of four Samsung answers per product). Here are the trends we saw over three months:

Samsung answers correlate with a 96% increase in product views, suggesting that Samsung’s involvement fostered an increase in interest for these products.

When Samsung answers questions, the number of questions doubles, suggesting that Samsung’s brand engagement influenced an increase in their community’s engagement.

Samsung fills information gaps while learning what’s important to shoppers. BrandAnswers helped Samsung address online knowledge gaps – 91% of the content Samsung provided in their answers was not already on the site. The most repeated question was, “Can I hang this TV on the wall?” From Samsung’s perspective, the answer may be obvious; however, shoppers are telling them that it’s not clear. Filling these information gaps can help turn shoppers into buyers.

Each answer creates a “ripple effect” of value. Unlike one-to-one communication vehicles, such as a customer email or phone call, answers provided online help the overall community. When a shopper asks a question, it’s safe to assume that others have the same question. Additionally, having these answers within the purchase path helps drive sales conversion, so just one answer from Samsung can help drive incremental sales beyond the one person who asked the question.

Now Samsung – and other forward-thinking manufacturers – can easily help inform consumers, increase awareness of their products, and help drive channel sales. BrandAnswers requires just one sign-in to see questions across multiple retail sites, can notify product experts via email, and can let manufacturers publish answers instantly.

The best part? Manufacturers finally have first-hand insights into how consumers consider and buy their products. This perspective will help them create even better marketing campaigns and product information, and help them gain a major leg up on competitors. Look for more interesting BrandAnswers stories to come from major manufacturers.

Oh…and the other best part…for retailers. The content is FREE to retailers, and requires no impact to IT if they are a Bazaarvoice Ask & Answer client!

Mike Svatek Flying monkeys invade Bazaarvoice booth at shop.org!

September 25th, 2009 by Mike Svatek Chief Product Officer

Another year, another invigorating shop.org Summit. These events are always informative, and give us a great opportunity to meet new people and connect with clients. We’re always honored to be part of the Summit; CEO Brett Hurt and John Lazarchic from PETCO helped kick off the event at a well-attended boot camp session.

From a technical side, the most talked-about demonstration at our booth was of our Social Network Accelerators – how we integrate social networks, namely Facebook, with social commerce. It was a huge hit; take a moment to request a demo yourself.

Search was another hot topic. While inline search indexing is important, it’s just part of the overall picture. Read more about our search philosophy here and download a free whitepaper from Range Online Media here.

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We’re lucky in that booth traffic never really dies down for us at shop.org – one of the many reasons we attend each year. And while we like to think it’s because we’re so smart, we always try to think of fun ways to attract folks over. This year, we introduced Social Commerce Super Heroes in the form of – what else? – flying monkeys. We even set our very own (self-proclaimed) world record for the largest monkey launch in North America, thanks to our friends at Elasticpath, who orchestrated and, um, launched the effort (the launch happens at 1:10 in the video).

Each year we also try to have a great party, and this year was bigger and better than ever, thanks to our partners at ATG and Sapient. Sapient engineers created interactive touch-screen stations where attendees could get virtually married or order specialty drinks, all based on RFID bands. The party was great fun and full of interesting conversations.

Thanks again to everyone who came by, launched a monkey, or got married in Vegas with us! We’re already looking forward to next year.

Mike Svatek Latest Bazaarvoice release helps drive traffic, sales

September 10th, 2009 by Mike Svatek Chief Product Officer

Another seven weeks has passed, which means we have released another new set of capabilities for Bazaarvoice clients. In most cases, our continuous innovation builds upon requests from clients, and with our SaaS model, these same clients get to benefit from these immediately.

This release focuses on two main needs of our client base:

•    Increase site traffic through SEO and social networks
•    Drive discovery and sales with social merchandising

For a little more detail on each of these, keep reading.

Optimizing search by putting keywords directly in URLs

Keyword density plays a major role in driving natural search traffic, and adding keywords directly into the URL amps up optimization. Adding specific keywords into SearchVoice Microsite or UGC Landing Pages helps increase traffic to these already-search-enhanced pages.

Using Facebook to spread word of mouth

Our Facebook Connect integration lets consumers post reviews, stories, questions or answers directly to their Facebook pages as part of the submission process, increasing the content shared across social networks. Brands still retain complete control over what gets posted and when – whether the content appears once it’s fully moderated, un-moderated snippets are shown, or content is displayed immediately upon submission. So far, no other provider offers these options.

