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1、Essential insights for brands navigating the current economic climateVOLUME 17Whats inside 2023 BAZAARVOICE,INC.2SHOPPER EXPERIENCE INDEX-VOLUME 173 Foreword4 Introduction6 Shopper behavior:The economy takes a toll10 Content:Shoppers rely heavily on their peers18 Channels:The funnel is collapsing27
2、Opinion sharing:The creator economy grows33 Key takeaways34 Conclusion 2023 BAZAARVOICE,INC.3SHOPPER EXPERIENCE INDEX-VOLUME 17Shoppers have spoken once again.This years Shopper Experience Index explores how the economy influences shopping habits,highlighting key channels and content types.The custo
3、mers voice is louder than ever,shaping brands through shared content and interactions.This index is a roadmap for brands and retailers to enhance their effectiveness.What did we uncover?There is no more debate about the importance of social media and social content.Social is the new search influenci
4、ng every step of the shopper journey.An impressive 73%of 18-to-34-year-olds made purchases on social platforms last year,signaling a shift in how future generations will shop.For those aiming to fortify brand stickiness and loyalty,its crucial.The voice of your customer be it a shopper,creator,or in
5、fluencer is molding your brand identity.78%of consumers feel more confident in a purchase when they view shopper content.Progressive brands are amplifying these voices for greater impact.It strengthens customer loyalty while also presenting opportunities to draw in new customers.These insights are a
6、 glimpse into the study,with more profound findings awaiting.Want to see how your industry peers are adapting?As part of this years study,we engaged brand and retailer representatives,seeking their insights on these topics.Im eager to share these findings with you and see how they align with your go
7、als.Zarina StanfordCHIEF MARKETING OFFICER,BAZAARVOICE 2023 BAZAARVOICE,INC.4SHOPPER EXPERIENCE INDEX-VOLUME 17IntroductionAs consumers weigh their purchases more carefully,creating a winning shopping experience is more important than ever.But what,exactly,does a winning shopping experience look lik
8、e in the year ahead?And how can brands and retailers achieve it with ever-tightening budgets?This years Shopper Experience Index(SEI)tells us that the voice of the customer is paramount throughout the purchase process.Most brands are aware of its importance,but many have yet to adjust their content
9、and channel investments accordingly.Read on for all-new insights about:How the current economic climate is impacting shopper behaviorThe content shoppers most rely on to make informed purchasesThe channels shoppers use throughout the buyers journeyHow consumers prefer to share their own opinions 202
10、3 BAZAARVOICE,INC.5SHOPPER EXPERIENCE INDEX-VOLUME 17About the reportThe Bazaarvoice Shopper Experience Index Volume 17 reveals how shopper behaviors and expectations have shifted and how the voice of the customer impacts the shopper experience today.Conducted in August 2023,the report compiles insi
11、ghts from over 7,000 consumer respondents and 465 brands and retailers across seven markets,including the United States,Canada,Australia,France,Germany,Spain,and the United Kingdom.consumer respondentsbrands and retailersglobal markets7,0004657 2023 BAZAARVOICE,INC.6SHOPPER EXPERIENCE INDEX-VOLUME 1
12、7Spending habit changes by purchase typeShopper behavior:The economy takes a tollIts unsurprising that the recent cost of living has impacted how consumers talk about,evaluate,and purchase products.Globally,73%of consumers claim to have changed their spending habits.In most cases,consumers are choos
13、ing to make fewer purchases and spend less on products,particularly those that are practical(56%),delayable(61%),and non-essential(77%)purchases.When it comes to products considered essential,54%of consumers have kept their spending habits unchanged,while 21%of shoppers have reduced spending on thes
14、e items.Essential purchases:Necessary for survival,like food,basic clothing,and essential travelPractical purchases:Reasonable buys,like new clothes,sports gear,or makeupDelayable purchases:Items that can be deferred,like a new phone or replacing an applianceNon-essential:Non-essential buys,like lux
15、ury clothing,accessories,or experiencesIncreaseNo changeReduce24%16%16%9%21%56%61%77%54%27%21%14%2023 BAZAARVOICE,INC.7SHOPPER EXPERIENCE INDEX-VOLUME 17Many consumers are making fewer purchases and spending less on practical,delayable,and non-essential items.The trend of reducing spend mostly holds
