We recently went on a national press tour, and one of the highlights was Brett’s video interview with Taylor Buley at Forbes.com. Brett talks about how Oriental Trading Company uses customer reviews to transform their internal culture – internal teams work together to improve all aspects of their products and customer service. They’ve improved more [...]

At a time when customer switching is high, it’s increasingly important to foster a trusting relationship with your customers. In a recent Duke University and American Marketing Association poll of chief marketing officers, building a trusting relationship with customers was named the second overall customer priority for the next year, just behind service excellence.
At the [...]

Downgrading the sales effectiveness of social networks seems to be on the rise!
A recent report by Knowledge Networks found that social media doesn’t drive purchases — or at least, that customers don’t think it does. The survey results indicated that less than 5% of social media users say they regularly turn to social media for [...]

Nielson recently reported that the minutes spent on Twitter soared a whopping 3,712 percent to almost 300 million, versus around 7.8 million from the same month a year ago. Companies and consumers alike have realized that they can’t ignore the Twitter phenomenon. If you still question whether or not your company should be participating, read [...]

This series of blogs summarizes key takeaways from some of the presentations and panel discussions offered at the 2009 Social Commerce Summit.
This post recaps my session from the 2009 Social Commerce Summit, “Maximizing Impact from the Four Phases of Social Commerce.”
It was Christmas 2004, and the “it”-toy of the year for my four-year-old son Kyle [...]

This blog post is guest-written by Scott Koester, Product Manager for Bazaarvoice Search.
At Bazaarvoice, we don’t think of search in terms of just search engines. To us, “search” includes any way that consumers look for information, anywhere along the consideration or purchase path.
Social Amplification is a big part of this. Social Amplification is about extending [...]

Have you ever been exploring online and found yourself in a virtual community where crickets chirped and tumbleweeds drifted by? Message board tallies show the last comment was made in 2007 and any newer threads got a couple of views and zero responses. Welcome to the ghost town, a languishing community where there are few [...]

This series of blogs summarizes key takeaways from some of the presentations and panel discussions offered at the 2009 Social Commerce Summit.
“How the New York Times is using WOM to drive ROI” was the keynote given by Jeffrey Graham, Executive Director of Customer Insight for the New York Times, on April  29, 2009.
Readers tell the New [...]

In addition to tagging reviews, questions, answers, stories and other customer-generated content with descriptive codes like “CR” for references to competitors and “CS” for customer service issues, I am starting to think that our content moderators should apply “H” to content that could dramatically boost a product’s conversion rate (because after a fit of uncontrollable [...]

This series of blogs summarizes key takeaways from some of the presentations and panel discussions offered at the 2009 Social Commerce Summit.
“Viral Marketing for the Real World” is the keynote given by Jonah Peretti, Co-founder, BuzzFeed and The Huffington Post, on April 28, 2009.
Ever since the days of kickball and school fads, people have [...]