Tuesday, October 18, 2011
Breakthrough new offering makes social insights actionable across the business
Bazaarvoice today unveiled Bazaarvoice Customer Intelligence at the 4th annual Bazaarvoice Social Commerce Summit Europe. The new offering surfaces powerful insights from customer conversations to drive specific actions across the business. Now, for the first time ever, companies like 3M, Cabela’s and Argos are using Bazaarvoice Customer Intelligence to tie customer sentiment to particular products and people to take rapid, strategic action across sales, marketing, customer service, merchandising and product teams.
Bazaarvoice Customer Intelligence Overview
In an attempt to get closer to their customers, companies across the globe spend billions on market research and business intelligence solutions. Bazaarvoice Customer Intelligence introduces a new approach: turn social data into product- and customer-specific insights that power strategic, customer-centric decisions in every part of the business.
The Bazaarvoice Customer Intelligence offering features:
• Structured social data asset that connects customer sentiment to products – and then to customer segments and individual advocates.
• Reliable, on-demand information source that can be easily integrated with existing systems and processes, such as loyalty programmes and marketing campaigns.
• Always-on analytics application to track products and sentiment worldwide.
• Cross-divisional deployment in days through SaaS technology and best practices support.
With Bazaarvoice Customer Intelligence, companies can replace guesswork with precise, always-on insight about products, services, and customer segments in order to sell more of what’s working, improve what’s not, and engage the influencers who drive their business.
Product Insights: Know the Why Behind the Buy
Designed for business users, Bazaarvoice Customer Intelligence enables companies to:
• Proactively surface sentiment tied to product and service categories through an easy-to-use visual interface driven by sophisticated algorithms and text analysis of structured and unstructured data.
• Access insights 24/7 through a centralised analytics application that continuously monitors products and services in real time.
• Leverage Bazaarvoice moderation services to identify what software can’t, including product flaws, product suggestions, marketing copy recommendations, and more.
People Insights: Identify and Engage Influencers & Advocates Across Products, Services, Segments
Bazaarvoice Customer Intelligence pairs category and SKU-level product opinions with customer segments and individual advocates to allow users to:
• Identify top promoters and detractors through advocacy and influencer ratings, as well as Net Promoter Scores.
• Engage with influencers and create 24/7 focus groups to continually co-innovate and validate with customers, and drive highly targeted marketing.
• Integrate Bazaarvoice Customer Intelligence data with internal business data and CRM systems to create a 360-degree view of customers.
Decision-grade Insights: Operationalise Insight Across the Business to Power Data-Driven Decision Making
Bazaarvoice Customer Intelligence can be deployed across the enterprise to:
• Empower all business decision-makers to take strategic customer-centric action and monitor the impact.
• Match insights surfaced through Bazaarvoice Customer Intelligence with organisational structure for clear ownership.
• Get up and running in days with minimal IT resources through the Customer Intelligence SaaS architecture and best practices support from Bazaarvoice Client Services.
Comments on the News
• “To succeed, companies must get to ground truth about how products are perceived by different customer segments. Now they finally can. For the first time in history, word of mouth is a structured, digitally archived medium that can be sliced, diced, integrated, and analysed to deliver actionable insights that were never possible before. This is a tremendous opportunity, and it will change the way marketing and merchandising is done forever. I am very proud to announce Bazaarvoice Customer Intelligence to propel all of us along the journey.” – Brett Hurt, Founder and CEO of Bazaarvoice
• "Bazaarvoice Customer Intelligence allows 3M to proactively surface the customer motivations that drive our online community engagements, product by product, segment by segment. It is a tremendous asset across multiple brands and market channels, and we are learning new ways to connect with our customers." – Raj Rao, Global Director of Digital Marketing & eCommerce at 3M
• “Bazaarvoice Customer Intelligence has already made a significant impact to our trading, marketing, manufacturing and social analytics teams. It’s proved to be a valuable and dynamic asset, and has helped us to easily identify new customer insights about our products. “ David Tarbuck, Programme & Operations Manager at Argos
Additional Resources
• Follow @Bazaarvoice on Twitter or visit www.bazaarvoice.co.uk