16、 across demographics,although we see some differences.Men are less likely than women to have changed their spending habits(69%vs.77%),and women have reduced their spending across all product categories more than men.In terms of age,older groups show more stability in spending habits.Specifically,66%
17、of individuals aged 65 and above have altered their spending,compared to 78%in the 35-44 age group.This could be attributed to stricter budgeting practices among the older population due to fixed incomes.How is the current economic climate affecting shopper behavior?Consumers are also reducing spend
18、 by buying store brands and private labels,looking for deals,and reducing luxury and impulse buys.Before shopping,I make a list based on what is on sale,and I stick to that list in order to stick to my budget.I am buying store-brand items instead of brand-named items and I am shopping only when nece
19、ssary.”“I do not go out and buy luxury items when I want them.I have to save up.I dont spend money on the kids as often.”“The prices on everything went up and not the wages.I look for deals and online.If I see no deals then I dont buy it.”“2023 BAZAARVOICE,INC.8SHOPPER EXPERIENCE INDEX-VOLUME 17of c
20、onsumers are open to trying a different brand for products they regularly buy70%of shoppers have purchased private labels in the past year60%of shoppers are unlikely to buy a product without UGC55%SHOPPERS ARE WILLING TO SWITCH BRANDSWhile many consumers want to cut costs,the downturn isnt entirely
21、negative.More consumers are also open to trying a different brand for products they regularly buy,representing a significant opportunity to attract and retain new customers.For low and medium-cost products,consumers typically identify themselves as“best-price checkers,”shopping around for the best d
22、eal and purchasing from wherever a product is cheapest.Meanwhile,for high-cost products,consumers are typically“needs-based shoppers”who only shop when they need something specific and then only purchase that item.2023 BAZAARVOICE,INC.9SHOPPER EXPERIENCE INDEX-VOLUME 17BUYER BEHAVIORTHE BOTTOM LINET
23、imes are hard for a lot of people,and even those who feel minimal impact from the cost of living crunch are more mindful of their spending and cutting down on impulse buys.We see dynamic shifts in spending due to the current economic climate.As a result,youll need to evaluate how changes in your cus
24、tomers needs hierarchy could affect spending on your product ranges.In challenging times,its not enough to see how customers perceive your brand against competitors.You also have to understand how customers will prioritize your products against all other competing expenditures,what variables influen
25、ce purchasing decisions,and how you can optimize those variables.of shoppers are reducing spending on non-essential items77%are spending less on delayable items61%Low costMedium costHigh costSpending patterns based on buyer behavior types25%Impulse buyerBest-price checkerResearcherNeeds-based shoppe
26、rBrand loyalistSocial shopperOther75%50%100%2023 BAZAARVOICE,INC.10SHOPPER EXPERIENCE INDEX-VOLUME 17Content:Shoppers rely heavily on their peersIn the current cost-of-living crisis,with more shoppers willing to switch brands,consumers are shopping around more and seeking out sources of information
27、that establish value including UGC like ratings,reviews,photos,Q&As,and social posts.78%of shoppers gain more confidence in a purchase when they see UGC,and 35%indicate they depend more on UGC during challenging economic times.This reliance on UGC is even more pronounced among US shoppers,with 43%us
28、ing it more during economic difficulties.This trend is particularly strong among younger age groups.182050%354446%253451%455432%556424%65+18%AgeShoppers by age group relying more on UGC during challenging times 2023 BAZAARVOICE,INC.11SHOPPER EXPERIENCE INDEX-VOLUME 17We want to show authentic,trustw
29、orthy,real-life content from our customers lives,their tables,their rooms,and their homes And a picture is worth 1,000 words.It can help describe a product far better than any words could.Sabine Kaufmann,Head of E-commerce,Operations Dining&Lifestyle,Villeroy&Boch1UGC DRIVES PURCHASE DECISIONS ON PR
30、ODUCT PAGESUGC is particularly important on product detail pages(PDPs),as consumers look to this content to inform their purchase decisions.Nearly 3 in 4(74%)shoppers say they trust UGC more than brand-provided content on PDPs,and 55%claim they are unlikely to buy a product without shopper content t
