0:02 0:07 Hi everyone. 0:09 Thanks for joining us today for our webinar on How to build a Winning user generated content strategy on Wal-Mart dot com. 0:16 My name is James Miller. 0:11 I'm a Client Success Director on Bazaar Voices Enterprise, Retail Tea. 0:22 Today we're gonna look at a few different topics. We're gonna start with discussing the way Wal-Mart has grown and accelerated that growth, particularly in e-commerce. 0:32 We'll look at the impact UGC has had on their success and how you can use that UGC to make yourself more successful in the retail channel. 0:42 We'll do that by discussing strategies to get more reviews, how you can make those reviews, reach more shoppers, how you can engage with those shoppers in the retail channel, and how you can listen and learn from all of that to improve your products and your marketing messaging. 0:59 At the end, we'll take some Q&A. 0:56 Just remember that throughout the webinar, you can leave your questions in the question tab, and we'll take a look and answer what we can at the end. 1:04 1:11 So, let's start by talking about this growth acceleration that Wal-Mart has seen, particularly in e-commerce. 1:12 1:18 If we look over the last few years, we see a really sharp growth for Wal-Mart's e-commerce sales. 1:25 Last year had a stellar 36.8% growth, and this year, at the start of the year, they were projected to do even more growth, 44.2%. 1:36 That really was early on in, you know, listening to the changes in trends with Cov at 19, all right? So, if you look at their results that they announced the last quarter, exceed 97% growth this year. Because, again, the pandemic is just accelerating things even faster towards e-commerce. 1:59 A lot of that has to do with the way Wal-Mart has emphasized innovation and customer centered offerings. 2:06 Long before the Cove at 19 pandemic, Wal-Mart was perfecting their pickup and delivery options. 2:13 Today, I can order my groceries online or on the app and go pick them up in front of a Wal-Mart. 2:20 They've been doing that for awhile and getting better and better at it. 2:23 So that when this time came, they were really poised to meet the moment, and they're looking at how they can continue to do this, even better. 2:31 Just recently, they announced a partnership with zip line, a drone delivery, and they hope to launch next year with some deliveries on that. 2:33 2:40 So really exciting stuff to think about how they can make this even more convenient for shoppers to get what they need. 2:48 Another, you know, really delivery centric offering is Wal-Mart Plus! 2:46 that was just recently announced. This is an annual membership competes with things like Amazon Prime to help Wal-Mart Shopper's get same day delivery on many products. 2:57 3:03 What's really cool is it comes with other features. Discounts on gasoline or the ability to use Wal-Mart, scan, and go for easier purchase when you're in store. 3:13 And so really, Wal-Mart continuing to look at how can we provide options that are even more customer centric, and, more convenient to shoppers? 3:17 3:22 When you think about the growth of Wal-Mart, a lot of that comes from the Wal-Mart Marketplace, Marketplace's driven so much growth for Wal-Mart in sales, exponentially, growth in the availability of products at Wal-Mart. 3:37 And that's not slowing down just a few months ago. 3:34 Wal-Mart announced a partnership with Shopify where you can use a Wal-Mart app and the Shopify app Store to apply to become a Wal-Mart Marketplace seller and to easily manage the products that you sell on Wal-Mart dot com. 3:47 3:53 And they expect 1200 Shopify sellers to join the Wal-Mart Marketplace by the end of the year. So Wal-Mart really committed to growing and offering more and more products to shoppers. 4:07 So as this growth happens, as there's more sales, and as there's more products to compete with, user generated content can play a huge role in growing that. 4:10 4:16 And for you as a supplier or a seller on Wal-Mart dot, this can be really essential to how you make your products stand out. 4:26 Because ratings and reviews, Q and A customer photos, this is all peer trusted, right? 4:33 And it really, it validates that this is a good enough product by the product quality, that I'm seeing the product description is real. 4:35 4:41 and the other customers are really enjoying their use of the product. And ultimately, what it does is it impacts shoppers, purchase decision. 4:44 It gives them the confidence they need to add that to the cart and purchase. 4:56 And what's cool is that it gives customers control of the TDP. 4:55 5:01 UGC is provided by other customers for other customers, and 78% more than three quarters of shoppers globally told us in our bizarre voice shopper experience index, they trust online product. 5:16 And more than two thirds said they used that to evaluate multiple products before buying. 5:24 And it's not just that they trust it and they use it. 5:20 But it's one of the most important things to them. 5:29 So the largest portion of the shopper's, 39%, said that reviews was the most important thing on the product page, that came in above the product description, and professional photos of that product. 5:36 5:43 So consumers really showing that they trust this content, to help them make decisions and make purchases. 5:49 And it doesn't end at the PDP, right? 5:52 UGC brings value to other parts of your business, and so you can see our partner from landa Lakes really says that it rewards their whole, broader business, right? 5:57 It's making their products more discoverable. Higher up in the purchase funnel, as we talked about it is boosting sales, is driving SEO value on your site and non retailers sites. 6:08 6:14 It's allowing you a dialog with your customers, right. A direct feedback line from your customers, and the ability to respond back to them. 6:16 6:22 And we'll talk towards the end about just how much you can learn from all of this. 6:27 Right, product changes and ways you can innovate and make better products out of this. 6:33 And ultimately, shoppers that use reviews and find the right item the first time are less likely to return it. 6:34 6:40 They can really validate that, this is the one that's gonna meet their needs and it's a high enough quality to meet their needs before they ever make the purchase. 6:50 And at the end of the day, it's, it's really allowing shoppers a full, positive experience with your brand. 6:51 6:58 More reviews, mean more purchases, it means more SEO benefits, and it means more of those insights. 7:05 In order to really get the most out of this, you really do need to drive and work to get more and more content. 7:13 And we see that the lifting orders that that SEO, starts it, eat reviews, and as you grow that, the lift continues to happen and we will get 200 reviews. 7:20 7:26 We then hit a spot where we have enough feedback, that, as we see trends, maybe the things people liked, the things they didn't like. We have enough data to know that, hey, these are real trends, and we really need to think about how do we solve for these, or how do we really amplify this particular piece in our marketing messages. 