Ratings and reviews from customers have become one of the most valuable sources of brand advice for 3M. 3M has invested heavily in gathering online customer ratings and reviews across many of its brands and products. The reviews provide valuable insights into how customers use products and what they think of 3M's products, competitors, service and pricing. 3M uses these insights to improve products, marketing and communications by incorporating customer language and feedback. The reviews have also helped drive sales growth and build customer trust in products.
Participated in Razer Fintech Inaugural digital hackathon from 15 - 17 May 2020. Competed with a crowd of 300 (100 teams) to emerge as top 20. Proposed a community-focused Insure tech solution, utilising gamification, rewards and community spirit to increase uptake of insurance products.
Challenges in Insurance: Customer Clarity in ClaimsPrecisely
In insurance, the claims process and risk of customer churn always go hand in hand. According to Forrester, more than 30% of customers who endured a bad claims experience switched insurers within one year of the incident. This churn due to declining loyalty and poor customer experiences can represent as much as $470 billion in Life, Property, and Casualty premiums globally. Not to mention the cost to your staff and time spent working through claims inquiries.
What if there was a way to reduce costs, to reduce second and subsequent calls to your claims center, and to drive digital adoption…all while increasing your claimant’s satisfaction throughout the experience?
Watch our on-demand webinar as we discuss some of today’s toughest challenges in the insurance industry.
Digital insurance trends in Asia - Presentation to Allianz regional conferen...The Digital Insurer
This deck is an extract of a presentation given to Allianz CIO's and COO's in Singapore in May 2013.
Note : The presentation is an independent presentation by The Digital Insurer and does not represent or reflect Allianz policy or strategy.
Starting today, you can lend online to consumers and businesses. You can reach more customers, and better qualify them. Increase your ROI by lowering your cost of lending more than 50% and increase your revenue per customer more than 25%.
Be where your customers are, when they want you. It’s a new day in banking. Digital lending is here.
That’s banking without walls.
Participated in Razer Fintech Inaugural digital hackathon from 15 - 17 May 2020. Competed with a crowd of 300 (100 teams) to emerge as top 20. Proposed a community-focused Insure tech solution, utilising gamification, rewards and community spirit to increase uptake of insurance products.
Challenges in Insurance: Customer Clarity in ClaimsPrecisely
In insurance, the claims process and risk of customer churn always go hand in hand. According to Forrester, more than 30% of customers who endured a bad claims experience switched insurers within one year of the incident. This churn due to declining loyalty and poor customer experiences can represent as much as $470 billion in Life, Property, and Casualty premiums globally. Not to mention the cost to your staff and time spent working through claims inquiries.
What if there was a way to reduce costs, to reduce second and subsequent calls to your claims center, and to drive digital adoption…all while increasing your claimant’s satisfaction throughout the experience?
Watch our on-demand webinar as we discuss some of today’s toughest challenges in the insurance industry.
Digital insurance trends in Asia - Presentation to Allianz regional conferen...The Digital Insurer
This deck is an extract of a presentation given to Allianz CIO's and COO's in Singapore in May 2013.
Note : The presentation is an independent presentation by The Digital Insurer and does not represent or reflect Allianz policy or strategy.
Starting today, you can lend online to consumers and businesses. You can reach more customers, and better qualify them. Increase your ROI by lowering your cost of lending more than 50% and increase your revenue per customer more than 25%.
Be where your customers are, when they want you. It’s a new day in banking. Digital lending is here.
That’s banking without walls.
How Confused.com and iovation Fight Ghost BrokingTransUnion
Ghost broking is what keeps insurance fraud managers up at night. It’s a scam whereby fraudsters purchase insurance with false details and resell the policy to the unsuspecting victim, who is then not covered if an event occurs.
Hear from Stephen Adams, Fraud Manager at Confused.com, as he shares his experience using iovation’s device intelligence solution to fight fraud, prosecute fraud rings and protect their panel of insurers. As an avid member of iovation’s insurance community, he will also share the benefits of having access to iovation’s device consortium and open community to discuss current fraud trends.
