Giglio logo

Giuseppe Giglio

Giglio Video Case Study

Giglio's Key Benefits from using Trustpilot reviews

Overview of the improvements gained by Giglio thanks to Trustpilot

Giglio realized that a stellar online presence can be a key to success in the eCommerce space, where it’s not as easy to build up a personal relationship with customers. 

With the goals of opening a dialogue with their customer base and better communicating with a worldwide audience, Giglio decided to partner with Trustpilot in 2017. 
 
Ever since, they’ve used the Trustpilot platform to monitor their customer satisfaction, maximize their eCommerce conversions, and grow their bottom line.



Head of Marketing Operations

### How Giglio uses Trustpilot’s features and integrations

Driven by their automatic review collection strategy, Giglio empowers their customers to communicate insights, questions, and concerns directly to the team through reviews. This provides the business with valuable customer feedback they can show and use in their marketing emails and SERP ads. 

Adding this kind of social proof to their marketing materials has also boosted their performance in key metrics.

After adding review content to their website and showcasing their Trustpilot star rating in Google Ads campaigns, Giglio saw an incredible 20% click-through rate increase in adverts displaying Trustpilot stars.

But their use of Trustpilot doesn’t stop there at the very top of the funnel — Giglio has also made the most of TrustBox widgets on their website to build trust, which is known to [boost eCommerce conversions](https://uk.business.trustpilot.com/reviews/browsers-to-buyers/15-ecommerce-tips-to-drastically-increase-your-conversion-rate).


The widget TrustBox in the shopping cart page 

The TrustBox in Giglio's shopping cart web page

Screenshot of Giglio's shopping cart web page including a few articles

Thanks to this simple integration, and according to A/B test results on their checkout page, Giglio __increased their conversion rate by 7%__ with their TrustBox.

A/B test results measuring the impact of a TrustBox on Giglio's checkout page

A/B test showing an increase of the conversion rate of more than 7%

A/B test results about the usage of the TrustBox

Another key widget in Giglio’s marketing strategy has been the [TrustBox Newsletter](https://support.trustpilot.com/hc/en-us/articles/115007375487-Add-a-TrustBox-Newsletter-to-your-email-campaigns), which Giglio implemented throughout their email communication in hopes of increasing the trustworthiness of their company communications. 

In this case, the A/B test results also show that __click-through rate increased by almost 10%__, which is especially significant considering the many kinds of emails Giglio sends to their potential customers.

Thanks to this powerful tool, Giglio showcases their star rating in email marketing campaigns and transactional emails, allowing them to benefit from social proof across channels, and at different stages of the eCommerce customer journey. 



Example of a TrustBox Newsletter in one of Giglio's emails

The widget TrustBox Newsletter in Giglio's email

Screenshot of a reminder email including the TrustBox Newsletter

On top of the steady stream of customer reviews, constant and customized support are among the Trustpilot features that Giglio appreciates the most. But of all their favorite features, the __plug and play Trustpilot API__ is definitely at the top of the list. 
 
Thanks to this option, Giglio’s Customer Relationship Management system — which is managed and constantly updated by their developers — can easily be hooked up to connect with Trustpilot’s platform in real time. 
 
This allows Giglio to stay connected with both systems on a daily basis while collecting valuable information from reviews. And perhaps most importantly, it offers the Customer Service and Social Media teams a real time window into customer sentiment. 




### Powering the family tradition of personal customer service with reviews 

That said, the power of reviews and savvy systems integrations can only go so far if those insights aren’t communicated widely to the right departments at the right time. 

Because of the way Giglio shares customer reviews across departments, and the ongoing support of Trustpilot’s Customer Success Managers, customer reviews not only helps the company grow, but also highlight which aspects of their business can be improved, and what the biggest challenges are for their customers.	

Trustpilot reviews even allow Giuseppe Giglio, the CEO of the business, to maintain the personal and family-owned feel they established back in their brick and mortar days by interacting directly with customers and replying to feedback left in reviews.   