7:42 7:48 We talked about, how 70% of shoppers are using user generated content to compare products. 7:56 We did a study and saw that 70% of shoppers here, as well, would pick a product that had a lower average rating, but more reviews than a five star product. 8:01 8:07 So the five star product, with two reviews, and a 4.5 star product, with 12 or abuse, but seeing more content, help them really trust, and know that this was a valid, average rating. 8:21 And so continuing to drive more volume is important. 8:18 Not just on the product page, but higher up as your products are being compared. 8:31 And it's important to think about recency, Right? 8:27 8:33 We want to get a high volume. 8:35 But even as we started to do that, it's not time to take our foot off the gas. 8:40 So 47% of customers said that they find reviews are less relevant, if the three months are older. 8:42 8:48 And after a year, only 25% of shoppers said that this was still relevant to help them make their decision. 8:56 So shoppers are really expecting that you continue to get more of this content as time goes on. 8:57 9:03 Most Shopper's, 85%, in fact, look at how recently review is written to determine if it should really play a big role in whether they make the purchase, And 81% said that it was equal to or more important, then the quantity of reviews. So we already talked about, more reviews, is helping them say, that I should make this purchase even more than the rating, but then the recency of those reviews is equal to or greater of an impact. 9:34 And let's not think about, let's not forget about customers. 9:33 9:39 Maybe you're more visual. 9:41 Right, that want to look at content like photographs, so visual, user generated content matters a ton, 45%, nearly half of online shoppers. 9:44 9:50 They think that the studio photo's those, those photos that are important, and they show your product. 9:57 But they know that it may not show everything they need to know, and they worry that maybe it's exaggerating how great of a product it is. 10:00 And just seeing these contextual photos from other users, in reviews and submitted and social, it really allows them to validate, again, that this is real and for some shoppers, this is equal or more important, than that written review, to really validate the quality of the product. 10:20 10:27 So let's talk about the strategies that you could take to make sure that you're getting user generated content to these retailers sites, right? 10:31 So as Wal-Mart continues to grow their catalog side size, how are you going to stand out? 10:43 So let's talk about how you can collect reviews and distribute those to retailers. 10:49 So what does syndication If you've talked to bazaar Voice in the past or spend some time on our site? 10:48 You might have seen or heard us talk about syndication. 10:57 When we say that, we're talking about the ability to take UGC, you've collected and distributed it to retail sites like Wal-Mart dot com. 11:00 11:06 So you can see in the graphic here, you collect the reviews, bizarre voice moderators, moderate the content to make sure it's relevant about the product appropriate, Not that it's good or bad, we want all of it. 11:12 But then we distribute that to retailers, and that's, do you see that on Wal-Mart dot com? 11:25 So here's a really good example of a Hoover vacuum. 11:22 You can see these reviews on the left, on hoover dot com, that Hoover collected, and over here on the right, you see those same reviews, then reflected on Wal-Mart, And you can see, we attribute that. 11:33 11:39 These were written by a hoover dot com customer, so that a shopper knows like this. This K Mer, and if they end up on both sites, they they know that that's, that's reasonable that this came remover. 11:50 And so this is what syndication looks like in action, And it's really helpful for shoppers because the reality is, shopper can go to one spot where they can ultimately make the purchase and see all the reviews they need without having to go to each individual manufacturer's site. 11:59 12:05 But if I am at a manufacturer's site, I can see content there that ultimately is going to lead me to figuring out where I want to make this purchase. 12:15 Let's take a look at what syndication looks like at Bazaar. 12:19 So we see a median increase in reviews per product of 112%, right. 12:26 So when brands collect content to send to retailers, in addition to the content, the retailers collected 112% growth in how many reviews each product has. 12:38 And a 46% growth in the number of products, the percent of your products on that retailer website that had even one review. 12:46 And this is really huge, right? 12:42 12:48 Because, again, we talked about when you're trying to stand out against your competition, on that category page, having that, you know, review coverage across all those. And again, not even reflected here. 12:53 The number of reviews really helps you stand out. 13:02 And for retailers, they really rely on brands to help them get this content. 13:08 On average, 65% of reviews at a bizarre voice retailer come directly from brands. 13:09 And that number only goes up as retailer catalog sizes increase. 13:20 So, our largest retailers are seeing even 90, 95% or more of the reviews on their site, syndicated, to them from brands. 13:30 So imagine the difference if you went to Wal-Mart dot com and 65% of the reviews were gone. 13:32 13:38 And it's a really important piece for shoppers on Wal-Mart dot com and for you as a brand, again, to help connect to those shoppers. 13:40 13:48 So, we've got a lot of different programs and tools to help you do that. So at the very basic level, we've got a program where you can simply collect reviews and distribute them to Wal-Mart dot com. 14:00 This requires little to no actual development effort for you, as a brand. And, we'll set you up with a portal where customers can go to review your products. 14:06 14:12 We'll work with you on the strategy, on how to get those customers there to leave those reviews, and then those will show up at Wal-Mart dot com and potentially other retailers that in our network where you may sell. 14:18 14:24 So this can be a really great option to really focus on the retail channel. And so this is really great if maybe you don't have e-commerce on your site, you don't have a site or maybe your site is just simply not a destination for the consumer. 14:32 14:38 This ultimately focuses all your energy and effort here on what's going on at the retailer website. 14:45 But for some of you, your site plays an important part of that ecosystem, right? 14:43 14:49 So you do have the ability to collect, display, and distribute those reviews. 