31、o inform their decisions.In particular,two-thirds of consumers claim that reviews(78%)and Q&As(77%)impact their purchase decisions,closely followed by photos of products taken by other shoppers(69%).In the first 20 seconds of landing on a PDP,high-quality reviews are the most likely type of UGC to c
32、onvince a consumer to buy a product(21%)followed by average star ratings(19%),the number of reviews a product has(13%),and the details in the review that resonate with the consumers needs(13%).2023 BAZAARVOICE,INC.12SHOPPER EXPERIENCE INDEX-VOLUME 1721%19%13%9%13%8%6%5%4%As the cost of an item incre
33、ases,shoppers tend to spend more time reviewing shopper content before making a purchase.Specifically,for high-priced items,41%of shoppers will dedicate over 30 minutes to this research.Even for low-cost items,most(51%)shoppers spend over five minutes reading shopper content before deciding to buy.W
34、hat are shoppers looking to learn from this UGC?Consumers are looking to UGC to establish if they are getting value for money(62%),the quality of materials(50%),and whether the product matches the description(44%).Most persuasive shopper content 2023 BAZAARVOICE,INC.13SHOPPER EXPERIENCE INDEX-VOLUME
35、 17Value for moneyQuality of materialsProduct matchesthe descriptionHow it looks in real lifeTrue size21%19%13%9%13%Top 5 factors shoppers look for in UGCTop 5 factors shoppers look for in UGC by age182450%60%40%35443544253445544554Quality of materalsValue for moneyProduct matches descriptionTrue si
36、zeHow it looks in real life 2023 BAZAARVOICE,INC.14SHOPPER EXPERIENCE INDEX-VOLUME 17Across our seven surveyed regions,the perceived value for money remains consistently high.However,when we examine different age groups,it becomes apparent that older demographics prioritize seeking information relat
37、ed to value for money.But branded content still plays an important role in the purchase process.For example,the vast majority of shoppers need to see both branded photos(83%)and shopper photos(76%)to make a confident purchase.We see a similar trend with videos 73%of shoppers need to see branded vide
38、os on product pages,and 69%need to see shopper videos on those pages to make a confident purchase.Q&A might be even more important than reviews because products are getting more complex.Its very helpful to have a forum where people can ask questions and were able to answer them,but also other custom
39、ers or potential customers are able to answer as well.Joerg Bruehl,Senior Vice President of Marketing,Gigaset2ReviewsConversion rateRevenue per visitor+144%+162%+145%+190%+127%+145%Questions&AnswersOn-site photo galleriesAverage order value+13%+22%+10%Online impact for shoppers who interacted with U
40、GC 2023 BAZAARVOICE,INC.15SHOPPER EXPERIENCE INDEX-VOLUME 17BRAND EFFORTSHOPPER PREFERENCE%of budgetBrandedUGC%of shoppersUGCBranded75%of brands spend the majority of their content budget on branded content 67%of shoppers rely more on UGC in the current economic climate BRAND CONTENT IS NOT ALIGNED
41、WITH CONSUMER PREFERENCESWhile consumers are changing their purchase behaviors,retailers are also facing changes due to the economy.54%claim their budget and resources have stayed the same or decreased this year and 64%anticipate they will need to stretch their budget resources further this year com
42、pared to the previous one.At a time when budgets are under significant pressure,consumers are demanding more content.Most brands and retailers recognize this increased reliance on UGC.Across the various forms of shopper content,retailers agree that reviews(91%)and Q&As(82%)directly impact shopper pu
43、rchasing decisions.However,content creation budgets are still mostly spent on branded content,with 75%of brands and retailers spending over 60%of their budget on this content category.2023 BAZAARVOICE,INC.16SHOPPER EXPERIENCE INDEX-VOLUME 17Real people packing in the adventure with us.Share yours wi
44、th#GoFurtherYellow backpack#View detailsGET DETAILSKey uses of UGC by brands and retailers80%Improve the shopper experience79%Increase discovery78%Increase conversion 76%Improve marketing messaging74%Improve product detail pages68%Improve SEO68%Reduce returns67%of brands and retailers plan to ramp u
45、p their investment in UGC next year 2023 BAZAARVOICE,INC.17SHOPPER EXPERIENCE INDEX-VOLUME 17THE BOTTOM LINEShoppers trust UGC more than brand-and retailer-created content,and most need to see various types of UGC on product pages to make confident buying decisions.This shopper content has not repla