“I inherited the culture of the family business from my family,” he says. “We are on the front line. When a client is unhappy with our service, I answer personally to understand what went wrong, to apologize, and to understand what actions we can take to set things right and correct our mistake.”

From a small shop to a publicly traded company, the story of Giglio’s family has roots that run deep in their past and traditions, but that hasn’t stopped them from future-proofing their business with the help of a trusted third-party review partner like Trustpilot. 

When mature brands move to the online space, it’s not enough to simply be present. Now it’s essential to interact with customers and demonstrate that you hear their feedback. 
 
With Giglio’s ongoing efforts to meet their customers exactly where they are, we have no doubt that they’ll continue to succeed in the eCommerce space — and be at the frontlines of whatever shopping innovation comes next. 

*Special thanks to Marta Zugliano and Stefano Cruciata for the original version of this article. 
*



How Giglio went from local retailer to international brand in the era of social proof

Auto Trader logo

auto trader online reviews trustpilot case study

### Building a great brand reputation with online reviews

“We chose to partner with Trustpilot because of the platform’s great reputation, brand awareness and recognition with customers. We knew that we wanted to partner with a platform which could really help us to build trust in the UK marketplace with our private sellers”, explains Marc.

The auto industry isn’t well-known for its great reputation, especially when it comes to buying a car. Auto Trader understands the challenges the market is facing, and leverages Trustpilot reviews to build trust with both consumers and customers. 

Since using Trustpilot, Auto Trader has also considerably increased its conversion rate. The business has also adopted a ‘voice-of-the-customer strategy’.

“The feedback is really, really valuable. That communication and that link with consumers breeds loyalty and is a great advert to all our prospective customers", says Marc.

The brand has also found the Trustpilot platform really easy to use. Gabriella explains:

“Our ‘voice of the customer’ team uses Trustpilot every day, so it’s really important that we use a platform that is easy to pull insights from. Trustpilot offers different ways to generate reports, which we do quite regularly to monitor our reviews and TrustScore, and make sure we keep getting better and better.”

Auto Trader understand that receiving a bad review isn't bad for your business or for your reputation. The business has learnt how to handle negative feedback, and how to turn bad reviews into positive stories. Taking time to answer reviews proves that your team takes all customer experiences seriously, and wants to work towards delivering great customer service and experiences. In this day and age, there’s nothing more trustworthy than a customer-centric brand. 

“If you really do focus on your reviews and the feedback that your customers are giving you, and if you work hard towards improving your service and customer experience, you really can improve your reputation", says Gabriella.

If you're looking to build trust with customers and manage your online reputation just like [Auto Trader](https://www.autotrader.co.uk/) does, request a free Trutpilot demo below.


How Auto Trader builds trust throughout the automotive market

CardsDirect logo

CardsDirect x Trustpilot case study

CardsDirect x Trustpilot Case Study

We sat down with the team to learn how CardsDirect used Trustpilot reviews to help grow not one, but three highly trusted brands, and uncover some of the trust-building secrets behind their glowing online reputation.

Today we share __five takeaways that we hope will inspire any business to start using transparency, openness, and reviews__ to attract and retain more customers.


CardsDirect Key Benefits

## 1. Your About Us page is the perfect place to share an open and transparent brand mission statement.

We live in a time where [54%](https://www.bopdesign.com/bop-blog/2015/10/15-crazy-branding-stats/) of shoppers say they [don’t trust brands](https://uk.business.trustpilot.com/reviews/build-trusted-brand/5-online-reputation-management-strategies-for-driving-brand-trust). But with three distinct trusted brands, we’ll take it from CardsDirect that trust begins with how you communicate as a business.

It might seem like a no-brainer, but the opportunity to share your brand story on your About Us page is not one to be missed. It’s prime brand-building real estate, and a perfect opportunity to kindle a relationship with your customers.