14:54 And obviously, the main difference here is the ability to display on your own site. And so, this does take some development effort to actually put the content on your site. 15:04 However, there's really great results in doing that. 15:02 We talked about the SEO value at eight plus reviews, and this can really drive more traffic to your site. 15:14 And ultimately, if you have e-commerce, that can be great for you. 15:11 But for a lot of you that that don't, you're still driving them, maybe, to a Wal-Mart dot com to make the purchase, but it's helped getting them there, and getting them informed on your products, even before they've seen your competitor products. 15:31 And with both of these, we'll talk later, there's just all the great insights and reporting tools that you can use to analyze that content and we'll talk about some of the things you can do with that later on. 15:45 We talked about Wal-Mart's partnership with Shopify, so Bizarre voice also has the ability to integrate with Shopify. So, if you are a Wal-Mart Marketplace seller, it's using the Wal-Mart Shopify app Know that you can reach out to us. 15:52 We do have the ability to give you access to a bizarre voice app that makes it really easy to integrate bizarre voice reviews under your Shopify site. 16:01 16:07 And then syndicate that over to Wal-Mart dot com. 16:14 So let's talk about how we can supercharge that UGC collection. 16:12 It's really good to have the ability to collect reviews. 16:21 That maybe you've got products that you just need reviews on bass and you've got products that are brand new product launches. 16:24 16:30 You've got some existing products that maybe have reviews, but the content's not fresh, and we talked about how important recency is, and you really need to boost them. 16:33 16:39 Because these are important products for you, and maybe they're really your cornerstone products, and you want to make sure that they have a recent and good reviews out there in the Retail Network. 16:49 And then, of course, this is a really great way to get actionable insight. 16:54 Know, you've got one particular product you want to get a lot of people to tell you about, and you can learn a lot from that by by sampling them. 17:02 So we have a couple of ways to do this. 16:58 17:04 The best way for Wal-Mart shoppers, if you are looking to get reviews in front of Wal-Mart Shoppers for a product you sell at Wal-Mart, we have a community that we partner with Wal-Mart on called the Spark reviewer program. 17:11 17:17 So these are Wal-Mart shoppers receiving samples from, you know, brands that sell at Wal-Mart, and then they leave an honest review and we post that to the side. 17:28 This is really great Again, for those new product launches. 17:25 17:32 If you sell seasonal items that just aren't on the site for a long time, maybe you've got Wal-Mart exclusive. So maybe you use other bizarre voice solutions to collect content on your site, But you've got some products that don't exist on your site because they're exclusive to Wal-Mart dot com. 17:41 17:47 This is a really great way to boost reviews on those products. And then, again, those products that just have outdated reviews on Wal-Mart dot com is a really good way to give them a fresh influx of new, relevant content. 18:01 And again, these are all Wal-Mart shoppers. 17:57 We can segment to find the right type of Wal-Mart shopper. 18:06 And so your product, maybe, for a specific demographic, we've got a large community that we can help find the right group to fit your demographics. 18:16 And you'll start seeing reviews on Wal-Mart dot com in as little as three weeks from when you ship the product to those shoppers. 18:23 So this is a really great way if you have a focus on getting reviews on Wal-Mart dot com. 18:22 18:28 Spark review is a really great way to do that. 18:31 Desirable is also a year ago, purchase the influencer dot com community. 18:36 So Influencer is a site with six million plus members and every day they're leaving reviews on products. And a lot of those are just organic reviews And they're doing that on a page that isn't a shopping site. but just a place to share thoughts about products and learn about products. 18:49 18:55 I get over a million new reviews every month from that and have gathered over 45 million total reviews so far. 19:03 What's really cool is we can also use this community. 19:01 We know a lot about these shoppers and we can use this community to sample as well. 19:12 So one really great option for is the co op box box. 19:15 The co op box box allows you to put your product alongside other products to be sampled. 19:21 Buy these influencer dot com members. 19:25 And what's really cool here, is that this allows you to focus, not just on reviews, So where's Spark? 19:32 It's really great to drive reviews. 19:35 This can drive reviews, but also allows you to get other action points, like getting them to post to social, and that, that can be really important. If you think about, like, a new product launch or something that's very seasonal, that's really pertinent right now for your, your sales. 19:47 19:53 Not just driving, you know, those sales to people that read the reviews, but really driving. 20:05 No, help get that review content, but also really think an even broader scale. 20:07 20:13 What's really cool, you can actually go one step further and do your own Box box with your, know, your designed packaging, could be one product. And so you can see her, she's here with sampling a new Hershey bar that they had released. Or this could be a selection of your product. 20:25 So this is another option, as well. 20:35 Now, some of you are thinking, like, how am I going to sample my product? Is, it's, it's just too expensive to ship, to make sense for Spark or it's never gonna fit inside of one of these box boxes. 20:41 20:48 Or maybe you know some of you sell items that are frozen, right, and hey, we're gonna struggle to ship this in the middle of summer but it's really important summertime product for us or it's just really expensive to ship a frozen. 20:56 21:03 So we have a really great option for cash back sampling. 21:06 So this is where you can either use online purchases and have somebody take advantage of just existing shipping offers or in-store purchases, What you can do is simply pay them back through cash back. 21:15 21:21 So you know, you'll definitely want to talk with us to make sure that the products are right. That means shoppers are having to, you know, put the cash upfront before getting paid back. 21:25 21:31 But this can be a really good option if you just have a product that doesn't make sense to ship samples out for it. So what about that UGC that I already have on my site? How do I amplify that, or UGC that's sitting out there? 21:41 We talk about those million reviews every month, organically left in the influencer community. How can I take that? 21:53 That's already out there and already been given. 21:50 Go impact my sales at Wal-Mart dot com and other retailers. 22:00 So, the first is to distribute reviews from influencer to Wal-Mart dot com to have a solution called Review Source, which allows you to take the content that's been on influencer in the past. 22:05 And that continues to get collected as time goes on. 22:14 And get that syndicated out into the bazaar Voice Network. 