Join us to learn about:
How Confused.com uses iovation to tackle fraud
How Confused.com protects our insurer panel
The benefits of iovation’s technology and community
Prosecuting a fraud ring in conjunction with another iovation client
Think Digital : Transform your life insurance agency model in AsiaThe Digital Insurer
This presentation by The Digital Insurer was given at IDC conference in Singapore in September 2013.
It is a strategy for digital transformation and argues that tablet toolkits are the pivotal technology for that transformation to more digital and customer centric future.
Leverage Gartner’s Insight for Assessing the Total Cost of Fraud in Your Paym...TransUnion
As businesses transform to meet shifts in consumer behavior and fraud patterns taking place through digital channels, it has never been more important to understand and assess the comprehensive financial impact of your fraud solutions.
According to Gartner, “In order to build an effective fraud detection strategy, fraud leaders must attempt to quantify how much fraud is costing their organization. This cost will lead to informed discussions about how much to invest in detecting and preventing fraud, and how best to align a fraud strategy to organizational goals.”1
Watch now to learn how to:
- Optimize your fraud investments by developing a “total cost of fraud” model, aligned with overall business needs
- Understand how to calculate the costs of fraud that impact onboarding, account access, and payments
- Implement effective solutions for fraud detection and prevention that drive down your total cost of fraud
1 Gartner, How to Create a Payment Fraud Detection Strategy at the Organizational Level, Akif Khan, 21 January 2020
How can TCS help Banking & Financial Services industry achieve successful digital transformation through customizable solutions to stay ahead of customer's needs and drive down costs?
Please find here our first Insurance Review on Digital Disruption of the Insurance sector. We've put together the best, most shared and liked articles on this topic. All articles have been published before on our Financial Services blog
Digital transformation: How communications service providers can thrive in th...Tata Consultancy Services
Navigate the path to successful digital transformation. Through deep industry expertise, modular, customizable solutions that meet real needs, we help you stay ahead of customers’ needs and reduce costs.
Digital thinking to transform face-to-face insurance in Asia by Hugh TerryThe Digital Insurer
These are the slides presented by The Digital Insurer at the Insurancecom conference in HK at the Ritz Carlton on 2nd December 2014.
The theme of the conference was profitable strategies for growth in 2015 and this presentation focuses on the opportunity to use digital thinking and trends to create Agency 2.0 and Banca 2.0 models
Every insurance company is defining the strategy and action plans to implement Digital Insurance. In most boardrooms there is an agreement on the necessity of Digital Insurance. However in many cases there is no clarity on the content of Digital Insurance, time frame of implementation, dependencies with other ongoing projects and strategic activities and the scope of the organizational transformation.
The Backbase webinar slides on Wednesday, 30th March: Embrace FinTech with Jouk Pleiter and Jelmer de Jong.
In this webinar, Jouk Pleiter and Jelmer de Jong of Backbase will talk about how banks turn the threat into opportunity and embrace fintech. Fintech is a hot market. All around the world, startups are launching, challenger banks are formed, and fintech is on everybody's lips. In this free webinar, we reveal how banking and financial services can learn from these new fintech players, and how banks can use fintech companies and fintech vision to accelerate their own digital transformation, with strong focus on:
How to leverage fintech in your digital strategy.
The emerging Banking as a Service (BaaS) model.
The impact of the open fintech API ecosystem.
Initiating rapid business innovation.
Real-world examples.
Insurance Industry Trends in 2015: #1 Big Data and AnalyticsEuro IT Group
By implementing customized big data solutions, Euro IT Group can help you unlock the tones of information already flowing through your organization, analyze it, extract value and transform it into insight that drives growth and revenue.
The Power of Incentive Fulfillment Retaining and Rewarding Research RespondentsHyperwallet
For many market research firms, the ability to offer the right incentive options is a key factor in keeping survey respondents engaged throughout the entire research process and for ongoing/future research initiatives. In this session, hyperWALLET Systems Inc., a global incentive payments provider, will present its cash-based rewards distribution platform, alongside overarching industry trends, in order to showcase the merits of a choice-driven, recipient-directed approach to incentives fulfillment.