If you need inspiration, look no further than the [About Us page](https://www.cardsdirect.com/aboutus.aspx) of CardsDirect, where they come right out with their commitment to hands-on customer service and satisfaction, even in the internet age where it can be shockingly easy to hide phone numbers and effectively avoid customers.

Why is this so important? According to consumer research from KPMG, shoppers are most likely to trust a business that [makes it easy to contact people](https://assets.kpmg/content/dam/kpmg/xx/pdf/2017/01/the-truth-about-online-consumers.pdf) at the company.

On top of using their About Us page to make their contact information crystal clear, CardsDirect goes a step further with transparent communication by explaining *how* they’re able to offer such good prices on their products.

Recent research from Trustpilot shows that [83% of consumers](https://business.trustpilot.com/guides-reports/build-trusted-brand/6-ways-to-make-trust-your-essential-brand-differentiator) find it easier to trust a company when it’s transparent about how it sources its products, so it’s a great idea to share this kind of information not only on your about page, but across your product pages as well.

Lastly, because they tend to be designed with SEO in mind, your About Us page is likely to show up in search results when new shoppers Google your brand. And with [62% of customers](https://business.trustpilot.com/guides-reports/build-trusted-brand/6-ways-to-make-trust-your-essential-brand-differentiator) researching a company they’re unfamiliar with, it’s a great idea to set yours up to be a source of helpful information — that also represents the values of your brand.

## 2. Decide on a review collection strategy to create a feedback loop with your customers

By now it’s well established that reviews are one of the [most effective ways to communicate](https://business.trustpilot.com/guides-reports/learn-from-customers/trustworthiness-in-advertising-what-consumers-have-to-say) your trustworthiness to potential customers. But how do you begin building up this super effective form of [social proof](https://business.trustpilot.com/reviews/build-trusted-brand/what-is-social-proof-and-why-is-it-important-for-marketing)? 

We recommend coming up with a [review collection strategy](https://uk.business.trustpilot.com/reviews/build-trusted-brand/a-beginners-guide-to-getting-good-customer-service-reviews), that allows you to automatically send review invitations to your customers at the perfect moment in the shopping journey.

And before you imagine crickets chirping, or worry that people only leave reviews about awful experiences — think again. [Trustpilot research](https://business.trustpilot.com/reviews/learn-from-customers/why-do-people-write-reviews-what-our-research-revealed) has revealed that shoppers write reviews for a whole range of reasons: 

- Venting frustrations about a negative experience
- Spreading the word if an experience with a brand was positive
- Wanting to be recognized or acknowledged for having certain knowledge or taste
- Feeling like part of a community and wanting to give back

But perhaps most interestingly, this study also revealed that __shoppers also leave reviews simply because they feel a need to express themselves, and reviews empower them to do so__.

The team at CardsDirect has caught onto the best way to empower their customers to leave reviews, and it’s as simple as asking them at the right time. 




CardsDirect Trustpilot Review Invitation

Rather than sending their customers an automatic review invitation once a customer has placed an order — which could certainly make sense for some businesses — CardsDirect has customized their review collection strategy to capitalize on the moment of delight for *their business*. 

Translation: they only ask customers for a review once the package has been delivered safely.


CardsDirect Trustpilot Testimonial - Leah Sanchez Brand Manager

And to close this customer experience feedback loop, the team at CardsDirect aptly sends a personal reply to each reviewer in the form of a handwritten card, often times personalizing the content of the written reply based on the review itself.  

When you put a review collection strategy in place, online reviews go from a platform for the most satisfied (or disgruntled) customers, to a proactive communication channel between businesses and customers. 

You just need to tap into it. 


## 3. Your customers’ words have power, so highlight what they’re saying about your brand across the shopping journey.

Creating a feedback loop through online reviews is a fantastic start to customer centricity and overall satisfaction, but we’ve also seen brands use online reviews to directly grow their bottom line. 

As it turns out, featuring reviews [throughout the shopping journey](https://business.trustpilot.com/reviews/how-flinders-use-reviews-to-build-trust-throughout-the-customer-journey) is a high impact way to boost conversions.