22:18 So you can see what's on influenced her and ultimately, get that living on Wal-Mart dot com for shoppers to see, right there in the purchase path. 22:28 And so, here's how review source works. 22:24 22:30 We take a list of your products, we look and see, you know, how much do we expect that we're going to get annually review wise on those moving forward. 22:33 22:39 We take a look at how much do we already have, that we can get to you on day one. 22:44 For the ongoing stuff, we'll promote those to the influencer community. Ask for reviews. 22:42 22:48 And the same way we ask Wal-Mart shoppers for review and they buy a product, we'll ask them, if you have experience with these products, can you tell us about it? 22:57 And as we collect those, that content's just going to continue to flow. Just always on, moving forward. What you use. 23:03 Review source, so it's a really cool way to take advantage of these six million plus shoppers that are already out there talking about your product. 23:13 Here you can see an example. And so, here's a bliss ... 23:16 product, that was reviewed on influencer, then we can see that over on Wal-Mart dot com, want a really cool update. 23:18 We just launched a change where this will actually show, rather than, that, it was written by a Ballistics customer, it will show us directly, that it was written on influencer. Really, just one more step towards transparency to the in shopper of where it was this content. 23:41 What about reviews, maybe, that? 23:37 I've already collected on my site through another platform. 23:46 And you may have reviews that you've collected through a platform you use today. You may use one of our partners. 23:47 And so we have both other ratings and reviews providers that we partner with, sampling partners that we partner with. 23:59 They can get their content that you collected with them, and get that distributed into our network. 23:58 24:04 So if you've already got a solution out there and you just need to get the content you've already collected to bazar Voice, it's definitely worth reaching out to see if, if your existing provider is part of our partner program, or if there are options to import that content. 24:14 And we can take a look at that and get that out into the network. 24:26 So let's shift gears. 24:27 We've talked about how do we really get more content, and how do we go do our work outside of Wal-Mart dot com to get more content onto Wal-Mart dot com. 24:38 But what about the content that's been left there? All right, what about the Wal-Mart shoppers that are telling us about the experience they've had? 24:39 24:45 Let's talk about how that can become a conversation for you. 24:50 So, out of the gate, we have a program called Connections. 24:47 24:53 And the basic version of connections is free to you as a brand to sign-up for, and it allows you to answer questions that have been left on Wal-Mart dot com. 25:04 And so this is really important, right, Wal-Mart can't be the expert on all the products that live on their site, but these are your products, you are the expert, so this gives you access to answer those questions directly. We give you a platform that you can go and see the questions that have been asked, respond, and then those will show up on Wal-Mart dot com. 25:27 The really cool thing is that it's pretty simple setup. Again, it's, it's not really any technical work for you to turn this on, and so definitely worth reaching out to see if you'd be eligible for this, depending on your products and the information that we have on. 25:37 25:45 And let's just talk about why you should do this. 25:47 Well, for one, we already said it's a no cost program for you. 25:52 So, really, the cost here is your time, But 114% conversion lift when shoppers are engaging with Q and A on products. 25:55 And the thing that's going to make them engage more with Q and A, is when they see that the questions have been answered, right? Because they may have this question, and instead of having to ask it, they can see that somebody else has asked it before, then gotten what they needed to know. 26:10 And now they have their answer as well. So it's really thinking about what these questions do for the long run, and what your answers are, not just for that person, but Shoppers to come. 26:27 The other part is responding to reviews. 26:23 So this is an add on to connections. We call it Connections Premium. It is an additional cost per year. And we base that on the amount of content that we receive for your products, throughout our network. 26:36 26:42 But this allows you to respond directly to those reviews. So you can see an example where a customer just didn't like this maybelline product, and Maybelline was able to directly respond, using Connections Premium. 26:55 Now, that that person has already made that purchase. They've, they've maybe already moved on from there. 27:02 But there are future customers that are reading that review and seeing that, You know, the maybe Lean team cares about the experience can maybe help correct any misunderstandings or help understand why Maybe this wasn't the right product, but we can help you find the right product. 27:15 Will really help future shoppers, know that, like, I see this route negative review, but I see that maybe, based on this answer, it doesn't apply. 27:28 Or that maybe if I have the same issue, it's clear. 27:27 27:32 This brand really wants to take care of me, and really helped me have the right experience with their product. 27:40 And the other thing is that shoppers have told us that they expect to hear. 27:44 When they leave a negative review, they expect that a brand is going to follow up with them and say, Hey, we're sorry that you had that. 27:46 They're going to show that empathy. 27:53 Really, know, just really provide them the information they need to feel better about, you know, maybe this missed connection to this missed opportunity. 27:59 So here's a few best practices, when responding to reviews. 28:08 The very first thing be sympathetic. 28:11 Just really let the customer know that you understand they're frustrated, and that their opinion is valid to you. 28:19 But know that your response isn't really just for them. 28:17 Your response is for the shopper's that are going to read this in the future as well. 28:27 So really think about how your response can help the next shopper of your product. 28:27 28:33 Help them have a better experience and make sure this is the right product. 28:37 We also think it's really important to be personal. So we have seen that consumers just don't love to feel like they got a cookie cutter response or copy and pasted response. 28:47 So, really, think about how you can make your responses more personal. 28:52 Obviously, you know, they're processes, and you want to make sure that you're giving consistent information, to think about how you can do that in a way that feels personal. 