Digital transformation: How retailers can thrive in the new digital environmentTata Consultancy Services
Navigate the path to successful digital transformation. Through deep industry expertise, modular, customizable solutions that meet real needs, we help you stay ahead of customers’ needs and reduce costs.
MioSales Banca is an AI sales platform for financial institutions, distributors, banks, and brokers for enabling next-gen sales, lead, marketing & engagement
We live in a digital world, but has business' debt collections practices embraced this new medium? Discover the latest trends in the collections space - from mobile to virtual agents.
How Confused.com and iovation Fight Ghost BrokingTransUnion
Ghost broking is what keeps insurance fraud managers up at night. It’s a scam whereby fraudsters purchase insurance with false details and resell the policy to the unsuspecting victim, who is then not covered if an event occurs.
Hear from Stephen Adams, Fraud Manager at Confused.com, as he shares his experience using iovation’s device intelligence solution to fight fraud, prosecute fraud rings and protect their panel of insurers. As an avid member of iovation’s insurance community, he will also share the benefits of having access to iovation’s device consortium and open community to discuss current fraud trends.
Join us to learn about:
How Confused.com uses iovation to tackle fraud
How Confused.com protects our insurer panel
The benefits of iovation’s technology and community
Prosecuting a fraud ring in conjunction with another iovation client
Think Digital : Transform your life insurance agency model in AsiaThe Digital Insurer
This presentation by The Digital Insurer was given at IDC conference in Singapore in September 2013.
It is a strategy for digital transformation and argues that tablet toolkits are the pivotal technology for that transformation to more digital and customer centric future.
Leverage Gartner’s Insight for Assessing the Total Cost of Fraud in Your Paym...TransUnion
As businesses transform to meet shifts in consumer behavior and fraud patterns taking place through digital channels, it has never been more important to understand and assess the comprehensive financial impact of your fraud solutions.
According to Gartner, “In order to build an effective fraud detection strategy, fraud leaders must attempt to quantify how much fraud is costing their organization. This cost will lead to informed discussions about how much to invest in detecting and preventing fraud, and how best to align a fraud strategy to organizational goals.”1
Watch now to learn how to:
- Optimize your fraud investments by developing a “total cost of fraud” model, aligned with overall business needs
- Understand how to calculate the costs of fraud that impact onboarding, account access, and payments
- Implement effective solutions for fraud detection and prevention that drive down your total cost of fraud
1 Gartner, How to Create a Payment Fraud Detection Strategy at the Organizational Level, Akif Khan, 21 January 2020
How can TCS help Banking & Financial Services industry achieve successful digital transformation through customizable solutions to stay ahead of customer's needs and drive down costs?
Please find here our first Insurance Review on Digital Disruption of the Insurance sector. We've put together the best, most shared and liked articles on this topic. All articles have been published before on our Financial Services blog
Digital transformation: How communications service providers can thrive in th...Tata Consultancy Services
Navigate the path to successful digital transformation. Through deep industry expertise, modular, customizable solutions that meet real needs, we help you stay ahead of customers’ needs and reduce costs.
Digital thinking to transform face-to-face insurance in Asia by Hugh TerryThe Digital Insurer
These are the slides presented by The Digital Insurer at the Insurancecom conference in HK at the Ritz Carlton on 2nd December 2014.
The theme of the conference was profitable strategies for growth in 2015 and this presentation focuses on the opportunity to use digital thinking and trends to create Agency 2.0 and Banca 2.0 models
Every insurance company is defining the strategy and action plans to implement Digital Insurance. In most boardrooms there is an agreement on the necessity of Digital Insurance. However in many cases there is no clarity on the content of Digital Insurance, time frame of implementation, dependencies with other ongoing projects and strategic activities and the scope of the organizational transformation.
The Backbase webinar slides on Wednesday, 30th March: Embrace FinTech with Jouk Pleiter and Jelmer de Jong.