In a time where online shoppers see a staggering [4,000-10,000](https://www.forbes.com/sites/forbesagencycouncil/2017/08/25/finding-brand-success-in-the-digital-world/#252ee6eb626e) advertising messages per day, why not let your [customers cut through the noise](https://business.trustpilot.com/reviews/build-trusted-brand/your-guide-to-customer-advocacy-what-is-it-and-why-is-it-important) and play a larger role in sharing your brand’s values? 


CardsDirect x Trustpilot Testimonial - Travis Helling Brand Marketing Manager

We couldn’t agree more, and there’s lots of social proof inspiration to be gleaned from how the team at CardsDirect puts their reviews to work.

They display customer reviews on their homepage:


Trustpilot reviews feature prominently on the homepage of BrookhollowCards.com, which is just one of the brands in CardsDirect’s portfolio of greeting card businesses.

Brookhollow Cards Trustpilot Reviews

On their landing pages across all brands: 

CardsDirect uses reviews across all landing pages

On their landing pages specifically for paid search:

CardsDirect Trustpilot Reviews in Paid Search Landing Pages

CardsDirect uses Trustpilot reviews in direct mail

But do online reviews really have a place to shine outside of the digital realm? 

Leah Sanchez, Brand Manager at CardsDirect thinks so. __Because reviews are so effective for marketing to new and existing customers__, she has big plans to feature their favorite Trustpilot reviews in their 2019 holiday print catalog. 

At the end of the day, all brands can benefit from adding trust signals like star ratings, TrustScore, or even the Trustpilot logo across their website, and even on their marketing materials.

In fact, we’ve even heard that [87% of consumers](https://uk.business.trustpilot.com/reviews/why-87-of-consumers-find-ads-more-trustworthy-with-trustpilot) find ads more trustworthy with the Trustpilot logo.

And on that note —


## 4. Ads are more trustworthy with a helping of social proof

There’s been a wealth of recent consumer research confirming digital marketers’ worst suspicions: [few consumers](https://business.trustpilot.com/guides-reports/build-trusted-brand/can-online-reviews-revive-consumer-trust-in-advertising) think ads are trustworthy sources of information, and they seldom take ad claims into account for purchasing decisions. 

Yet, [84% of consumers](https://www.inc.com/craig-bloem/84-percent-of-people-trust-online-reviews-as-much-.html) trust online reviews as much as a personal recommendation from a friend. 

That’s exactly why the team at CardsDirect made sure to choose a review partner that could help them earn [Google Seller Ratings](https://business.trustpilot.com/reviews/why-wont-my-google-seller-ratings-show-up-and-4-other-gsr-questions) on their paid search ads — or in other words, add a proven trust signal to their ads to boost trustworthiness.


CardsDirect shines in paid search with Google Seller Ratings, earned with some help from their Trustpilot reviews

CardsDirect got Google Seller Ratings with Trustpilot

After carrying out some formal split testing on their paid search ads, they couldn’t help but notice that the ads featuring a [star rating](https://business.trustpilot.com/reviews/get-seen-in-search/rich-snippets-stars-for-product-reviews-can-boost-seo) had [better click-through rates](https://business.trustpilot.com/reviews/browsers-to-buyers/a-channel-by-channel-guide-to-improving-your-ctr) than the ones without.

They’ve also noticed a positive impact on landing page conversions after adding [Trustpilot widgets](https://business.trustpilot.com/features/trustboxes) to their paid search landing pages.


CardsDirect x Trustpilot Testimonial - Dean Eldridge

But adding trust signals to your online marketing and advertising doesn’t have to stop there. 

Other [sources](https://instapage.com/blog/customer-reviews-marketing) have found that ad creative featuring [user-generated content](https://business.trustpilot.com/reviews/build-trusted-brand/a-beginner-guide-to-building-brand-loyalty-with-user-generated-content) can lead to the stellar combination of four times higher click-through rates, and a 50% drop in CPC. 