29:01 Also, do it quickly. So, this is the important part of having something like connections with it. 29:00 29:06 The content as it's left on Wal-Mart, is flowing into connections, and then you've got that as soon as it's gone through our moderation process and been approved. 29:08 29:15 We really think you should try and answer as soon as you can. that 24 to 48 hours really demonstrates that. 29:21 We have a sense of urgency that we really care about this, and we want to help resolve this issue. 29:20 And that's going to be really important for future shoppers, to, that they don't wanna see that a customer had a problem, and six months later, somebody responded to that problem. 29:36 And when possible, respond both on an offline. 29:34 29:40 So sometimes you may need to give the consumer an option on how to reach you outside of the review, and again, it's really important to leave that response on the review for those future shoppers. 29:44 29:50 But maybe to take care of the shopper, you, you may need to find a way to connect with them outside of this review, whether it's getting them to call a phone line, or e-mail you, or if you have their contact info, e-mailing them directly. 29:56 30:04 So we've talked about getting this feedback, and having this conversation with customers. And before that we talked about how can we get even more UGC? 30:13 So let's dive in to how we can just take insights from all of this content, and from these conversations, with customers, to really improve our products and our marketing messages. 30:21 So bizarre voice clients utilize UGC insights in three predominant. The first is customer service improved. 30:35 How can I improve the experience for my customers both before and after their perches? 30:35 30:42 Product improvements, Can I learn from customers that had a problem with the product? Can I learn how I can make it better for future customers, Sometimes for customers that really loved a product, but they think about that thing, or they talk about that thing, that would make it just a little bit better, and make it the perfect product. 31:00 And lastly, what's resonating and not resonating. Customers. 30:58 31:04 How can I listen to that feedback to put out better messaging and improve my marketing tactics? 31:13 So, you need to determine where and how to prioritize your resources. 31:17 This is a lot of content, and we want to think about how to prioritize at scale. 31:22 So, bizarre voice gives you some really great tools to do that. 31:20 31:26 We're actually running natural language processing and machine learning to go find all those sentiments for you. So we talked about finding trends when there's 100 plus reviews. 31:31 31:38 Well, it's really difficult to read, 100 plus reviews on all your products, and then analyze to find what's being said along them. 31:40 31:46 So, what if that was done for you, and that's exactly what we're doing? 31:50 So, we're gonna find the things that are most commonly said as a highlight and a low light. 31:49 We're gonna give you some snippets of a review on where somebody said that. 32:00 And what's cool is we're not. It's not just a word cloud. We're not just looking for all the time somebody said, comfortable or all the time somebody said battery on these headphones. 32:03 32:09 We're thinking about all the different ways they might say that, and helping you know that these are all related to how much they think these are comfortable headphones to wear. 32:19 We provide you with benchmarks so, you can know, Where do I stand compared to my competitors? 32:19 Do I have enough content? 32:27 Do I have more content than my competitors? But, really, knowing where you stack up against the best bazaar, was clients and clients that are doing this better than anyone. So, we provide these benchmarks throughout our Insights tool. 32:36 32:42 We don't want to just give you insights just on their own, right? Insights are important because they help drive action. 32:49 So, throughout our Insights tool, we give you recommended actions on how you can improve your program and potentially your products. 32:57 So, here, we can see, you know, an example of a popular product, right, one that's getting seen by customers, but doesn't have a lot of reviews, So, what are the things that I can do? 33:01 33:07 I can go and turn on Bizarre Voices, most recent e-mail features, like in mail submission. 33:12 I can make sure that I'm sending e-mails to asks for those reviews and I could leverage sampling. 33:14 33:22 Recently, we released our network insights, which allows you a view into how you're performing out in the retail chain. 33:22 33:29 And we've brought some of these same ideas, these performance insights, to see how much content you've got, how it's performing, how that is compared to your competitors. 33:38 Those sentiment insights we talked about, allowing you the ability to see those trends, and what's being said about your product out in the retail channel. 33:47 And a really cool feature for brands is named Competitor Insights, Right? So seeing specifically, how do you stack up on the retail channel compared to other products like yours? 33:52 33:58 So this is a really cool, new feature, and definitely check it out, Currently available in Pilot. 34:06 And we will be launching the ability to take advantage of this long term very soon. 34:09 So let's look back at everything we talked about and make sure we understand the key takeaways from today. 34:21 The first is you really want to optimize your product pages. 34:19 UGC is a big way to be successful on Wal-Mart. 34:29 Customers have told us it's important to optimize those those pages, like giving your customers the most content to help make purchase decisions, Which, then, is going to help you boost conversion? 34:37 34:43 When customers have the content, they have the ratings, and reviews, and the consumer photos that they need. They've seen answers to questions, it's ultimately going to lead to them being more confident to make this purchase. 34:56 Establish trust. 34:51 34:57 Make sure that when customers leave feedback out in the retail channel, it's not going into a vacuum, right? That they know that you're listening, and, because you're responding to their questions, you're following up on their reviews. 35:10 And lastly, take all of that, and take those conversations, and leverage those insights, improve your products, improve your marketing messages with what you can learn from the things your customers are saying, and asking. 35:18 35:25 So, with that, I'm going to take a few questions. So give me just a minute while we look at what's here in the Questions tab. 35:38 OK, I'm seeing a couple of questions. 35:40 That came in early in the webinar about reviews on online pickup and delivery and grocery, and when those pages will have reviews. So, Josh and Amanda, both asked about that. 35:53 No, I think that's probably a question that directly, you may want to ask to your reps at Wal-Mart, and just if they can provide more specifics on their timeline. But, you know, I can tell you, it's a minute. 