46、ced branded content but has proven equally important in the shopper journey.However,brand and retailer content investments do not reflect this evolution in consumer preferences.A significant bias favoring branded content still exists as does a significant opportunity for businesses to make better us
47、e of the voice of the customer.Over 60%on brandedUnder 60%on branded44%31%25%Over two-thirds of brands and retailers create content based on channels most shoppers frequent,measuring the effectiveness of content and channel usage by revenue,traffic generation,and engagement rates.That leaves just un
48、der a third that create content based on channels where the most money has been invested in the past without accounting for changes in consumer behavior in the current economic climate.Yet we see change ahead,with over half of brands and retailers expecting to spend more on user-generated advocacy c
49、ontent in 2024.Spending over 80%on branded contentSpending 60-80%on branded contentSpending under 60%on branded content 2023 BAZAARVOICE,INC.18SHOPPER EXPERIENCE INDEX-VOLUME 17Channels:The funnel is collapsingIn shoppers eyes,earned and shared channels are equally as crucial as owned and paid chann
50、els,playing important roles in the buyers journey.These shoppers,especially younger generations,take a hybrid approach to discovering,evaluating,and purchasing products.For example,some may research a product in-store and buy it online.Others may use a retailers mobile app to check online prices and
51、 availability while shopping in-store.And these shoppers expect consistency throughout their journey 75%say that regardless of channel(e.g.,website,in-store,email,social media),they expect the same experience from a brand or retailer.OnlineOn socialIn-storeNone7%3%50%1526%20%23%51023%23%12%102020%14
52、%7%205012%15%3%50+8%15%1%Dont know3%5%4%Number of products purchased in the last year(all ages)2023 BAZAARVOICE,INC.19SHOPPER EXPERIENCE INDEX-VOLUME 17SHOPPER CONTENT INFLUENCES IN-STORE SALESBazaarvoice network data and omnichannel research3 show that shoppers rely on UGC while shopping online and
53、 in-store.The best way to estimate the influence of UGC on in-store sales is to use an industry-specific ROBO(research online and buy offline)multiplier.For example,our numbers show that the average ROBO multiplier for the health and beauty industry is$5.26.This means that for every$1 of sales influ
54、enced by UGC online,an additional$5.26 of sales is influenced in-store.ROBO multipliers by product categoryApparel/Accessories$1$2.31Electronics$1$2.50Health/Beauty$1$4.09Home/Garden$1$3.54Baby/Toddler$1$3.50Online salesIn-store salesAnimals/Pet care$1$2.69Food/Beverage$1$2.72 2023 BAZAARVOICE,INC.2
55、0SHOPPER EXPERIENCE INDEX-VOLUME 17Search engineRetailer/brand site searchRetailer/brand mobile appSocial mediaAdvertisementPrinted advertisementEmailMagazine/newspaper articleText messageQR code in-storeEVERY DIGITAL JOURNEY IS DIFFERENTThe digital age of social commerce,mobile commerce,and e-comme
56、rce has profoundly changed the shopper journey increasing speed and shortening the time to checkout.And the increasing number of shopping channels and touchpoints means no shopper journey is the same.Search engines(49%)are the primary way consumers get to individual product pages but site searches(3
57、8%),mobile apps(30%),and social media(28%)are playing increasingly important roles.49%15%21%18%28%17%26%20%30%38%Ways consumers often get to product detail pages 2023 BAZAARVOICE,INC.21SHOPPER EXPERIENCE INDEX-VOLUME 17SOCIAL IS THE NEW SEARCHOver half(58%)of shoppers say they often discover a produ
58、ct or service through social media,and 49%agree theyre more likely to find products and services on social than any other channel.50%often research a product through social channels,and 42%say social media impacts their purchasing decisions.Social also contributes to loyalty,with 46%of shoppers ofte
59、n following their favorite brands.When it comes to actual transactions,over a quarter(26%)of consumers have bought between 1 and 5 products online in the past year(compared to 20%in-store).Interestingly,23%claim to have purchased the same amount on social media platforms highlighting socials key rol
60、e in buying behavior.While hybrid shoppers show diverse preferences and behaviors,one thing is clear:Social media impacts the full journey.73%of 18-24-year-olds are more likely to discover a product through social media than any other way58%of shoppers say they often discover a product or service th