In this webinar, Jouk Pleiter and Jelmer de Jong of Backbase will talk about how banks turn the threat into opportunity and embrace fintech. Fintech is a hot market. All around the world, startups are launching, challenger banks are formed, and fintech is on everybody's lips. In this free webinar, we reveal how banking and financial services can learn from these new fintech players, and how banks can use fintech companies and fintech vision to accelerate their own digital transformation, with strong focus on:
How to leverage fintech in your digital strategy.
The emerging Banking as a Service (BaaS) model.
The impact of the open fintech API ecosystem.
Initiating rapid business innovation.
Real-world examples.
Insurance Industry Trends in 2015: #1 Big Data and AnalyticsEuro IT Group
By implementing customized big data solutions, Euro IT Group can help you unlock the tones of information already flowing through your organization, analyze it, extract value and transform it into insight that drives growth and revenue.
The Power of Incentive Fulfillment Retaining and Rewarding Research RespondentsHyperwallet
For many market research firms, the ability to offer the right incentive options is a key factor in keeping survey respondents engaged throughout the entire research process and for ongoing/future research initiatives. In this session, hyperWALLET Systems Inc., a global incentive payments provider, will present its cash-based rewards distribution platform, alongside overarching industry trends, in order to showcase the merits of a choice-driven, recipient-directed approach to incentives fulfillment.
Digital transformation: How retailers can thrive in the new digital environmentTata Consultancy Services
Navigate the path to successful digital transformation. Through deep industry expertise, modular, customizable solutions that meet real needs, we help you stay ahead of customers’ needs and reduce costs.
MioSales Banca is an AI sales platform for financial institutions, distributors, banks, and brokers for enabling next-gen sales, lead, marketing & engagement
We live in a digital world, but has business' debt collections practices embraced this new medium? Discover the latest trends in the collections space - from mobile to virtual agents.
How Customer Reviews Impact the Buyer's Journey Vbout.com
In this presentation, we'll explain how you can build long-term relationships with your clients using reputation management solutions guaranteed to drive results.
Totango and thismoment discuss data-driven insights for customer acquisition, customer success, and churn management.
Learn how thismoment uses Totango to:
- Identify buy and churn signals from product usage data
- Segment your user-base for smarter customer engagement
- Impact every aspect of the customer journey from trial to onboarding to renewal and upsell
How the consumer shift to online media channels is changing the marketing mix.
(All research is cited. Special shout out to Hubspot and Aberdeen Group, both great resources on the subject matter).
The Age of the Customer: Automating and Optimizing Audience EngagementMarketo
Consumers today have higher expectations than ever before. Thanks to the bombardment of marketing messages being thrown at them, they demand messages that are timely and relevant. To succeed in this new era, marketers must evolve their communications and campaigns to reflect the nature of today’s distracted audience. They must become customer obsessed.
In this must-see webinar with Jon Miller, VP of Marketing and Co-founder of Marketo, and featured guest speaker Cory Munchbach, Analyst at Forrester Research, Inc, you will get a taste of the strategies and solutions available to you for automating, optimizing, and powering this engagement.
You will discover:
-How to tackle common challenges such channel silos, limited data, and campaign mindset
-Behavioral, contextual, and conversational tools every marketer needs in their "customer obsessed" toolkit
-What a "customer life cycle marketing system" looks like
Measuring customer experience with social media.jan15Michael Wolfe
The everyday experience and touches of customers to your brand constitutes a significant business driver. This study demonstrates how a special metric of this customer-experience, the SEI, can be used in predictive models to measure, monetize and derive significant insights into how your customers define your brand
This presentation made for the Social Media Enterprise Forum 2011 will introduce you to the different aspects of customer service using social media and leave you with valuable insights. Includes the benefits of using social media, invaluable tools, case studies and tips.
Digital Marketing Specialization Capstone project final submission.
This Capstone project is about developing a channel strategy to increase the sales of Bosch power tools on Grainger.com by 10% using display advertising and emails. The outcome of this project is a channel plan with test and control plan for each of the scenarios described in the problem statement.
