What do you do when you can't decide where to go on your next trip? You ask a good colleague if they can recommend a destination. And if you don't know whether your next camera should be a Canon or a Nikon? Then ask someone in the know if they can recommend one of the two. It's simple. A study by Nielsen in 47 countries shows that 78 percent of consumers trust the recommendations of other consumers. And if you don't know anyone who can give you a good tip? Then ask a buzzer.
Buzzers are people like you and me who test products and share their opinions about them. Opinion does not mean adulation as in undercover marketing in blogs, but honestly: What is good? What is bad? What could be done better? The buzzers don't get paid for their ratings. This guarantees unbiased statements. However, the testers have the privilege of scrutinizing products and services that are not yet on the market. This allows them to help improve the product if necessary. In addition, their opinion is in demand, and that is always a good feeling. Because opinion is power.
The power of opinionMaggi, for example, wanted to launch a new ready-made product for preparing chicken thighs in Switzerland at the beginning of the year: The thighs are placed in a roasting bag together with a ready-made mixture and then baked in the oven. The dish is ready after an hour. Maggi had the product tested by buzzers. They told the company that the chicken tastes good and the oven stays clean - which is good. They also found that the bag turns black during baking - which is not good. The discoloration unsettled the test consumers, perhaps the black bag is poisonous. Maggi was able to respond to this point of criticism before the market launch. Otherwise the product might not have been sold without the company even knowing why.
But Maggi received even more input: one buzzer pointed out that she found the dish perfect when she was expecting her husband and sons for dinner, but wanted to go to the gym quickly: chicken in the oven, wife in the gym, finished meal in the oven, boys happy, wife too. What a sales argument for Maggi! An entire marketing campaign could be built on this. In addition, the enthusiastic buzzer will pass on her tip (and a product sample, which is part of the buzzer equipment) to her fitness colleagues. This is how word-of-mouth (WoM) marketing works, as the experts say.
Buzz for puddingThe use of product testers is nothing new. Back in the 1960s, the German pudding magnate Dr. Oetker sent out packets of pudding powder and baking mixes to find out from experienced housewives what they thought of the products. The evaluation was carried out via a questionnaire sent by post, and the results were used exclusively by the company's development department to continuously improve pudding, ready-made cakes and the like and adapt them to the wishes of the customers.
The key difference between buzzing and the Dr. Oetker pudding test is that the reviews not only help the company to improve its products, but also serve as a guide for other consumers before they make a purchase decision. In addition, there is a lot of online buzz these days. However, the Internet should not be overestimated, as the majority of recommendations are made offline - in the living room for your father or at a party for your best colleague. Only around ten percent of the conversations we have are online. However, this percentage is slightly higher for younger target groups.
Pioneer MaggiAt the beginning of the year, Maggi was the first company to use buzzers in Switzerland. Bosch is now following suit and having its new cordless drill tested by professional craftsmen. Testing products before they are launched not only works for mass products, but also in the professional segment. A B2B campaign in which companies evaluate other companies and their products and services is just as conceivable as buzzing about financial services, swimming pools or doctors. There are no limits to word-of-mouth marketing. In Germany, even the dating portal Elitepartner.de and the online backup service Jamby are buzzing.
If you want to buzz, you have to register with your personal data. For example, only buzzers who identify themselves as professional tradespeople can take part in the current Bosch campaign. Like Maggi's "Chicken Search", the Bosch campaign is managed by Buzzer, Europe's first word-of-mouth marketing agency with headquarters in Amsterdam. The agency carefully selects the buzzers who are invited to test the products. Anyone who is registered as a tester of a product undertakes to make their opinion known. "If the Buzzers are new and have no experience, we coach them a little so that they know what it's all about," explains Willem Sodderland, founder and CEO of Buzzer. "But most buzzers quickly realize that we are interested in honest statements and that we need their feedback."
Testing with funThe product testers naturally receive the product they are supposed to test. But the agency does even more to ensure that testing is really fun and delivers useful results: Sodderland and his team christened the Maggi campaign "chicken testing", for example. They then put together a package - the so-called buzz kit (photo above right) - that not only contained the ready meal, but also a "chicken testing manual" that instructs the tester and in which he can record his results, cotton swabs to check whether the oven stays clean during preparation, as well as several sets that the tester can pass on to his friends: "Try it." Buzzer has also put together a buzz kit for Bosch's cordless screwdriver.
In Switzerland, more than 1000 consumers have already registered as buzzers. Critics accuse them of being advertising pillars on two legs. However, numerous posts on Facebook and in blogs prove that the testers see themselves quite differently: "Total nonsense," writes Buzzer Jennifer on Facebook, for example. "Anyone who doesn't want advice isn't being harassed." And Manuela says: "Why shouldn't I recommend things that I think are good?" Sodderland's agency relies on precisely this attitude. With success. Buzzer looks after clients such as Procter&Gamble, L'Oréal, Heineken, Philips, Tschibo, Jumbo, Unilever, American Express, Nestlé and Universal Music and is currently working on building up a client base in Switzerland. The agency has already implemented over 100 campaigns in the Netherlands and Germany. Designing and managing a buzzing campaign costs significantly less than a poster campaign. In addition, their success is easier to measure. Compelling arguments.
The rebirth of the regular customerBuzzing is a matter of trust. Companies trust buzzers with their products, buzzers trust companies and the agency providing them and give their honest opinion on products and services. Each side takes the other seriously - no longer a matter of course between producer and consumer. The fact that sellers and buyers have the opportunity to enter into a relationship with each other even before the retail sector could revolutionize marketing and advertising. Consumers today are flooded with advertising promises and tempting offers, which creates a certain resistance to advertising messages. At the same time, loyalty to companies and brands is dwindling. What counts first and foremost is the price. Tomorrow, however, buzzing could turn consumers back into fans of companies and brands who reach for a product because it comes from a certain company. And because they have already tested it. Or because their best colleague recommended it.
Anne-Friederike Wilhelm
In a nutshell
Buzzer is the first word-of-mouth marketing
agency in Europe. Buzzer was founded in 2004, is headquartered in Amsterdam and is active in the Netherlands, Germany and Switzerland. In 2009, the agency was one of the winners in the Connected
Customer is one of the finalists of the Marketing Excellence Awards of the Dutch Marketing Association NIMA. In Switzerland, Buzzer is represented by the Kreuzlingen-based agency Valueadnetwork.