Facebook Connect

Letting customers recommend their favorite products to shoppers in Ask & Answer

Customers can already help each other find the information they need with Ask & Answer. With Social Recommendations, answerers can now post product recommendations directly in their answer, putting the reader one click away from a purchase.

Product Recommendations

Helping shoppers discover new products with input from brands in Stories

Customers have been able to post product recommendations with their stories, and now brands can complement existing stories with their own recommendations, making it easy for customers to purchase.

Client recommendations

This month marks another exciting release for Bazaarvoice, and rest assured we’re already working on our November release. Watch this space for updates every seven weeks – that’s how fast we iterate. And if you’re a Bazaarvoice customer, talk to your Community Manager about implementing these new capabilities.

Mike Svatek Introducing Social Network Accelerators from Bazaarvoice

August 10th, 2009 by Mike Svatek Chief Product Officer

Follow us on TwitterTwitter and Facebook get all the headlines and are clearly great ways to connect, but how do they drive real results for business? At Bazaarvoice, we’re all about results, so we’re creating real ways for companies to use social networks to fuel social commerce.

Our new Social Network Accelerator program, announced today, gives brands a blueprint for plugging into social networks in the right way to drive sales. It all starts with engaging users through social commerce applications such as Ratings & Reviews, Ask & Answer, and Stories – and gives brands an integrated strategy to tap into social networks for better distribution, profile information and participation.

Become our fan on FacebookDistribution: With Facebook Connect, for example, customers can automatically publish reviews, answers and stories directly to Facebook to share their opinions with their network of friends. Unlike other solutions on the market, we give our customers control of the message. They decide when and if the content should post to social networks, ensuring the content is moderated and safe for the brand.

Profiles: Clients that integrate with Facebook Connect can let their customers automatically see opinions of their Facebook friends, and find out what products they liked best. This will help drive sales and increase engagement with the site.

Participation: There’s also an opportunity for customers to submit reviews, answers, and stories via Twitter or Facebook and automatically funnel back to a site, directly to the product and category pages, where they can directly influence sales, increase search, and more.

In addition to the superior technology of our Accelerator program, we’ll also provide recommendations and best practices through our Community Managers. As part of a broader ecosystem, we recognize that our Radius partners will also play a key role in maximizing Social Network Accelerator results for our clients.

This all adds up to help companies broaden their reach, increase engagement with customers, and increase their intelligence about their customers as a whole. And – finally – companies can use Facebook and Twitter to drive real, measurable results. These are just a few ways we’re innovating to drive value throughout all of social.

Mike Svatek Help shoppers cut through clutter by speaking their language

June 9th, 2009 by Mike Svatek Chief Product Officer

This blog post is guest-written by Scott Koester, Product Manager for Bazaarvoice Search.Cutting through clutter.

As you’ve read in our other search blog posts, we think “beyond search engines” in search. To be successful in attracting the right shoppers at the right time, today’s companies need to present information in places where searchers want to find it – via search engines, in on-site navigation, and through social networks, to name a few.

Today’s consumer seeks to cut through the noise – there is so much information out there, they just want what’s most relevant to them. To attract the most users, it’s important to speak their language. And what resonates best with them? Input and opinions from other shoppers like them.

The most obvious example of this is the “top-rated products” list. When searching for a new product, shoppers want to know what other people like them think. And top-rated products aren’t just top-sellers – they’re the products that people bought and liked.

PETCO found that people who used top-rated product navigation converted 49% higher compared to people who viewed the same products and didn’t use top-rated navigation. And people who used top-rated navigation had a 63% higher sales volume than the average visitor. Clearly, those who look at top-rated products were able to cut through the clutter and buy quickly.

It’s also important to mine your user-generated content for most popular words, then use those words in your marketing – play them back to consumers. Read how Nintendo Wii did this back in 2007. Remember that searchers search and shop using the same language as reviewers and storytellers, and capitalize on that – both on your site and beyond. Many of our clients have used review snippets in email marketing, increasing conversion up to 10% — but this practice goes beyond online marketing. Use popular customer-generated words to attract shoppers inside your store, then help them discover products through snippets on product tags, in signage, and by sharing this input with your staff.

User-generated content can also fuel paid search advertising. Office Depot mined its keywords and implemented an SEM strategy leveraging top review phrases, driving a 196% increase in paid search revenue, plus a 24% conversion increase.

In short, when customers are talking about your products in a certain way, leverage that – it will resonate with your customers more than any type of marketing-speak you use. Sure, customer-generated content is valuable to the shopper within the purchase cycle, but companies can also use it themselves to fuel effective marketing.