Similar to Bazaarvoice 3M Detailed Case Study from Summit 2014 (20)
Fantastic whitepaper detailing the key takeaways from the Bazaarvoice Summit a few months ago - "changing the world, one authentic conversation at a time"
Enhance your social media strategy with the best digital marketing agency in Kolkata. This PPT covers 7 essential tips for effective social media marketing, offering practical advice and actionable insights to help you boost engagement, reach your target audience, and grow your online presence.
The Evolution of SEO: Insights from a Leading Digital Marketing AgencyDigital Marketing Lab
Explore the latest trends in Search Engine Optimization (SEO) and discover how modern practices are transforming business visibility. This document delves into the shift from keyword optimization to user intent, highlighting key trends such as voice search optimization, artificial intelligence, mobile-first indexing, and the importance of E-A-T principles. Enhance your online presence with expert insights from Digital Marketing Lab, your partner in maximizing SEO performance.
Unlock TikTok Success with Sociocosmos..SocioCosmos
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Improving Workplace Safety Performance in Malaysian SMEs: The Role of Safety ...AJHSSR Journal
ABSTRACT: In the Malaysian context, small and medium enterprises (SMEs) experience a significant
burden of workplace accidents. A consensus among scholars attributes a substantial portion of these incidents to
human factors, particularly unsafe behaviors. This study, conducted in Malaysia's northern region, specifically
targeted Safety and Health/Human Resource professionals within the manufacturing sector of SMEs. We
gathered a robust dataset comprising 107 responses through a meticulously designed self-administered
questionnaire. Employing advanced partial least squares-structural equation modeling (PLS-SEM) techniques
with SmartPLS 3.2.9, we rigorously analyzed the data to scrutinize the intricate relationship between safety
behavior and safety performance. The research findings unequivocally underscore the palpable and
consequential impact of safety behavior variables, namely safety compliance and safety participation, on
improving safety performance indicators such as accidents, injuries, and property damages. These results
strongly validate research hypotheses. Consequently, this study highlights the pivotal significance of cultivating
safety behavior among employees, particularly in resource-constrained SME settings, as an essential step toward
enhancing workplace safety performance.
KEYWORDS :Safety compliance, safety participation, safety performance, SME
“To be integrated is to feel secure, to feel connected.” The views and experi...AJHSSR Journal
ABSTRACT: Although a significant amount of literature exists on Morocco's migration policies and their
successes and failures since their implementation in 2014, there is limited research on the integration of subSaharan African children into schools. This paperis part of a Ph.D. research project that aims to fill this gap. It
reports the main findings of a study conducted with migrant children enrolled in two public schools in Rabat,
Morocco, exploring how integration is defined by the children themselves and identifying the obstacles that they
have encountered thus far. The following paper uses an inductive approach and primarily focuses on the
relationships of children with their teachers and peers as a key aspect of integration for students with a migration
background. The study has led to several crucial findings. It emphasizes the significance of speaking Colloquial
Moroccan Arabic (Darija) and being part of a community for effective integration. Moreover, it reveals that the
use of Modern Standard Arabic as the language of instruction in schools is a source of frustration for students,
indicating the need for language policy reform. The study underlines the importanceof considering the
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.
KEYWORDS: migration, education, integration, sub-Saharan African children, public school
Buy Pinterest Followers, Reactions & Repins Go Viral on Pinterest with Socio...SocioCosmos
Get more Pinterest followers, reactions, and repins with Sociocosmos, the leading platform to buy all kinds of Pinterest presence. Boost your profile and reach a wider audience.
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Surat Digital Marketing School is created to offer a complete course that is specifically designed as per the current industry trends. Years of experience has helped us identify and understand the graduate-employee skills gap in the industry. At our school, we keep up with the pace of the industry and impart a holistic education that encompasses all the latest concepts of the Digital world so that our graduates can effortlessly integrate into the assigned roles.
This is the place where you become a Digital Marketing Expert.
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Bazaarvoice 3M Detailed Case Study from Summit 2014
1. How Ratings & Reviews Became the
Most Valuable Brand Advice for 3M
Connected
Influence
2. A note for marketers
Fueled by rapid adoption of eCommerce models and social technologies,
customer-led disruption will continue to arrive unexpectedly on 3M’s doorstep.
