Home / Knowledge / News / Information Technology / Orvis creates Voice of Customer team with Bazaarvoice
Orvis creates Voice of Customer team with Bazaarvoice
08
Feb '10
Bazaarvoice, the market and technology leader in hosted social commerce applications that drive sales, today announced that The Orvis Company has launched Bazaarvoice's social commerce platform, including Ratings & Reviews, Ask & Answer, and Stories on www.orvis.com.

The highly-regarded outdoor equipment and clothing retailer, founded in 1856 as the first mail-order company in the U.S., is using the proven and innovative Bazaarvoice suite to engage its passionate community of outdoor enthusiasts and integrate a full range of customer conversations into the Orvis shopping experience. Orvis is also using these conversations to transform merchandising, marketing, product development, customer service, and business initiatives across the company via a cross-functional Voice of Customer team that is highly visible to executive management.

“Orvis has raised the bar in its innovative use of social commerce to build a lasting dialog with its loyal customers – and to apply the learnings that come from authentic customer feedback to transform its business from top-to-bottom.”

“At Orvis, we have a complete focus on doing what it takes to get everything right for the customer, and with Bazaarvoice's social commerce platform, we are able to connect with our loyal customers in a deep and meaningful way. By tuning into their authentic feedback on our products, we can improve our business on nearly every level,” said John Rogers, Vice President of Marketing at The Orvis Company. “We value our customers' honest feedback – both positive and negative – and Bazaarvoice's complete suite of social commerce applications enables us to turn that feedback into product enhancements and improved business process.”

Orvis decided to launch Bazaarvoice's entire suite of products to create an authentic, ongoing dialog with its customers before, during, and after the purchase process. Orvis replaced an in-house customer ratings and reviews system with Bazaarvoice, making the choice to deploy Bazaarvoice's robust, scaleable social commerce platform to not only put the customer voice front-and-center, but to gain actionable business insights into its customer service, marketing, merchandising, and product development programs.

Already, Orvis is seeing impressive results from implementing Bazaarvoice across its website. Since launching its customer-centric Ratings & Reviews, Ask & Answer, and Stories, Orvis has recorded double-digit increases in sales in many product categories. What's more, the company's dedicated Voice of the Customer team – which includes members from customer service, merchandising, and marketing – has continually analyzed both positive and negative customer feedback via all three components of the Bazaarvoice platform to dramatically improve the customer experience. For example, if a product receives a consistently low rating or poor reviews, the Voice of the Customer team analyzes the problem and decides right away whether to pull the product. They also reach out to reviewers who were dissatisfied, offering replacement products or other incentives; rework marketing and advertising copy to reflect consumer sentiment and language about products; alter merchandising and product design programs; and include positive customer ratings and review content in cross-channel marketing programs, such as in-store banners, email campaigns, and catalog.


Must ReadView All

Textiles minister Smriti Irani lighting the lamp to inaugurate the 6th edition of the International Apparel and Textile Fair ‘VASTRA 2017’, in Jaipur. Courtesy: PIB

Textiles | On 22nd Sep 2017

Placement rate in textiles sector is 70%: Indian minister

The recent high growth of foreign direct investment (FDI) in the...

Apparel/Garments | On 22nd Sep 2017

New US FTC rule for RN used on textile product labels

The US Federal Trade Commission recently streamlined requirements...

Textiles | On 22nd Sep 2017

Messe Frankfurt acquires Source Africa, ATF textile shows

Messe Frankfurt, one of the world´s leading trade show organisers,...

Interviews View All

Pinkesh Jain
Everflow Petrofils Ltd

‘An innovative technology which India needs desperately is the...

Sunil Rathore
Lacoste India

‘New vendor is welcome if he offers cost, quality and timely delivery’

Headhonchos
Indian textile value chain

Adopt innovative techniques, go for automisation rather than being...

Iago Castro Asensio
RCfil Distribuciones S.L.

Iago Castro Asensio, International Business Manager of RCfil...

Urs Stalder
Sanitized AG

Urs Stalder, CEO, Sanitized AG, talks about the increasing use of hygiene...

Marten Alkhagen
Swerea IVF AB

Marten Alkhagen, Senior Scientist - Nonwoven and Technical Textiles of...

Vaanee Bhatia
Gritstones Clothing

<div>Delhi-based Gritstones Clothing offers quality and exemplary style...

Mike Hoffman
Gildan Activewear SRL

Gildan Activewear, a manufacturer and marketer of branded clothing and...

Karan Arora
Karan Arora

Bridal couture created with rich Indian heritage, exquisite craftsmanship...

Press Release

Press Release

Letter to Editor

Letter to Editor

RSS Feed

RSS Feed

Submit your press release on


editorial@fibre2fashion.com

Letter To Editor






(Max. 8000 char.)

Search Companies





SEARCH

September 2017

Subscribe today and get the latest update on Textiles, Fashion, Apparel and so on.

news category


Related Categories:

Planning to Take the Leap towards
Sustainability?

Do you see sustainability as a route to business growth?

Yes No

Do you think the sustainability space has the needed tools and resources available for a business to lead change?

Yes No

Active Poll

Do you see sustainability as a route to business growth?

Yes
74.5%
No
12.8%
Skip
12.8%

Total Votes: 47

Do you think adopting a sustainable approach will be a profitable move for your business?

Yes No

Active Poll

Do you think the sustainability space has the needed tools and resources available for a business to lead change?

Yes
61.7%
No
25.5%
Skip
12.8%

Total Votes: 47

Do you want the world to know about your sustainability journey and your business’ environmental footprint?

Yes No

Active Poll

Do you think adopting a sustainable approach will be a profitable move for your business?

Yes
87.2%
No
6.4%
Skip
6.4%

Total Votes: 47

Thanks for your valuable feedback. Claim your free latest sustainability e-book.

Active Poll

Do you want the world to know about your sustainability journey and your business’ environmental footprint?

Yes
70.2%
No
10.6%
Skip
19.1%

Total Votes: 47


E-News Insight
Subscribe Today and Get the
Latest News Update in Your Mail Box.
Advanced Search