Mike Svatek Google announces “Rich Snippets”

June 2nd, 2009 by Mike Svatek Chief Product Officer

This blog post is guest-written by Scott Koester, Product Manager for Bazaarvoice Search.

Reviews now have an even bigger impact on search results.

On Tuesday, May 12, Google introduced Rich Snippets, a new feature that allows Google to display product rating, review count, and actual review text direct in Google search results.

We already know reviews have a positive impact on search, and this further underscores the need for reviews on any and all websites that want to attract people researching or buying products or services. Organizations without reviews will be left even further behind in the search game.

And it’s great news for Bazaarvoice clients – this free feature will automatically be turned on for all 525+ brand sites Bazaarvoice powers, driving traffic to more than 2 million pages.

We already know that reviews on sites enhance the customer experience and drive sales. Now, Rich Snippets amps up the impact reviews will have on natural search results. Searchers – especially those who are ready to buy – won’t be able to ignore these review snapshots.

Google’s own experiments have shown that users find the new data valuable — if they see useful and relevant information from the page, they are more likely to click through. And we already know customers are looking specifically for product reviews – December 2008 Nielson research found that 81% of shoppers seek reviews.

Maximizing results with Rich Snippets

Review volume matters. Google’s Rich Snippets will show a summary of review information, and pages with more reviews will appear more favorable. In short, it’s important that all products are reviewed – and reviewed a lot.  Bazaarvoice Community Managers, who act as an extension of their clients’ marketing teams, constantly gather and share best practices for driving new volume and engagement, so our clients’ sites rank well.

Syndicate manufacturer reviews to retailers to boost traffic. Retailers need more reviews, and today manufacturers can help build this volume through content syndication. BrandVoice – Bazaarvoice’s product that enables manufacturers to capture reviews on their own sites, then syndicate them to retailer sites – allows the manufacturer to directly, positively impact search results for its key retailers.

Grab the long tail of search. Searchers are getting more specific: according to Avinash Kaushik, Google’s Analytics Evangelist, the average search string has increased 25% since 2008. And the more specific the search, the closer the searcher is to buying. For example, a search for “Nissan Sedan,” may be a search for generic information; however, a search for “2009 Blue Nissan Sentra SE Austin,” is an indication that the searcher knows what he wants and is looking to buy.

More and more, user-generated content drives the way shoppers search, and Rich Snippets is one more way Bazaarvoice clients can benefit from reviews on their site. Here is an example of how content powered by Rich Snippets could be displayed.

Google Rich Snippets

Mike Svatek Amplify UGC beyond your site to increase search and discovery

June 2nd, 2009 by Mike Svatek Chief Product Officer

This blog post is guest-written by Scott Koester, Product Manager for Bazaarvoice Search.

At Bazaarvoice, we don’t think of search in terms of just search engines. To us, “search” includes any way that consumers look for information, anywhere along the consideration or purchase path.Free People top reviewer

Social Amplification is a big part of this. Social Amplification is about extending your user-generated content beyond your site, wherever people congregate and influence others. This content is found on Facebook or in shopping portals, but it drives traffic right back to your site.

For example, ShoutIt! is a capability available for all Bazaarvoice products that lets consumers easily share their review, answer, or story on their own Facebook or MySpace page, or in their Twitter, digg or del.icio.us accounts.

One way shoppers are influenced is by people like them – or like they aspire to be – on their favorite sites. They read reviews, look for people like them, then visit that profile to discover other products this person reviewed and enjoyed. Deploying profiles helps companies amplify search within their own sites. A great example of this is how Free People highlighted their Top Reviewer on their blog. Now Christina influences Free People shoppers every day.

At Bazaarvoice, we firmly believe that searchers and shoppers will find information to fuel their buying decisions on their own terms – it’s about creating flexibility, not walled-garden destinations. That’s why we help our clients amplify their user-generated content so that users can find it where they want to find it – and where they are already looking.

Learn about our holistic view of search in our blog that introduces our Social Search Framework, and read our overview of technology that Bazaarvoice clients use to increase their search results.

Mike Svatek Technology to fuel social search

May 26th, 2009 by Mike Svatek Chief Product Officer

This blog post is guest-written by Scott Koester, Product Manager for Bazaarvoice Search.

While social search involves much more than search engine optimization, it’s important to have technology in place that attracts searchers at every level of the purchase path. The Bazaarvoice social search framework is designed to help customers find the right information at the right time for their needs, at every stage of the purchase path.

searchtechnology

While in the “awareness” mode of the purchase funnel for a new camera, a shopper might search for “top-rated cameras,” to help narrow down choices. The SearchVoice Microsite combines all user-generated content complete with category, subcategory and product level navigation, creating a great source for researchers looking for consumer recommendations. This site automatically creates fresh lists such as “top rated” or “most popular” for each category on the site, and it’s a first stop for online researchers looking for products other consumers like the most.

