Hi Tamar, tell us about yourself and share some background about Revuze (how you ended up joining Revuze)
I’m Tamar Sasson, Director of Accounts & Client Success at Revuze. Before joining Revuze, I worked at Signals Analytics (recently acquired by Kenshoo). I have been at Revuze for over two years now. My overall interest in e-commerce, consumer data, and the opportunity to work with the world’s leading brands brought me here.
How have consumer sentiments changed in the market research space during 2020, and what is 2021 going to look like?
COVID-19 accelerated our adoption of digital technologies, and this has directly impacted consumers’ interaction with brands. More consumers today are inclined to write product reviews, especially around the post-purchase experience (delivery, condition package arrived in, customer service). The rise of online consumer reviews will affect product sales well into 2021. We can expect this to drive more brands to adapt to shifts in consumer expectations, loyalty, and overall customer experience.
How is Revuze changing the eCommerce landscape?
Brands today, more than ever, need to adapt quickly and respond to consumer desires. One way Revuze helps companies do this is by identifying trending keywords so our clients can reach out to their buyers and supply chains to make sure the product doesn’t go out of stock- this often happens if a product is trending on Tik-Tok, Instagram, or other social media platforms. Another way is by SEO keyword utilization; Revuze helps it’s client identify how to optimize product listing pages, helping our clients navigate the eCommerce landscape. Revuze brings structure and meaning to consumer product reviews and feedback that enables brands to build better product and customer experiences.
How does Revuze help to transform customer experiences?
Trends and consumer opinions are continually changing, and companies need to act quickly to shifting consumer priorities and needs. Revuze can easily pinpoint what products and discussions are trending and on what platforms. This helps our customers target opportunities to connect with their audiences (via promotion, marketing content, packaging claims) and identify how competitors are engaging with their audiences. Consumer reviews give us so much insight into shopper behavior, market gaps, and overall consumer sentiment. Making the most of this data is hard, especially when you don’t know where to start. This is where Revuze comes in. Companies that recognize the opportunity of user-generated data and build around it will do much better than those who fail to do so.
Tell us about the role of CS during the pandemic – what role does digital transformation play in this crisis?
Many businesses are facing an unprecedented crisis as a result of the pandemic. Since the onset of COVID the CS role has been more important now than ever before. Our customers trust us to offer guidance on how to turn a range of different strategies into business opportunities. For example, many of our client’s leverage product reviews to better engage with their audience digitally and offer more personalized customer experiences.
Just as digital transformation changed the way companies interact with their consumers, we, CS teams, interact differently with our customers. For example, Zoom meetings, in a way, have helped break down barriers because the camera invites you into each other’s homes, and this has created a new and authentic way of connecting. As difficult as social distancing is, it’s important to recognize the opportunities offered in our digital world and build personal relationships around it – it’s better for the soul and for business.
What was the biggest lesson you learned in 2020?
We are social beings that thrive on human interaction. It’s important not to lose sight of this during this difficult time. I genuinely believe we will prioritize our personal and professional relationships even more than in the post-COVID world, which will have a profound impact on customer experiences businesses as a whole.