Buyers want things faster, better, often cheaper and with a higher degree of service
– and technology makes it possible for them to get what they want from any corner
of the globe. Connections between buyers, consumers and manufactures through
mobile devices have become ubiquitous. Buyers have more power than ever. With
online product reviews and buyer ratings, 3M customers know more about our
products, our service, our competitors, and pricing than we ever imagined.
3M’s Investment in Global eTransformation
In 2012, 3M embarked on a remarkable journey to take advantage of multiple
sources of digital data around customers and markets to strengthen our
connectivity to Buyers, and expand our channel coverage. With appropriate
privacy safeguards, eTransformation programs like Product reviews and buyer
ratings uses this customer intelligence to gain insight at scale, which leads to
stronger engagement across multiple touch points.
Raj Rao, Vice President
3M Global eTransformation
1
3. 2
The Connected Economy: North America Edition
3
Table of Contents
A note for marketers 1
The world in reviews 4
3M by the numbers 14
Why are ratings & reviews critical to my business? 18
3M case studies and successes 22
The emergence of global customer influence 38
About 3M 41
About Bazaarvoice 41
6. 119
This is a great
firestopping product,
I have never had an
Architect reject this
product. Cleans up
with water and
meets the US
Government’s
Made in America
requirements.
– Metalman16, St. Joseph, MO
In the construction
industry which we
are a part of, this tape
is recommended for
barrier control. Dust
and dirt does not
prevent the tape from
sticking and the color is
warning to not enter.
– ICRA, Leesburg, FL
“
”
3M™ Fire Barrier Sealant CP 25WB+, 2 gallon, Pail
3M™ Automotive Refinish Masking Tape, 06654, 36 mm x 55 m
“
”
62.2% of surveyed
B2B professionals
read user Ratings &
Reviews for business
products or services.
-- Business.com
7. 1312
92% of consumers
around the world
say they trust earned
media, such as WoM
and recommendations
from friends and family,
above all other forms
of advertising.
-- Nielsen’s April 2012 Global Trust in Advertising Survey of
more than 28,000 Internet respondents in 56 countries
I have tried several different headlight
restoration products over the past few years,
and this 3M restoration kit is by far the best.
Most products don’t include the tools to
remove deep scratches and yellowing. They
basicly give you the buffing compound used
in the final step with the 3M
kit. This would probably work
if your headlights only have
mild hazing. But, the sanding
discs included with the 3M kit
makes it much easier to restore
badly damaged headlamp
covers back to new or almost
new condition. I would highly
recomment this product to
anyone needing headlight
restoration.
– AmyG, Downingtown, PA
“
3M™ Headlight Lens Restoration System, 39008
”
12
8. AVERAGE
STAR RATING:
4.5
LANGUAGES
10
TOTAL NUMBER
OF REVIEWERS
46,000
TOTAL NUMBER OF
PRODUCTS WITH REVIEWS:
3,060BY THE
NUMBERS
54,000
TOTAL REVIEWS
ACROSS ALL OF 3M
• 3M ESPE, US
• Littmann, US & Canada (EN/FR)
• Ace™ Brand, US
• Command™ Brand UK, US, Australia, Argentina,
Mexico, Singapore, Brazil
• Filtrete™, US
• Futuro™, US, Australia
• Innovation Center, US HQ
• Littmann, US & Canada
• Nexcare™, US, Chile, Australia, Mexico
• O-Cel-O™, US
• Post-it® Brand US, Australia, Argentina, Chile,
Columbia, Brazil
• PostItTeachers, US
• Scotch® Brand US, Chile, Indonesia, UK, Argentina
• Scotch-Brite™, US, Chile, Singapore, Mexico,
Argentina, Indonesia, Korean, Portuguese,
• Scotchblue™, US
• Scotchgard™, US
• Tekk, US
• Window Film, US
• Shop3M, US & UK
• Pruven™ Pet Products, US
• 3M Home Energy, US
• 3M Animal Care, US
• Scotch® Brand Mounting & Fastening, US
• 3M DIY, US
• Workspace Solutions, US
• SkinAndWoundCare, US, UK
REVIEWS ARE CURRENTLY LIVE ON:
1514
9. 1716
Bazaarvoice Conversations Index Ratings & Reviews volume
July 2012 – June 2013
Bazaarvoice Conversations Index Consumer Sentiment Performance
July 2012 – June 2013
10. Why are
ratings and
reviews
critical to
business?