Once a shopper narrows down choices to select the Sony CyberShot, he may search for reviews, and their search will lead them to a search-optimized Review Landing Page. SearchVoice Landing Pages create a search engine-optimized page separate from – but linked to – the product page. This page also gets indexed by search engines and is targeted to broad, product- or service-related searches.  As more and more people turn to other consumers for recommendations, this search grows in popularity.

Finally, as a shopper is ready to buy their new Sony T900, they can again call on customer reviews to help with their purchases. SearchVoice Inline allows clients to index content directly on the product page, creating a source of fresh content that is continuously changing – Google prefers pages that get refreshed often. SearchVoice Inline gets to the heart of the searcher’s need, where the search is most specific and they’re ready to buy – when they land here, they are one click away from a purchase.

These combined technologies maximize search results for Google, creating a competitive advantage for our clients in the battle for search.
When looking to optimize your user-generated content, technology is important, but Bazaarvoice believes that technology alone doesn’t win the search battle. Bazaarvoice combines technology with Social Amplification, Dynamic Merchandising, and customized strategies based on our Social Search Playbook that help your site deliver the right content to the right person at the right time.

Learn about our holistic view of search in our blog that introduces our Social Search Framework, and watch Bazaarblog for more information about how we look at search – which goes far beyond search engines.

Mike Svatek The New Social Search Game: A Holistic View of “Search”

May 19th, 2009 by Mike Svatek Chief Product Officer

This blog post is guest-written by Scott Koester, Product Manager for Bazaarvoice Search

When you look at search in the new social economy, it’s a whole new ballgame. In 2010, 70 percent of all online content will be user-generated, so optimizing this information – in addition to traditional content – is key to winning new traffic. MySpace and Facebook alone have more than 450 million users – this is where people are congregating. And consumers are getting smarter in the way they search. There’s huge growth in specific search terms – those that use five or more words are growing, while those using one or two words are declining.

When considering the search problem in this social economy, you need to optimize all the user-generated content (UGC) that customers contribute, find ways to work with popular online destinations rather than compete against them, and deliver information in the ways that searchers want to find it. At Bazaarvoice, we’re helping clients fulfill all these opportunities.

It’s obvious that product or brand content won’t capture all these searchers. It’s too generic, and it’s full of “marketing speak.” UGC speaks the same language as these searchers, even going so far as making common spelling errors users make. And retailers may find that their product copy is identical – or very similar – to that on competing sites. In this case, retailers would have to focus on expensive search engine marketing campaigns to simply stand apart and capture search traffic.

UGC also excels at fueling long-tail search, which has been shown to indicate that a searcher is closer to making a purchase. For example, if you are searching for “Nissan Sedan,” you may just be looking for generic information. However, if you search for “2009 Blue Nissan Sentra SE Austin,” it’s an indication that you know what you want, and you’re looking to buy it.

From the contributor’s angle, posting a review is often just the beginning of their contribution – they often want to share their recommendations with friends and family, which opens up a whole other area of search optimization. For example, when a user reviews a product or answers a question, they can share it on their Facebook page, so the members of their social network can read it. Now that content can be found by their friends and colleagues, and it’s linked back to the product page.

Searchers also rely on experts in certain categories. Experts build credibility by the content they create and recommendations they make, and such experts often make themselves known via profiles on sites that offer UGC. Searchers go to their favorite sites that have UGC, find profiles of people like them or experts, and uncover new products those contributors recommend. All the cross-linking within the page also creates new opportunities for search engines to find this content, again bumping up the search quotient.

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In short, Bazaarvoice is creating a new way of thinking about search, and a new framework to help our clients optimize all the search possibilities. Our current SearchVoice Platform, which includes inline search, search-enabled landing pages, and cross-linked microsites, provides the technology that increases search across the entire purchase funnel. Social Amplification enables our clients to share their content beyond their site – via Facebook and other social networks, in shopping portals, and on other sites. Dynamic Merchandising lets UGC fuel successful search engine marketing programs to maximize results.

We help optimize search as soon as a client starts the implementation process, then each client’s Bazaarvoice Community Manager assesses their search performance using our Search Playbook and helps them advance across the search maturity model. We continuously innovate in search to help our clients win the battle for more search traffic via UGC.

Look for more about search on this blog in the coming weeks, and request our white paper, “Boosting Natural Search Traffic using Ratings and Reviews.