Download 2Xs HIGHER 39% HIGHER 32% HIGHER

Experian Marketing Services and Bazaarvoice
Elevating the voice of the customer with Ratings & Reviews and Social Alerts
Experian Marketing Services and Bazaarvoice have worked together for years, helping
brands build lasting, profitable relationships with their customers. The dynamic duo
seamlessly integrated Customer Ratings & Reviews and Social Alert email programs,
while time and again delivering astounding results for some of the world's most savvy
marketers and brands.
Ratings & Reviews emails outperform standard promotional emails
Experian Marketing Services has found that Ratings &Reviews emails produce
double the total open rates and 39% higher click rates than standard benchmarked
promotional mailings.
Multi-channel merchant Chico’s builds loyalty with post purchase email program
White House | Black Market, one of three brands owned by Chico’s FAS, launched a
Ratings & Review Post Purchase Email Program to build loyalty with both their in-store
and online client base. The wildly successful program includes a “Simple Submission
Link” for the items the customer recently purchased. This allows a seamless user
experience from email to related product.
Ratings & Reviews emails deliver:
OPEN RATES
2Xs HIGHER
39% HIGHER
CLICK THROUGH RATES
REVENUE PER EMAIL
32% HIGHER
as compared to regular promotional emails
“We wanted a way to make both
our in-store and online clients feel
special, so we asked them to rate the
products they’d recently purchased,”
explains Jenn McClain, Vice President
of E-Commerce Marketing for Chico’s
FAS. “Our demographic for this brand
really appreciates being recognized as
style leaders, and giving them a special
badge for reviewing products online is
part of our effort to recognize them.”
Chico's results:
• Open rates nearly double that of the average ratings & reviews email open rate.
• Open rates also significantly higher than more traditional promotional mailings.
• Average click rates 10 times higher than the average click rate for similar campaigns.
American Eagle Outfitters continues the conversation with Social Alert
email program
So you’ve got a captive audience from your Ratings & Reviews email program,
why not keep the conversation going with “Social Alerts” or Review Approve
and Review Reject emails?
Review Approval and Review Rejection emails have been found to have a 3.5 times
higher transaction rate than the average Post Purchase Ratings & Reviews
transaction rates.
American Eagle Outfitters incorporated a Review Approval and Review Rejection
email program into their client engagement strategy and saw some rather
interesting results — American Eagle customers who were willing to submit a review
were so engaged, that even a ‘negative’ conversation evoked a ‘positive’ response.
“Our customers are our focus at
American Eagle. We want to know
what they think and we love sharing
that through emails. We have seen
tremendous engagement when we
share reviews and have found great
power in our customer's voice.”
– Erica Dudash
Director of Marketing
American Eagle Outfitters
Bazaarvoice reviews show American Eagle Outfitters the love in
Valentine's campaign
The company also conducted a three-way test on Valentine's Day to see how
incorporating different types of reviews in promotional emails would affect metrics.
The first email had no review, the second included Bazaarvoice customer reviews, and
the third showed employee reviews, otherwise known as "experts." The promotional
email featuring Bazaarvoice customer reviews performed better than both emails, with
a 16% lift for $/delivered and a 3% higher open rate over the expert review emails.
American Eagle
Outfitter's results:
•
More than two-thirds of the Review Approval emails were opened and close to 100% of the Review Rejection were opened.
• Review Rejection emails also had a 50% higher click rate than Review Approval emails.
•
In a three-way test, emails that incorporated Bazaarvoice reviews had a 16% lift in $/delivered, and a 3% higher open rate over "expert" review emails.
American Eagle Outfitters takes
their reviews one step further,
incorporating customer reviews
into promotional emails.
For more information, contact your account team or an Experian
Marketing Services representative at 1 866 626 6479.
Experian CheetahMail
29 Broadway, 6th Floor
New York, NY 10006
(1) 212 809 0825 T
(1) 212 809 6378 F
www.cheetahmail.com
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