36:05 We obviously have had conversations with, and, and that's something that they definitely want to evaluate because of, you know, really, the value they get from reviews on Wal-Mart dot com more broadly. 36:17 And, so, I wish I could give you more information, but that's probably the best I can tell you, is, it is definitely something we're discussing, but not, no publicly, announced timelines are commitments that, that I could give you. 36:31 And I see, there's a few different questions. 36:34 I'm going to kind of roll up some questions that are sort of all in the same spirit about yeah. 36:40 What reviews can I share to Wal-Mart, so there's some questions about, you know, reviews maybe coming from other retailers or Amazon. Can I share those and syndicate those across? 36:52 So I want to just pull it back up to the idea of who Who owns the rights to that review? And ultimately that the user that left it owns the review and has licensed it to where they left it. So if I leave a review on Amazon, I've given Amazon license on how to use that review. 37:08 They're not likely to want to share that with their competitors, and so the same is true of the Wal-Mart or other retailers in our network. 37:17 Typically, a review you've gotten on your site, obviously, you want to syndicate out to retailers, but it doesn't really benefit Wal-Mart to share reviews to Target and vice versa. 37:26 So, generally speaking, if the review was left at Wal-Mart or as part of the SPARC reviewer program, it's only going to live on Wal-Mart dot com or other Wal-Mart affiliated sites, like Sam's Club, or Wal-Mart Canada, for example. 37:42 And then also there was just some questions also related to that around No, or they're like what? 37:49 Particular third party partners. So again, I would say we have a lot of different partners that we work with, especially in the sampling space. 37:57 So I can't speak to all of those today, but I would definitely recommend reaching out to us and letting us evaluate. 38:04 Because sometimes even if they're not a partner. If you own the reviews and we have enough data that we need. We could possibly just import that into a bazaar voice instance. So variety of options there. 38:19 See, Tiffany asked how often Wal-Mart refreshes syndication and just referenced that. 38:26 She's sometimes having to open bazaar voice cases for their products. 38:31 So I will say, Wal-Mart does use a pretty customized display. 38:35 So they build the display of the reviews on their end and use a tool of ours called The Display Will content Export to get that. So, that means that we get Wal-Mart, a really big batch of content every single day, and obviously, just at the scale of Wal-Mart. 38:52 That will always come with challenges, so we work together with them. to try and make sure, and that's staying refreshed. You can always open a case with bizarre voice with a process with Wal-Mart to request, like, a one-off. And, so, we just need your Wal-Mart item ID, and we can request that from Wal-Mart, we send them a daily list of requests for that. 39:12 And, then, additionally, I would just say, you know, it's something that they constantly are working on, how can they improve to make sure that, the process is just working without them, having to manually refresh anything. 39:23 So, definitely something that, you know, we hope to continue to see progress as we work together on that. 39:29 But, in the interim, if you do ever see that a page views is missing content that should be syndicating from your site, or that you ran a Spark campaign, you're not seeing the content, definitely open a case with bizarre voice support and we can investigate. 39:44 one question was about, if I share on Wal-Mart dot com first, but I later want to publish it to my site, can I use those same reviews, or do I have to start fresh for my site? And I would say it really depends on the solution. 39:57 So, we talked about Collect and Distribute, versus collect, display, and distribute, and so, in that instance, you are collecting those reviews directly. 40:06 And so, if you later added display to the mix, great. You can now display those reviews. But then some other things like, we mentioned, Wal-Mart Spark, Those reviews do get left directly to Wal-Mart by, and it's a community of Wal-Mart Shoppers and then they leave the really direct to Wal-Mart. So those are going to stay within Wal-Mart dot com and sort of their ecosystem of Sites. 40:32 Let's see. And then, yeah, somebody else asked, Merrily asked about this, The Spark Reviews syndicate to other sites. 40:38 So, again, other Wal-Mart sites, so if you sell your product at Sam's Club, or maybe Wal-Mart Canada, or even as overseas or some of the other Wal-Mart sites around the world, yes, potentially those would syndicate there, but anything outside of that, like a target or Home Depot, or anything like that, right, No syndication is going to happen to those with a Spark review. 41:02 Those are Wal-Mart Revues. 41:13 And one question at, Tiffany again, about just how can I be sure that a When I'm launching a product on Wal-Mart dot com, I want to make sure syndication is happening day one and not after the fact. 41:25 So, I'd say, you know, definitely reach out to us several weeks in advance, so we can make sure that syndication is set up to Wal-Mart. 41:34 It looks like, in your case, you probably already are set up to syndicate and it's just making sure, like, how do we get this product on my site matched to a product on Wal-Mart dot com? 41:43 So, all of that happens based on data. You guys give us, and based on data, Wal-Mart gives us, so I would just be in contact with Wal-Mart and advance to see when are they going to get that in their product feed. 41:56 And the other things to think about, just just different nuances to wind content syndicates. So if you are displaying content on your site, we are going to put a seven day delay typically on when that content goes live to your site from when it's going to syndicate to retailers. And that's for you to get the maximum SEO benefit. 42:18 So that's enough time for Google and other web crawlers to see that this was the origin of that content. 42:26 And so that's something that to factor in there. If this is, you're worried about content. 42:31 It's maybe brand new, um, that's, that's one part of a delay, you might see. 42:39 Asked about the review responses we talked about with Connections Premium. Yes, Wal-Mart does allow those to, Cameron. 42:45 You can get those responses. Should show up on Wal-Mart dot com if you're answering in connections. 42:58 Do we work with any startups? 42:59 So we we work with lots of various sized companies and we're working with, you know, very small brands all the way up to, you know, global, large houses of brands. So, yes, we do, you know, different solutions might look and feel different depending on your scale but yes, we do work with variety of brands. 