61、rough social media 2023 BAZAARVOICE,INC.22SHOPPER EXPERIENCE INDEX-VOLUME 1773%73%64%48%35%25%18-2425-3435-4445-5455-6465+Have purchased products from social media channels in the past yearWHEN IT COMES TO SOCIAL COMMERCE,AGE ISNT JUST A NUMBERThis is where we saw the biggest difference in social sh
62、opping preferences.The influence of social media is far more popular for younger age groups.For example,while 50%of all shoppers have bought products via social media in the past year,this percentage increases to 73%among 18-34-year-olds and 64%among 35-44-year-olds.And this social native trend cont
63、inues across the buyer journey from awareness to purchase to loyalty behaviors.50%of all shoppers have purchased products from social media in the past year 2023 BAZAARVOICE,INC.23SHOPPER EXPERIENCE INDEX-VOLUME 17SOCIAL SHOPPING IS A FULL-FUNNEL EXPERIENCE60%80%40%of shoppersShopper age20%182435445
64、5642534455465+Often discover products through social mediaOften research a product through social mediaClaim social media impacts their purchasing decisionsFollow favorite brands on social mediaPrefer to shop via social mediaMore likely to discover a product on social than any other way 2023 BAZAARV
65、OICE,INC.24SHOPPER EXPERIENCE INDEX-VOLUME 17OverallSpainUSACanadaAustraliaGermanyUKFrance%of shoppersLOCATION,LOCATION,LOCATION When it comes to shopper behaviors,social shopping preferences show similarities across all seven regions.However,Spanish,US,and Canadian shoppers are generally the more s
66、ocially inclined.Women are more likely to turn to social media in their shopper journeyMale52%62%47%45%44%52%48%FemaleOften discover products through social mediaOften research a product through social mediaFollow favorite brands on social mediaMore likely to discover a new product on social media t
67、han any other wayClaim social media impacts their purchasing decisionsPrefer to shop via social mediaAwarenessConsiderationLoyaltyConversionNon-GMO potato chipsFrom our customersPotato chipsAdd to bag4.3(1345)1 2023 BAZAARVOICE,INC.25SHOPPER EXPERIENCE INDEX-VOLUME 17CREATE CONTENT THAT BREAKS DOWN
68、CHANNEL SILOSThe buyers journey no longer follows a linear path.Shoppers can complete any portion of the journey directly on social media,resulting in the collapse of the traditional buying funnel.This presents an opportunity for brands and retailers to consolidate costs while simultaneously creatin
69、g higher-converting shopping experiences.How?By creating content that breaks down channel silos.Content-focused teams often operate at the top(such as brand or social teams)or bottom(like digital growth teams)of the sales funnel.You can drive efficiency by producing and curating effective content at
70、 every funnel stage,from discovery and consideration to decision-making and loyalty.And no content does this better than UGC just look to Iconic London for inspiration.2023 BAZAARVOICE,INC.26SHOPPER EXPERIENCE INDEX-VOLUME 17Iconic LondonThis digital-first beauty brand had a wealth of UGC.They used
71、Bazaarvoices social tools,including Like2Buy and Galleries,to display this content across the brands Instagram account and website.This created an uninterrupted shopping experience,encouraging customers to spend more time on the site and engage with shopper content.In 12 months,they achieved:4SUCCES
72、S STORYWe know our customers like shopping in a social environment.Having Like2Buy allows us to maintain that social shopping experience a bit longer.It allows it to overflow into the website,onto the product page,and the homepage.Lizzie Newell,Head of Marketing,Social,and Campaigns126%lift in conve
73、rsion rate361%lift in time on site11%lift in average order value 2023 BAZAARVOICE,INC.27SHOPPER EXPERIENCE INDEX-VOLUME 17THE BOTTOM LINEWhile no buyers journey is the same,shoppers especially younger generations are leaning heavily on social media content and other shopper content for discovery,con
74、sideration,and purchase.But most brands havent yet caught up with this consumer demand for content from their peers.This presents a significant opportunity for brands and retailers to capture market share.Success requires striking the right balance of branded and user-generated content and investing
75、 in an efficient content supply chain to deliver the right content in the right channels.Opinion sharing:The creator economy growsThe creator economy is coming of age,with over half(53%)of shoppers identifying themselves as user-generated content creators.Among these creators,17%actively produce con
