10 Jan 2024
Trustpilot x Henry Case Study: How the Household Brand Boosted its Growth Through Reviews
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Digital first customers have zero qualms in calling out bad experiences, as they are in applauding the good, and the great. At a time of heightened competition, and a shift in customer habits, retailers need an edge when trying to engage with customers and build trust.
Henry is a fixture in millions of homes in the UK, and part of their success can be attributed to the hyper-focused view on their customers’ experience and loyalty. In this session, Catherine Rees from Henry shared how they identify trends and changes in customers expectations, building a trusted level of engagement, and how reviews inform their product strategy and enable Henry to adapt and scale with a growing loyal customer base.
Key Insights:
- Trust-Building Power: Trustpilot speakers highlighted that reviews influence 79% of consumers, impacting purchase decisions positively.
- Validating New Products: Catherine Rees shared how Henry used reviews to validate messaging for new products like the Henry Quick stick vacuum.
- Strategic Kickstart: Trustpilot kickstarted Henry's reviews by inviting past customers and automating post-purchase review requests for new customers.
- Omnipresent Reviews: Henry strategically embeds Trustpilot reviews across their platforms, from ads and social media to product packaging and delivery vans.
- Managing Negatives: Negative reviews are acknowledged promptly by Henry, showcasing responsiveness within 24 hours to build trust.
- Integral to Business: Beyond marketing, reviews shape Henry's product development, customer service, and operations, becoming integral to their business and culture.
🎧 Listen to the Full Session
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