We have a feeling most brands could benefit from that kind of lift in marketing performance. 


## 5. When you respond to reviews, you improve star ratings and become a better business

Like most brands, CardsDirect considers new customer acquisition and customer retention to be the main challenges to their business.

And they’ve found that collecting customer reviews has helped with that.

Sure, favorable reviews have straightforward benefits for building trust with new and existing customers, but unfavorable reviews present a unique opportunity in their own right. 

CardsDirect x Trustpilot Testimonial - Lynell Brown

Not only that, but the team at CardsDirect has noticed that __one third of customers go back and update their unfavorable reviews to be more positive__ once someone from the company reaches out about the issue.

Because of these great results, responding to customer feedback is taken seriously at CardsDirect. The team reads every single review that comes in, and if a poor review is spotted they respond ASAP and do whatever they can to make it right. 

It’s clear to the team that reviews not only help them deliver [excellent customer service](https://uk.business.trustpilot.com/reviews/learn-from-customers/3-ways-reviews-can-help-you-deliver-excellent-customer-service), but also provide a roadmap for how they can get better as a business.

So far, their reviews have provided insights into products and services that customers want that the company might not have considered. They also help the team spot trends that the company ought to look into, such as issues with shippers or printers, or even the product design itself. 

One example is when they noticed that several unfavorable reviews all mentioned that the font size of a particular product was too small. Thanks to this clear pattern in their reviews, it was easy for customer service agents to relay this feedback to the product team, who swiftly updated that product online. 

### A dedicated review strategy is essential for a trustworthy reputation. Build yours with Trustpilot.

When asked why they chose to build their online reputation with Trustpilot, the CardsDirect team says it best:

*“The Trustpilot platform has an intuitive interface, and offers easy-to-use integrations that allow us to keep our brand identity. Set up was simple, so we were able to hit the ground running collecting reviews across multiple brands.”*

And while we appreciate their kind words, we admire their __commitment to consumer trust__ even more. 

*“‘Trust’ by definition is the firm belief in the reliability, truth, or ability of someone. It’s our goal at CardsDirect to exemplify all three of these brand traits. There wouldn’t be CardsDirect without trust.”*

If you’d like to learn more about reviews, and how they help you grow brand trust and show brand trust, request a demo today. 

We’d love to help.



5 Trust-building tactics any brand can learn from CardsDirect's review strategy

SendCloud Logo

SendCloud case study

SendCloud Case Study

Doing your shopping online has never been easier, but it also presents online stores with quite a few challenges. Orders get processed, packaged, sent and, quite often, returned. All in all, the journey of a single package can make for a lot of fuss. 

Enter SendCloud, who offers online stores a helping hand by automating this entire process. From picking and packing to sending and returning, SendCloud’s software ensures everything runs that vital bit smoother, faster, and more efficiently.


SendCloud Key Benefits of using Trustpilot Updated

## Inform, innovate, impress

[SendCloud](https://www.sendcloud.com/) uses Trustpilot to get in touch with their customers. This allows them to:

1. Get informed on how they’re performing
2. Find out where they can innovate and optimize
3. Have a platform that allows them to impress their customers with social proof

As of right now, the company has collected 1,632 B2B-reviews on Trustpilot with an average TrustScore of 4.5 out of 5. SendCloud showcases their reviews, average TrustScore, as well as the Trustpilot logo on their website.


SendCloud quote social proof

### The proof is in the pudding

Just recently, SendCloud’s marketing team launched a retargeting campaign where they A/B tested Trustpilot’s effect for three weeks. One half of the audience was shown regular Facebook ads, while the other half was shown the same ads with the addition of the Trustpilot logo and star rating. 

The results speak for themselves: the Trustpilot version had __an increased conversion rate of 125%__, and the conversion cost was __30% lower than usual__.




SendCloud Quotes Conversions

Just adding the Trustpilot logo and star rating to their Facebook ad made a world of difference for SendCloud. 