76、tent,while 36%contribute when prompted.The remaining shoppers see themselves as passive,happier to consume opinions than share their own.The spectrum of self-identified content creators:From passive to proactiveLess willing to create UGCMore willing to create UGC47%Passive36%Reactive17%ProactiveI te
77、nd to consume reviews and opinions rather than submitting my own.I am happy to share my opinion when asked to rate a product.I actively seek out opportunities to share my opinion and often review products.2023 BAZAARVOICE,INC.28SHOPPER EXPERIENCE INDEX-VOLUME 17So,the question becomes:How can brands
78、 and retailers engage best with these groups?STEP ONE:Engage with consumers in the right ways.43%say they prefer brands or retailers to use emails to ask for their opinion on a product they have purchased.Another 35%say they would prefer a sample to review.We asked shoppers about their favorite ways
79、 to give product feedback to brands and retailers.The survey showed different preferences for different types of creators:PROACTIVE CREATORS prefer receiving product samples as their top choice for providing feedback.REACTIVE CREATORS favor receiving an email to share their opinions.PASSIVE CREATORS
80、 also favor receiving an email for sharing their views,but they are also inclined towards in-person prompts,suggesting they are more likely to engage as a captive audience.Our findings underscore the importance of adopting a true omnichannel approach when seeking customer feedback.In doing so,the ca
81、reful consideration of channel mix emerges as a pivotal aspect of the strategy.Proactive creators are more than three times as likely to leave a review than passive ones following a purchase.And theyre almost four times as likely to leave a social post following a purchase.What are the best ways for
82、 brands or retailers to contact you for feedback on a purchased product?Review request email(43%)In-person prompt(20%)Text message prompt(21%)Retailer app prompt(20%)Social media prompt(17%)2023 BAZAARVOICE,INC.29SHOPPER EXPERIENCE INDEX-VOLUME 17Tend to consume opinions rather than sharing their ow
83、n%who leave reviews for a quarter or more of purchasesCommon habits when creating UGCCreator type%who leave social posts for a quarter or more of purchases%open to a brand asking permission to share social contentHappy to share their opinion when asked to rate a productActively seek out opportunitie
84、s to share their opinionPassiveReactiveProactiveEVERYDAY SHOPPER/CREATOR AFFINITY18%49%63%12%63%22%76%47%80%2023 BAZAARVOICE,INC.30SHOPPER EXPERIENCE INDEX-VOLUME 17STEP TWO:Reciprocate the engagement.While some consumers are happy to produce content and review products,most expect the brand or reta
85、iler to engage.54%of consumers say that if they write a negative review,they expect a response from the company.When customers post in a products Q&A section,58%expect a company response on the same day,while 20%expect a reply within 1 to 2 hours.Thankfully,many businesses are already getting this p
86、art right.84%of retailers claim to respond to positive and negative customer feedback,and of those,73%respond within the same day.61%say they respond to all customer questions shared on product pages,but 36%only respond to questions that have not already been answered by other shoppers satisfactoril
87、y.Of those retailers who do respond to questions,73%claim to respond within the same day.Response time:Shopper expectations pany realityShopper expectationActual company response timesWithin minutes1 2 hoursNext daySame weekSame day60%40%20%2023 BAZAARVOICE,INC.31SHOPPER EXPERIENCE INDEX-VOLUME 17We
88、brootSUCCESS STORYIts our responsibility from the top of the company down to be responsive to shoppers questions and reviews.Someone who is vetting us against another brand sees that we interact with our customers,and thats a big competitive advantage.Anna Kim,Senior Advocate Programs Manager at Web
89、rootWebroot,an internet security software provider for consumers and businesses,stands out from competitors on retail sites by quickly and reliably answering customer questions and responding to reviews.Across more than 38,000 reviews on retail sites,Webroot has used Bazaarvoice Connections to respo
90、nd to 70%of low-rated reviews.5 2023 BAZAARVOICE,INC.32SHOPPER EXPERIENCE INDEX-VOLUME 17THE BOTTOM LINEBrands and retailers can count on about 53%of shoppers to participate in content creation like writing reviews and sharing product photos and 70%are happy to share their social content when asked.