Convert more buyers.
Review content increases online conversion & offline conversion during the Zero
Moment of Truth.
Identify advocates & increase brand engagement.
Grow consumer engagement and education as buyers seek information and interact with
the brand and peer content.
Transform Media with buyer advocacy.
Review content is media agnostic and can be used to re-market to buyers in Paid,
Owned, & Earned Media.
Learn efficiently through direct buyer insights.
Through an always-on focus group, gather feedback on products, usage, and brand
benefits by buyer segment.
Improve SEO.
Use the consumer’s own language to be more findable in search.
88% of Business Technology
Professionals use Social Media
for Business Decision Making.
- Forrester, 2010 19
11. In the B2B world, reviews
can be even more crucial
{than in B2C} as buyers
are tasked with buying
higher volumes and often
higher priced items while
facing challenges like
inventory turn and P&L.
-Ecommerce Insights, 2012
12. 3M allows two-way
conversations between the
brand and customer online.
3M makes a point to open the door to two-way
conversations.
All consumer brands respond publically and
privately to reviews. The Consumer Business
Group emails consumers directly for all one,
two and three star reviews. All brands’ 1-2
star reviews receive both a private email to the
consumer and a public response.
According to a recent Bazaarvoice
research study, when a brand
responds publicly to negative
reviews, the purchase intent
increases by as much as 186%.
22 23
13. Scotch®
Brand edits
online product
descriptions to more
closely reflect the
way consumers are
using and describing
the product features
and benefits.
Originally, marketing copy focused on
technical specs and lab benefits, with insights
from reviews copy was enhanced to include
different benefits that served the needs and
use of the product.”
Scotch®
Brand incorporated user-generated
content to better communicate the different
ways people were using their scissors.
24 25
Original consumer sentiment
from 3M (top), shown with
the updated description on
Scotchbrand.com (bottom).
14. 2726
Continued, consumer-
informed marketing
led to sales growth.
Scotch®
Brand monitored sales of two different scissors, The Scotch™
Precision Ultra Edge Non-stick Scissors which received a makeover
with user-generated infused content and a similar product that did
not get the new copy makeover.
The Scotch™ Precision Ultra Edge Non-stick Scissors immediately
began building sales volume growth.
2.4
1.6
0.8
0.0
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28
26 27
15. 29
Scotch-Brite™
improves a product
using UGC and builds
consumer trust.
Although overall sales of the Scotch-Brite dishwand were
high, review ratings mysteriously began plummeting.
After investigating review content, 3M found that the
words “leaky” and “button” were commonalities among
the negative reviews. They were able to identify that a new
button could result in leaks and worked with the supplier
to quickly resolve the issue.
3M customer care was able to reach out to all the
reviewers who had complained about the product leaking
and offered a free replacement dishwand.
another back blue bought
button buy defect design
disappointed falls first flaw
handle leaks new one place
poor problem purchased
edesign replaced rubber stay
store time wand weeks works
years
16. 3M ESPE confirms
importance of
dentist-to-dentist
word of mouth.
30 31
3M ESPE’s Director of Marketing, Keith Haig, wasn’t seeing the number of reviews
he wanted on dental products. To help this, he enlisted the help of dentist input at
the Dentaltown “Townie” meeting.
While at the conference, the company also conducted extensive interviews
with attendees that confirmed what Haig already suspected: When dentists are
making buying decisions, word of mouth in the form of reviews by other dentists is
extremely influential.
Haig’s idea to engage dentists at the event generated a 200% increase in review
volume for 3M ESPE during the conference. A post-event email appeal for ratings
and reviews to the entire Dentaltown database – not just those at the meeting –
caused another surge in reviews.