SendCloud ad creative with and without social proof

SendCloud ad creative A/B test with social proof

### Feedback-driven progress is the best progress

SendCloud’s customer service department also actively reaps the benefits of reviews. Using an [integration between Trustpilot and Zendesk](https://support.trustpilot.com/hc/en-us/articles/227199548-Zendesk-Trustpilot-Integration), SendCloud’s customer service is automatically informed every time a new review comes in. 

The integration also makes it a piece of cake to reply to the review from within Zendesk. 

A [Slack-integration](https://zapier.com/apps/slack/integrations/trustpilot) then makes it easy to share the reviews with the rest of the company. Compliments, valuable feedback and points of criticism are all addressed, so internal processes are continuously improved and optimized. 

For example, if a lot of reviews focus on a specific feature and how it could be improved, SendCloud’s UX designers get informed and involved.



SendCloud quote Trustpilot is intuitive

### Growth ambitions on an international scale

SendCloud is growing rapidly, both nationally and internationally. Their mission is to help every retailer in the world optimize their shipping process. That’s why SendCloud also collects reviews from customers outside of the Netherlands, so they can win over the confidence and trust of companies in other markets. 

Using Trustpilot’s [tag function](https://support.trustpilot.com/hc/en-us/articles/203840856-Tagging-and-pre-tagging-service-reviews), reviews can be sorted and showcased based on language. So when you visit SendCloud’s German website, you’ll be presented with their overall star rating, but only German reviews.


SendCloud x Trustpilot case study quote on building trust

At the moment, SendCloud has Trustpilot reviews in English, German, Dutch and French, but it’s not going to stop there. Their ambition is to be active in eight new countries within the next two years. By now, the company has a very good grasp on what does and doesn’t work when entering a new market. 

One of the most important elements is building up trust and brand awareness — and reviews play a pivotal role in both of these things. 

Ready to increase conversions with the power of your customers? Create a free Trustpilot account to get started today.


How SendCloud achieved higher conversion and lower cost with Facebook ads

IceLolly Logo

Icelolly case study trustpilot

Icelolly statistics.PNG

- 7,700+ reviews
- 9/10 TrustScore
- Google Seller Rating increase from 0 to 4.5
- 100% review response rate
- 90% of all reviews are 4 or 5 star


### Why Trustpilot?

When we first spoke to Icelolly.com, Sharon Addy, Compliance and Customer Experience Manager, explained:
 
“We’ve got one of the widest selections of holidays out there, and we’re determined to help people find the holiday that’s special to them.” 
 
Today, it’s safe to say that Trustpilot is an even more important part of the business. Icelolly.com still wishes to carry on growing by building an even stronger review strategy and by boosting consumer trust and loyalty with customer feedback.
 
“We find that customer feedback is key to success, and we’re keen to build this to the next level. Our TrustScore means everything to the business, and it plays a vital part in helping us build consumer trust in our brand.”



### ‘We’ve seen a Google Seller Rating increase’

With thousands of reviews, Google began taking notice of Icelolly.com’s fresh content and prominence in the holiday field.

For this, they’ve seen their search engine rankings improve, often appearing on the first search engine results page alongside their Trustpilot business profile.

And it doesn’t stop there - Google Seller Ratings improved too.

“With Trustpilot we’ve been able to benchmark our performance against other travel businesses,” says Sharon.

“We’ve seen our Google Seller Rating increase to an overall score of 4.5 (out of 5) as a result of the reviews we’re collecting, which is a great achievement from our standing start.”

### Using Trustpilot internally

Icelolly.com uses the Trustpilot tool in a variety of ways: Service Reviews, Dashboard, Analytics, Get Reviews… The holiday comparison website believes leveraging Trustpilot as social proof plays a big part in the company’s success. That’s why Icelolly.com’s marketing team recently started promoting Trustpilot via email and social platforms.

“We use Trustpilot across social platforms such as WhatsApp, Facebook, and also via our influencer hub. The team have only just started promoting customer feedback through these platforms and the number of reviews has already increased dramatically.”