43:20 There's within that. 43:22 Jillian asked about influenced her, and, and so I would say, if you're seeing that a lot of brands, maybe, in your space on influence, there, tend to be other large brands, know, that, that we do have the ability that's, I think, box box and sampling, is a really great way to approach that. 43:37 And, especially, if you're pretty new to your space, or not as well known as a brand box box, can be really cool because of the social components. 43:47 So we can have people sharing about your product, not just in reviews the out, you know, on an Instagram or somewhere like that, as well. 43:56 Can always be used on sites outside of Wal-Mart dot com. Absolutely! 44:00 And so we, we have a very large network of retailers that we work with, large and small. 44:07 And, so we, we work with most of the largest North American retailers. 44:14 If you want to reach out, we can happily see you know, where your products are sold and let you know where we'd be able to get content to. 44:26 Just asked about, What if I only work with one retailer and the bazaar Voice Network? And obviously, in this case, if you're here, I'm guessing that's Wal-Mart. 44:32 And so, we do have solutions that are built around a single retailer said, again, we talked about Spark sampling, that's going to be a way to get content to specific products, specifically on Wal-Mart dot com. 44:45 But also, know, we talked about like collect and distribute, or collect, display, and distribute we. We have some options around those that are pretty scaled to the number of retailers you work with. So, definitely reach out. 44:58 If we can, you know, have are sales team, will walk you through some of the different offerings, But Yes, absolutely. 45:04 We want to scale that, both from small brands, to large brands and from brands that sell at one retailer to brands that sell at all our retailers, right? So, so we definitely have Scaled Offerings there. 45:17 Is there a way to publish social content from Influencer onto Wal-Mart, so Gnomon asked about that? 45:24 So, you know, really important. 45:26 If you've been paying attention, because I've always seen, you probably saw that we just recently acquired .... This summer, securely, is all about publishing social content. 45:38 And so, that's something that's gonna offer some, some. 45:41 Possibly, Wal-Mart is working with us on that, and more probably to come, though, on whether we can pull, or when we could pull influencer content into that, And when that will really be running with Wal-Mart, but, know, that, yes, rape. 45:55 So we acquired Influencer and Kimberly and absolutely. 46:00 you know, you will see us have all our solutions work together to give you that, the best options and the way to really, you know, most impact out in the retail channels. So more to come on that, but that yes, you will see that happen. 46:17 No more on the broad and how would you define user generated content. I would say user generated content can be a lot of things. 46:24 In our space and in Commerce, we, we tend to think of it most as, or at least when thinking about it in sort of this e-commerce retail context, is it's, know, what is content that customers can submit that sort of fall in the purchase path of other customers? 46:43 And so, that would be obviously, we've talked a lot about ratings and reviews, and we talked about questions and answers, but also that social content. 46:50 So I think that's one of the really great reasons why, clearly, it makes perfect sense to be part of bizarre voice is that, you know, people are talking about those products out in other channels, like an Instagram, and how do we get that content, you know, right into the purchase path. So those tend to be the ways we most think about it. 47:10 I think, you know, as time goes on, you will probably find new things, you know, video content. 47:16 You know, product unbox things and things like that. Those are user generated things that are that are advertising and talking about your products. 47:24 And so I don't think it's just limited to ratings and reviews and social content and Q and A But that is the places where bizarre voice can help you most impact today. 47:36 Can I get new questions? Can I get notifications about new questions or reviews being posted? So Carlos asked about that. 47:43 Carlos, yes! 47:44 You can set up notifications on that in connections, and so that is, That is part of the tool, that you could get some notifications and some, some amount of reporting, and then the reviews piece will be just dependent on whether you're using Connections Premium, or not. 48:08 Let's see, if we have a response on our website as a supplier, on a negative review, do we need connections premium for that to syndicate the answer? There is no. 48:20 So Connections premium is about giving you access to respond to a review left at Wal-Mart or at a retailer and your reviews that you collected and responded to on your site all of that syndicates together and set up that would syndicate with the review from your site. 48:38 But, again, you know, just thinking lots of reviews are being left about your product over on the retailer, Site and Connections Premium is giving you access to that. 48:50 Just some questions about Moderation. 48:54 So, yes, we do moderate all content that's coming through our network. We use a mix of natural language processing, machine learning, and humans. 49:03 And, so, we are able to, to approve a lot of content, just and through machine learning. 49:09 But a lot of content does still get seen by human in this particular question, Went on to ask about pictures. 49:17 So, when we're talking about, like, pictures within a review, whenever we see a picture, we do, automatically to day send that to a human. 49:24 But, you know, as technology improves, you know, we will always look to harness innovation in an as, you know, just sort of that same photo machine learning improves, that we could see that in the future, but today, we do look at all of those. 49:43 I have reviews on my Shopify store. Can I distribute those reviews on Wal-Mart? Potentially, I would say, that's worth reaching out and discussing with us. 49:57 I think this is a, this is a really good question. So, somebody asked about, we see a negative review, and we don't want to showing, how can we take that down? And the answer is, you can't write Wal-Mart wants to show authentic reviews, and if somebody had a poor experience with your product. 50:10 Like, Wal-Mart wants their shoppers to see that. 50:13 So, you know, there may be instances we do. 50:15 Like I said, we moderate content, if you feel like maybe there's this negative review, was fake in any way, or maybe falls outside of what, what you believe the guidelines would be. Like, I mean, definitely reach out. 50:30 And but ultimately, we're operating off guidelines. We've set with Wal-Mart on what they want to see on their site, and what they want to provide to shoppers. 50:40 And in bizarre voice is all about authenticity and transparency with shoppers. So, no. We never take down a review simply because it's negative. 