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 | On 10th Dec 2016

India’s 2016-17 cotton import to touch 17 lakh bales

The import of cotton from international markets by spinning mills in...

Textiles | On 10th Dec 2016

US textile & apparel imports fall 6.50% in Jan-Oct ’16

The import of textiles and apparel by United States dropped 6.50 per...

Textiles | On 10th Dec 2016

Indian textile hubs adopt cashless payment modes

The textile ministry is promoting cashless payment within the...

Interviews View All

Sunil Kumar Sharma
Loknayak JPNSSSG Ltd

'The blend of cotton–linen yarn has high demand in the domestic and...

Binoy Ravjani
Hero's Fashion

‘One of the recent trends in hand block printing is the indigo process,...

Awen Delaval
Samatoa

'Natural fibres are appreciated for traditional authenticity'

Paolo Ocleppo
Sandvik Hyperion

Paolo Ocleppo, Rotary Cutting Segment manager, Sandvik Hyperion discusses...

Marcel Alberts
Eurofibers

Coating at a fibre level is a practice not usually seen in the...

Eric Scholler
Groz-Beckert

The Indian market has huge potential in technical textiles, and by far,...

Prathyusha Garimella
Prathyusha Garimella

Hyderabad-based designer Prathyusha Garimella is known for blending...

Igor Chapurin
Chapurin

"Now we can see the Russian trend in international fashion. And Russian...

Silvia Venturini Fendi
Fendi s.r.l

"Yes, my confidence and positive attitude are my strengths and should be...

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
December 2016

December 2016

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

SUBSCRIBE


Browse Our Archives

GO


Advanced Search