Icelolly reviews facebook.PNG

Since Icelolly.com started promoting reviews via email and social channels, their TrustScore increased from an initial 8.7, to a great 8.9 in just 6 weeks, and recently went up to a fantastic 9/10! 

The travel user journey can be long, so it’s important to keep consumers engaged with your business at every step of the journey. To build trust throughout the research booking processes, Icelolly.com leverages Trustpilot reviews on all its website’s key pages.


Icelolly trustpilot widget website.PNG

On top of sharing reviews through key channels, Icelolly.com works hard to maintain its great TrustScore and brand reputation by encouraging the team to respond to every review within a 24-hour period. 

“We have learnt a lot from using Trustpilot over the past couple of years. We aim to respond quickly to every review, and should a reviewer have any issues with our service, we pride ourselves on acting upon the feedback and helping our customers as much as we can.”

Icelolly.com takes on board every comment which is left, and learns from it as much as possible. 

“We made a lot of changes to Icelolly.com over the past couple of years, some of which have come from the comments received from our Trustpilot users.”

Aside from consumer-facing benefits, Trustpilot has affected staff morale positively too.

“Trustpilot has had a positive impact internally as we’re able to share the happiness our customers feel. It’s become an integral part of our business, with performance being shared and discussed at a senior level on a weekly basis.”

Icelolly.com uses Trustpilot to showcase its great reputation and learn from customer feedback, but also likes to engage with its existing and new customers to improve the overall client-company conversation, and boost customer loyalty.

### Going forward…

“The challenge Icelolly.com will face going forward is to maintain and improve its great TrustScore, and keep collecting more reviews. Reinforcing trust in Icelolly.com plays a vital part in making it a successful business, and Trustpilot is helping us achieve our long-term goal.”

“I would recommend any company who are wanting to gather customer reviews to do it through Trustpilot. The interface is easy to navigate, use, and manage, and the staff are always here for any questions you might have.”

With so much commitment to Trustpilot, Icelolly.com is securing a trusted, transparent future. Isn’t it time you joined them?


Icelolly.com Takes The Lead With Its Growing Reputation

LoveBook Logo

LoveBook x Trustpilot Case Study

LoveBook x Trustpilot Case Study Video

LoveBook Key Benefits of using Trustpilot Reviews

## Building up social proof throughout the shopping journey

So, how do you convince leery customers to take a chance on a never-before-seen gift idea? You put signals of legitimacy and third-party validation right wherever they’re looking, of course. 

Chris and the team at LoveBook knew that anytime customers type “LoveBook reviews” into Google, they’re still researching their purchase. They’re not totally sure about the shopping or product experience they’ll have with the company, so they’re on the hunt for trust signals like social proof that others just like them had a positive experience with LoveBook. 

Before joining Trustpilot, LoveBook didn’t have a whole slew of reviews to help convince potential customers about their product. Now, when a customer searches online for “LoveBook reviews” they see LoveBook’s display ad with [Google Seller Rating stars](https://business.trustpilot.com/reviews/google-seller-ratings-adwords-perform-better-than-ever) first in the SERPs, followed closely by [LoveBook’s business profile page on Trustpilot](https://www.trustpilot.com/review/www.lovebookonline.com) and its [organic Review Snippet stars](https://business.trustpilot.com/reviews/why-does-google-care-if-your-business-has-online-reviews-in-2019) ranking second in organic results. 

That’s a one-two punch of trust signals if we’ve ever seen one, and as Chris mentioned in the above video — this degree of social proof certainly takes the heavy lifting off of [other marketing activities](https://business.trustpilot.com/reviews/build-trusted-brand/using-trustpilot-reviews-in-your-marketing-strategy). It’s pretty well established that [more is better](https://business.trustpilot.com/reviews/build-trusted-brand/3-reasons-why-you-really-need-to-get-more-reviews) when it comes to reviews and social proof, and LoveBook is in great shape on that front with more than 32,200 reviews at the time of publication. 

