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Orvis creates cross-functional ‘Voice of the Customer’ team

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Outdoor equipment and clothing retailer Orvis has reported double digit sales growth for many of its product lines since creating a cross-functional ‘Voice of the Customer’ team and implementing Bazaarvoice‘s social commerce platform, including Ratings & Reviews, Ask & Answer, and Stories.

The Bazaarvoice solution replaces an in-house customer ratings and reviews system and is used by the retailer’s new Voice of the Customer team, which includes members from customer service, merchandising, and marketing, to continually analyse both positive and negative customer feedback.

“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,” explains John Rogers, vice president of marketing at The Orvis Company.

“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,” says Brett Hurt, CEO of Bazaarvoice.

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