Innovation

Each year, we honor client brands that take customer conversations to the next level. Here, read about how customer conversations change everything.

Innovation awards finalists

The winner in this category leads the way in adapting technology to navigate the social landscape. They build teams and implement innovative solutions that encourage conversations. The sky is the limit when it comes to creatively solving business problems using online tools. Read the stories of our finalists in the Innovation category.

Reckitt Benckiser: Customer reviews drive new referrals

To acquire new customer referrals, Reckitt Benckiser reached out to their existing Finish® customers to request product reviews. They integrated the review request process with their referral program and their coupon platform to complete the customer acquisition cycle. Reckitt Benckiser received thousands of reviews, with a fantastic average customer rating of 4.2. They learned that certain customers value their products differently than their current marketing messaging, helping them tailor ad copy to their audience. Plus, they received one customer referral for every two reviews submitted.

Argos: Customer intelligence impacts organisation

Argos use the Bazaarvoice Customer Intelligence solution to maximise insights available from customer reviews, questions, and answers. The user-friendly data provides actionable insights that are shared with teams across the business. The new data format provides insights for everything from product and promotional selections to improving buying guides and product descriptions. This helps Argos put relevant customer insights at the heart of everything they do.

Boots UK: Partnership creates above-average results

Boots partnered with Babycentre to create seamless integration of review collection and display between the Babycentre site and Boots.com, enabling Boots UK to harness the benefits of user-generated content collected via Babycentre. The microsite allows customers to read reviews from Boots.com and write reviews in the Babycentre environment. Boots sees a higher average rating and an increase in review volume and product coverage via the microsite. The traffic-driving advertisements, images, and text links within Babycentre have also performed above average.

Debenhams: 5-star product tweets increase referrals

Retailer Debenhams wanted to increase awareness and sales of their 5-star products by featuring them in their Twitter feed and referring followers back to the Debenhams site. After using the Bazaarvoice TweetConnect feature to send a selection of top-rated products daily, they saw an increase in referrals to these products on Debenhams.com, resulting in additional revenue.

Wiggle: Multilingual user-generated content increases conversion

Wiggle wanted to engage customers abroad, particularly those in in Japan and Spain, so they tailored their website to international audiences The current wiggle.co.uk site allows users to navigate the site in seven languages, but the user-generated content only appeared in English. Once available, Wiggle activated a Bazaarvoice feature allowing UGC to appear in Japanese and Spanish, improving overall site conversion.