Client’s story:
A large international cosmetics producer (with over £2bn net sales), wanted to encourage their UK customers to give feedback about their recently launched product line.
Analysis:
We researched the top-10 most popular cosmetic review sites in the UK and it showed little to no comment activity about the client’s new product line.
Solution:
A combination of two customer centred approaches were implemented: an email and customer direct messaging out-reach scheme, plus, review management on the following feedback platforms: Trustpilot, ConsumerAffairs, MakeupAlley, Beautypedia, Reviews.io, and Review Centre.
Result:
Consequently, the brands ranking improved by 47% on the review sites and their ratings rose from 3 to 4.4 stars. Consumer engagement also increased by 35%, reflected by a boost in product sales.
