Sealskinz uses Bazaarvoice Conversations to win more customers

Company profile

Sealskinz Endurance Accessories Brand

Bazaarvoice Solution

Bazaarvoice Conversations

Client since

2014

About Sealskinz

Experienced in developing and manufacturing endurance accessories, Sealskinz empowers outdoor enthusiasts to defy the weather with products that are waterproof, windproof, and breathable. The company works in partnership with some of the world’s greatest athletes to ensure that their products deliver the very best in comfort and performance.

Web link
www.sealskinz.com

Summary

Sealskinz uses Conversations to increase shopper-purchaser conversion and uses input from customer reviews to learn about new customer demographics to target.

Solution at a glance

Challenge

Win over a worldwide audience of consumers and retailers in the highly competitive endurance-accessories space by educating them about the advantages of Sealskinz products.

Solution

Collect customer reviews online with Bazaarvoice Conversations and use them to promote the company and to collect feedback for continuous improvement.

Benefits

Share information with shoppers that converts them to customers; share customer insights internally to support product development and sales.

How does a small company make a big impact? For endurance accessories brand Sealskinz, the key is relying on customer ratings and reviews. User-generated content gets the word out about the company to everyone from potential Sealskinz retailers to consumers who would benefit from using Sealskinz products.

Sealskinz’s biggest challenge is that very few companies specialize in the kinds of products that Sealskinz does, making reviews critical to helping people understand what Sealskinz offers and the ways in which the company’s products can be used.

“We’re a relatively new brand in a space that very few companies occupy,” explains David Richards, Head of Marketing at Sealskinz. “We have to educate people about the benefits of our products to win them over, and UGC is crucial to doing that.”

Converting online shoppers into Sealskinz customers

Since Sealskinz began using Bazaarvoice Conversations to collect and publish reviews on its website, the company has seen a dramatic increase in shopper-to-purchaser conversion. In December of 2014 alone, Sealskinz saw a 102.6% lift in conversion from visitors who engage with reviews compared to those who didn’t engage with reviews.

“It’s phenomenal what we see on conversion reports,” says David. “It’s better than I would have ever thought it could be.” 

Spreading the word through reviews, syndication, and seller ratings

For Sealskinz, being able to collect customer reviews and post them online is just one advantage of working with Bazaarvoice. Equally valuable is the ability to qualify reviews without having to resort to limiting who can submit a review.

“Some review companies will only capture content from purchasers, and that’s their way of qualifying reviews,” explains David. “But Bazaarvoice doesn’t limit the amount and type of information we can collect. They’re able to also validate content that’s captured from people using our products who aren’t necessarily online purchasers.”

Bazaarvoice also gives Sealskinz the ability to syndicate content, sharing reviews with retailers who in turn can share them with their own customers. For example, Sealskinz shared reviews of 34 products on 106 product pages of 4 retailer sites, amplifying those reviews by more than 4 times.

Bazaarvoice Conversations has a Google seller ratings feature, too, which gives Sealskinz the ability to collect and share reviews about the company itself and not just its products. Once ratings are sent to Google, they can appear in search results as well as Google Seller Ratings and Google Product Listing Ads.

“We’re a small company from a tiny area in the UK, and we don’t have millions of dollars to advertise how great we are,” says David, “so it’s important people have the trust of knowing we are a reputable worldwide company. That’s what Google seller ratings do for us.” 

Providing more data to enhance products and improve sales

It’s not just what consumers and retailers learn from reviews that’s important to Sealskinz’s success; it’s also what Sealskinz learns from them.

“With Bazaarvoice, we have the ability to access data we’ve never been able to get before,” says David. “We can see which products people are buying, how they’re using them, what their experience has been, and other information we can use to make them better and sell them more effectively.”

Sealskinz meets monthly to go over feedback from customers about lower-rated products and determine how to address their concerns. For example, based on feedback from reviews, Sealskinz made manufacturing changes to two products, therefore eliminating the issues that were affecting ratings.

Reviews also influence marketing and sales. “Content from reviews helps us identify key wholesale markets,” says David. “We have one general-purpose outdoor glove that reviews indicated was being used extensively for mountain biking. So we started targeting cycling retailers with it. At one store alone, they ordered 2,000 pairs. We would have never known to do that without reviews.” 

Download PDF »
Debenhams embraces the network and leads the way with CGC success

Debenhams embraces the network and leads the way with CGC success

Debenhams leverages the voice of the customer by embracing four CGC maxims and using them as the foundation of their winning strategy, resulting in an increase in conversion, successful product launches and impactful shopper engagement.
Read more »

More Review Volume, Less Program Management Overhead with Bazaarvoice Sampling

More Review Volume, Less Program Management Overhead with Bazaarvoice Sampling

TTI Floor Care North America consistently launches new products. With high-consideration products like vacuums, customer reviews have a large impact on sales. And knowing that new products have little time to prove success before earning widespread distribution, TTI sought a way to gather and display reviews on Day One.
Read more »

Bazaarvoice Platform Helps Charge Launch of the EGO Brand with Multi-Dimensional Consumer Content

Bazaarvoice Platform Helps Charge Launch of the EGO Brand with Multi-Dimensional Consumer Content

EGO maximizes the impact of consumer content by leveraging customer photos and videos and by advertising to in-market shoppers with targeted ads to build awareness of a new brand.
Read more »