91、This is a content goldmine.And when shoppers speak,they expect a response.Answering customer questions and responding to reviews is a great opportunity to create a world-class customer experience,delight happy customers,and win back the hearts and minds of disgruntled ones.Shopper openness to AI ass
92、istants:With relatively high consumer expectations and a desire for fast responses,76%of shoppers are open to AI assistants responding to their questions.45%would trust an answer that they would receive immediately that was generated by AI and 36%said maybe,depending on the answer.6This shoe is idea
93、l for weight lifing andhigh-intensity workouts but the grip pattern makes it great for trails too.AIve been getting into trail running.Are these shoes good for that?QAI Chat BoxBrand and retailer adoption of AI tools:Brands and retailers aim to use the rising popularity of AI to improve shopping exp
94、eriences.However,only 21%currently use AI tools.Concerns persist about inaccurate recommendations(51%),misinformation(45%),and data privacy breaches(40%).Yet,with AIs rapid advancement,51%plan to adopt AI tools in the future.2023 BAZAARVOICE,INC.33SHOPPER EXPERIENCE INDEX-VOLUME 17Key takeawaysWith
95、all this data,what should you prioritize?Keep these key points front and center as you shape your marketing and content strategies.GET SOCIAL:To effectively meet shopper expectations,its crucial to engage with customers on their preferred platforms.Meet them at their watering holes.Nowadays,thats pr
96、edominantly on social media.OPTIMIZE YOUR CONTENT SUPPLY CHAIN:Unlock the immense potential of social content by optimizing your content supply chain.Delve into the untapped potential of social content.IMPROVE PRODUCT STICKINESS:Right now,its critical for you to improve your product stickiness.How d
97、o you do that?You have to sharpen the content relevance,particularly for value seekers.ACTIVATE ADVOCACY:Take charge of advocacy by mobilizing creators to fuel discovery,conversion,and community growth.When creators are engaged,they drive discovery and build lasting communities.YOURE COMPETING WITH
98、ALL PURCHASES NOW:Focus your efforts on product ranges most likely to feel essential to your customers lives.These granola bars are delicious and are the perfect snack for a hike.They provide me with just the healthy energy boost I need to take it to the next mile!Rating SnapshotAverage Rating4.5537
99、443121124.5 2023 BAZAARVOICE,INC.34SHOPPER EXPERIENCE INDEX-VOLUME 17ConclusionEven as the economy improves,just about everyone is weighing purchases more carefully,and shoppers are looking to their peers to help them make educated buying decisions.They expect brands and retailers to consistently in
100、corporate the voice of the customer across content and channels.And shoppers are willing to switch brands to those that deliver,which presents an opportunity for your brand to thrive despite difficult times.Thankfully,about half of consumers are willing to provide the shopper content you need,as lon
101、g as you make the ask.And with the collapse of the traditional sales funnel,its easy and efficient to use this content across channels and throughout the buyers journey.Its a simple equation:UGC=cost-efficient,high-converting experiences that help your brand stand out in a sea of similar options.Lea
102、n into the voice of your customers today to set yourself up for growth in 2024 and beyond.2023 BAZAARVOICE,INC.35SHOPPER EXPERIENCE INDEX-VOLUME 171.Bazaarvoice.“Villeroy&Boch increases average order value with Bazaarvoice Social Commerce.” sees a 70%conversion rate lift with Bazaarvoice.” State of
103、Omnichannel Retail.” London sees a 126%lift in conversion rates with UGC.” engages with shoppers on retail sites and strengthens brand reputation using Bazaarvoice Connections.” Generative AI Study reveals consumers are open to AI in user-generated content.” 2023 BAZAARVOICE,INCSupercharge your comm
104、erce engineThousands of the worlds leading brands and retailers trust Bazaarvoice technology,services,and expertise to drive revenue,extend reach,gain actionable insights,and create loyal advocates.Bazaarvoices extensive global retail,social,and search syndication network,product-passionate community,and enterprise-level technology provide the tools brands and retailers need to create smarter shopper experiences across the entire customer