50:48 And, again, if you think there's something more going on, you know, feel free to reach out. 50:57 And, will any Wal-Mart review syndicate on bizarre voice merely asked? 51:02 And, again, I I think this is sort of asking the same thing like this Wal-Mart syndicate elsewhere. And, again, the answer is just only to other Wal-Mart site, so you could potentially see that on, like, Sam's Club or Wal-Mart. 51:18 If we're only participating in the Spark reviewer program, can we still reply to reviews? 51:23 And those are, Spark reviewer reviews would be just, like reviews left on Wal-Mart dot com, and you would need connection's Premium to respond to that, since it's, again, not a review being left on your site. 51:36 Uh, that actually is the last question. 51:41 Maybe I'll give a minute or so, just to see if any more trickle in. 51:49 So, this is, this is the last call for questions, I guess. 52:03 Taking down old reviews and again, that's not something that necessarily and that would be at Wal-Mart's discretion if they felt like this is a different product or the products changed over the years. 52:14 So we want to take down all reviews before X date, and this, potentially, but that, that ultimately, review showing on Wal-Mart dot com are owned by Wal-Mart right there. They have the license there, and it's, it's their call to determine how they want to display that to shoppers. Generally, we don't see, You know, most clients just take down reviews for being old. 52:39 They want to keep as much content as they can there, and, But we sometimes see, like, if a review, like if a product clearly has changed, but maybe the SKU ultimately didn't change or something like that, we may get a request to say, like, Hey, we changed the formula on this product on X date. 52:57 But it's going to be all reviews from before that date, if we do something like that. 53:00 But, I would say that's a pretty rare, nitch case, that we do something like that, because often, product data is going to change if the product changed. 53:18 Are reviews linked to a specific product, or all products for a brand, and specific products that we are reviewing specific to the product? 53:27 You can potentially share reviews across, like products. 53:29 So let's say you sell let's say you sell toothpaste and you also sell a two pack of that toothpaste, or you sell a six ounce and a 12 balanced version of it, but it's the same product. 53:40 Um, We can see those reviews could be shared across those like products, and so that's very common for Wal-Mart to do and for all of our retailers to do, then, is it available in Canada? So, Wal-Mart Canada does have ratings and reviews on their site, and a lot of the solutions we talked about today are available. Wal-Mart Spark is specific to Wal-Mart dot com in the US, so, Wal-Mart Canada doesn't currently have a program with the city. 54:08 Something like that, but, we could discuss other, you know, sampling options with you that are available, and if you want to sample products so that you can get reviews on Wal-Mart, Canada. 54:29 Um. 54:32 Do you find customers are less willing to trust reviews when they say it was from another site, because they may know that they received a free product? 54:38 So that's one of the benefits of using bizarre voice. And we are letting those customers know, so if it did come from another site and it was, we do require content if they received a free product. Or really any incentive if they got inserted into a sweepstakes for leaving their review. 54:55 Anything like that, and their products required to be batched, and so that's part of FTC guidelines. And then Bizarro is authenticity policy and also requires that. 55:05 And that's gonna follow. 55:07 So, if a review then shows on Wal-Mart dot com, you're gonna see, if it was part of a promotion, and then all this stuff coming from Spark or things like that are also batched as such. 55:18 So we try to be really transparent with shoppers and and studies that we've done in the past and research we've done to show that. 55:25 When shopper's see that there is transparency around it, they they do trust it and they trust that content the same. 55:32 It's more with shoppers. 55:36 I don't know that, And when that's not being made clear to them, and that's an issue, and you shouldn't see that with, within our network. 55:44 And so, we work really hard and have some really sophisticated and technology around authenticity, and then we've got our whole moderation team, too, to try to make sure that, that's being made clear and transparent. 55:59 So, unfortunate, that is all the time we have for questions today, and I do want to just leave you and let you know about what we've got upcoming. 56:10 And so I do want to share really quickly, just a little blurb about the latest installment of our Virtual Summit series. So we did one of these just a few months ago and we're, we're coming back for another round. 56:20 And the last time we did this was at the beginning of the covert 19 pandemic. 56:24 And so we're really going to circle back in our state of retail with a lot of what we've learned, and both directly and by, observing what's going on in the industry, and what others are observing. 56:36 So that will be really exciting. 56:38 And if you grab your phones and open your camera and you hold it over the QR code, and that's, that's in the circle that's just above North America or Europe there, depending where you wanna register. 56:50 And you can actually, that'll, that'll take you to the registration page. 56:55 And so, what's really cool. 56:56 You know, we're just off the heels of our acquisition of influencer last year with, as I mentioned, we recently acquired ..., so there's just a lot of really exciting things upcoming with all of that. 57:06 So, we're going to, really use, this time, we're going to illustrate how you build your brand with our new, combined family of companies, from ratings and reviews to sampling to inspiring your customers through visual content. 57:21 And that's all possible directly within the bizarre voice family. 57:26 And also, we had the chance to sit down with a few of our clients and talk about different things from the covered 90 Cove at 19 impact to the relationship between brain and retail. 57:36 So you're going to be able to hear from them on how they're pivoting to really improve their omnichannel future. And last, but definitely not least, we're so inspired by our clients sharing how they've been giving back to their communities. So, we've decided to do something special in the spirit of this season. For every person who attends the virtual event, we're going to donate $5 to either Feeding America or the American Red Cross. The event itself does not have a cost for you, but we will still be donating just directly to those, or you simply just taking the time to attend. 58:12 So, we really hope that you'll join us for that. We're really glad you joined us today. So, thank you so much for today, and we hope to see you at this next one. 58:19 Thanks, everyone.