Ultimately, pre- and post-meeting communications to this key group generated
80% of all the reviews appearing on 3M ESPE’s website the week after the event.
17. I am a lunch lady at a local high school.
Dishes are our middle name! The
Doodlebug get the pans sparkling
clean ASAP!! I actually get them from
our custodian. I even started to buy
them for my kitchen at home. No
need for scour pads & SOS pads.
Doodlebug’s are all you need to get
your kitchen clean in a hurry! Thank
YOU 3M!!
– pattycakes, Long Beach, CA
“
I have been a fan of 3M Virtua Protective
Eyewear for years. They are a most
economical way to protect your sight
not only from debris but the bright sun
as well. The hard coat grey lenses are a
blessing when working outdoors or in
bright environments. And I love the fact
that when you slip them on top of your
head they won’t fall off. The wide temples
and ear pieces make
them super comfortable.
Accept no lookalikes,
buy 3M and you’ll enjoy
the best in eye safety!
– Walter77,
Orange County, NY
“
”
3M™ Virtual™ Protective Eyewear AP, 11815-00000-20 Gray Hard Coat Lens
”
32 33
3M™ Doodlebug™ Brown Scrub ‘n Strip Pad
8541, 4.625 in x 10 in
18. 78% of B2B buyers
go directly to
vendors’ websites.
- 2012 B2B Buyer Behavior Report, DemandGen
Put content where it counts.
35
3M™ Finesse-it™ II Finishing Material-Machine Polish, 39003, 16 fl oz60440095168
I have been using this product for the
last 15 years without fail. As a former
professional detailer, I still use this
product on my personal
cars today. Its versatility
is remarkable. I have
only had a few instances
where I needed to use a
more abrasive product to
complete the job. Properly
applied, there is no swirl
marks, gouges or other
issues w/ this product.
– badbasic, Albemarle, NC
“
”
35
19. 50% of B2B buyers turn to
social media/peer reviews.
- 2012 B2B Buyer Behavior Report, DemandGen
3M™ Safety-Walk™ Slip-Resistant General Purpose
Tapes and Treads 610, Black, 6 in x 24 in, Tread
This tape is a life saver
in my dry clean plant
and laundry area where
moisture and chemicals
can be a problem for
anything sticky. It really
is strong and stays put
so I can rest assured my
employees are in a safer
work environment.
– JoeM, Atlanta, GA
“
”
36
20. 39
THE EMERGENCE OF
GLOBAL CUSTOMER
INFLUENCE
TO DATE:
38
32,000,000IMPRESSIONS500,000SYNDICATED REVIEWS
Since the first review hit 3M’s Scotch®
Brand’s site in September 2009, nearly
5 years of 3M consumer reviews have
turned up outstanding results. Today,
all 5 business groups are collecting
reviews, tracking across 12 countries
in 10 languages.
21. 41
About Bazaarvoice
Bazaarvoice is a network that connects brands and retailers to the
authentic voices of people where they shop. Each month, more than
400 million people view and share authentic opinions, questions and
experiences about tens of millions of products in the Bazaarvoice
network. The company’s technology platform amplifies these voices
into the places that influence purchase decisions. Network analytics
help marketers and advertisers provide more engaging experiences
that drive brand awareness, consideration, sales and loyalty.
Headquartered in Austin, Texas, Bazaarvoice has offices across North
America, Europe and Asia-Pacific. For more information, visit www.
bazaarvoice.com, read the blog at www.bazaarvoice.com/blog,
and follow on Twitter at www.twitter.com/bazaarvoice.
About 3M
3M captures the spark of new ideas and transforms them into thousands
of ingenious products. Our culture of creative collaboration inspires a
never-ending stream of powerful technologies that make life better. 3M
is the innovation company that never stops inventing. With $30 billion in
sales, 3M employs 88,000 people worldwide and has operations in more
than 70 countries.
For more information, visit www.3M.com or follow @3MNews on Twitter.
3M is a trademark of 3M Company.
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