2012.02 dehaven-sd-unleashing-reviews-b
DESCRIPTION
This presentation titled, "Unleashing the Value of Review/User Content," was delivered at OMS in San Diego on 2/8/2012.TRANSCRIPT
Unleashing the Value of
Review/User Content
Michael DeHaven
Group Product Manger, SEO
Bazaarvoice
@stormseo, @bazaarvoice
@bazaarvoice @stormseo #OMS12
@bazaarvoice @stormseo #OMS12
skin
hypoallergenic gen
tle
healthy-looking
clearcleanserharsho
il-fr
ee
years love
lookin
g
great
helping soap
acne
youngerfragrance
rosa
cea
Language Styles: Cosmetics
@bazaarvoice @stormseo #OMS12
Language Styles: Apparel
greatquality
com
fort
able
concrete
workwalking
durable
sturdy love
com
fort
mois
ture
-wic
king
shoe
casu
al
meta
tom
ical
oxford
leather
outsole
rubber
lace
@bazaarvoice @stormseo #OMS12
Language Styles: Restaurant
scenic vie
wro
man
tic
gem
energetic
part
ies
specialvibrant
bar
great scene
party
sele
ctio
ns
sushicrab st
eaks
loun
gevodka
seafood
dining
fish
@bazaarvoice @stormseo #OMS12
Consumers and Bots Get Bored
@bazaarvoice @stormseo #OMS12
Integrated Marketing
Integrated Social
@bazaarvoice @stormseo #OMS12
Integrated Social
Acquisition
Conversion
Customer Service
Intelligence
Supply Chain
@bazaarvoice @stormseo #OMS12
Leverage Your Assets
• 1 optimized product page
• 161 word description
• 182 reviews with 11,529 words
• What else is available?
@bazaarvoice @stormseo #OMS12
• target keywords
• sort by newest
• 20% pro content
• 80% user content
• feature user content
• be interactive
• must be crawlable
Socializing the Product Page
@bazaarvoice @stormseo #OMS12
• target review words
• eliminate or reduce product description
• sort by helpfulness
• keep calls to action
• 30-40 items of UGC
• paginate
• must be crawlable
Add a Reviews/Social Page
@bazaarvoice @stormseo #OMS12
Own the Extreme Long Tail
• stand on concrete (1 & 2)• work on concrete (1 & 2)• for wife (1)• really cute (1, 2 & 4)• no foot pain (1 & 2)• arthritis (3 & 4)• back pain (2, 3 & 4)• all day support (1 & 2)
keen women’s presidio (3)…
@bazaarvoice @stormseo #OMS12
@bazaarvoice @stormseo #OMS12
@bazaarvoice @stormseo #OMS12
@bazaarvoice @stormseo #OMS12
Acquisition
Conversion
Customer Service
Intelligence
Supply Chain
Integrated Social
@bazaarvoice @stormseo #OMS12
200% Increase in Order Conversion
@bazaarvoice @stormseo #OMS12
300% Higher Revenue per Visitor
@bazaarvoice @stormseo #OMS12
13% More Trials21% More Purchase Conversions
@bazaarvoice @stormseo #OMS12
54% More Purchase Conversions 35% Trials
@bazaarvoice @stormseo #OMS12
By 2014, 53% of all purchases will be influenced by online research (Forrester)
@bazaarvoice @stormseo #OMS12
@bazaarvoice @stormseo #OMS12
10% Higher Redemption
Rate
@bazaarvoice @stormseo #OMS12
Integrated Social
Acquisition
Conversion
Customer Service
Intelligence
Supply Chain
@bazaarvoice @stormseo #OMS12
3+ Answers 81.2%
2 Answers 67.0%
Q&A reduces call volume
1
2
3
Contacts
Answers
CS calls/contacts
1 Answer 27.8%
@bazaarvoice @stormseo #OMS12
3+ Answers 12.8%
2 Answers 67.0%
Q&A reduces call volume
1
2
3
Contacts
Answers
CS calls/contacts
1 Answer 27.8%
@bazaarvoice @stormseo #OMS12
.com…
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Multi-environment interactions
@bazaarvoice @stormseo #OMS12
Multi-environment interactions
@bazaarvoice @stormseo #OMS12
Supplier Opportunity
@bazaarvoice @stormseo #OMS12
Supplier Involvement
@bazaarvoice @stormseo #OMS12
Integrated Social
Acquisition
Conversion
Customer Service
Intelligence
Supply Chain
@bazaarvoice @stormseo #OMS12Confidential and Proprietary. © 2010 Bazaarvoice, Inc. 32
@bazaarvoice @stormseo #OMS12
Started changing recipes on product release day
@bazaarvoice @stormseo #OMS12
Integrated Social
Acquisition
Conversion
Customer Service
Intelligence
Supply Chain
@bazaarvoice @stormseo #OMS12
@bazaarvoice @stormseo #OMS12
@bazaarvoice @stormseo #OMS12
Ask When it Makes Logical Sense
Unleashing the Value of
Review/User Content
Michael DeHaven
Group Product Manger, SEO
Bazaarvoice
@stormseo, @bazaarvoice