Chris and his team have realized over the years that some customers just want to look at the star ratings, and some want to look at the percentage of positive reviews. Either way, with a __TrustScore of 9.5 and 89% of their reviews clocking in at 5 stars__, they’re leading with a phenomenal reputation when potential customers go looking for them online. 


LoveBook Trustpilot Profile Page

## Perfecting new features with some help from Review Insights

When Trustpilot launched [Review Insights](https://business.trustpilot.com/reviews/learn-from-customers/introducing-trustpilots-new-machine-learning-tool-review-insights), the team at LoveBook was immediately intrigued. With so many reviews at their fingertips, they knew they were likely sitting on a [goldmine of consumer insights](https://business.trustpilot.com/reviews/learn-from-customers/what-are-consumer-insights-and-how-do-i-use-them) that could help their business grow. 

Adopting the [Review Insights](https://support.trustpilot.com/hc/en-us/articles/360012057153--Get-a-deeper-understanding-of-your-reviews-with-Review-Insights) feature allowed Chris and his team to see how they were doing as far as the UX on their website, to the quality of the books they shipped, down to personal anecdotes about how the gift was received. 

Now when the team at LoveBooks releases a new feature or capability on their website, they create a Review Insights topic segment to track sentiments about that particular aspect of the LoveBook customer experience. 

For example, when they piloted a new site feature that allows shoppers to rapidly build a custom book, they wanted to track what users thought about the updated experience. Their Review Insights segment for this new feature revealed that their sentiment score about the book-building experience increased from __67 to 89 in just two weeks__. 

That’s a __33% increase in sentiment score__, and a big vote of confidence for their new product feature. 

LoveBook now applies this strategy to all of their new product and feature releases, so they can ensure they’re delivering an ideal shopping and gift-giving experience to their customers.

## Using review content to go the extra mile for customer experience 

There’s no question that using consumer insights to fine-tune feature releases leads to big wins in business, but Chris and the team at LoveBook saw another creative opportunity to use review content to complement their well-loved products with an unforgettable customer experience. 

Because Trustpilot reviews allows the team to zero in on the emotional stories behind each review, the team at LoveBook can easily foster a one on one relationship with customers who need a little extra love in their lives. 

That’s why Chris and his team were inspired to __start an internal company initiative called Simply Love__. 

Whether it’s sending the customer a condolence card to support them in a time of need, or a thoughtful gesture like donating to a relevant charity in their name, we have no doubt that the Simply Love program means the world to LoveBook customers. 

## Become more customer-focused and your business is sure to thank you

At the end of the day, LoveBook has done an excellent job of using Trustpilot to build customer confidence at the top of the buying journey — but perhaps more importantly, they’ve also created a dialogue with their customers that allows them to turn good feedback into great products and experiences. 

If you’re ready to join LoveBook at the frontlines of customer-centricity, click the banner below to request a demo.








LoveBook reveals how review insights bring them closer to their customers

PhysioRoom Product Reviews case study hero image

PhysioRoom Trustpilot Product Reviews Key Benefits

To better understand how the business uses product reviews to learn from their customers and exceed sales targets, we spoke with Lee Bannister, Head of Contact Center at [PhysioRoom.com](https://www.physioroom.com/).




Lee Bannister Implementation Quote

## Understanding the attributes behind the product rating

Because PhysioRoom.com also manufactures some of its products, they look to product reviews to inform their internal product development and to make sure they’re providing exactly what their customers need. For example, if a product has consistent reviews citing low value for money, they know everyone would benefit from refining that product.

For this reason, they were particularly interested in a product review solution that made it super easy for customers to describe specific characteristics. 

Enter: [Product Attributes](https://support.trustpilot.com/hc/en-us/articles/360011913693-Product-Attributes-Ask-customers-to-rate-details-of-your-product), a Trustpilot feature that allows customers to rate key product features, thereby providing helpful insights to fellow shoppers and valuable feedback to product sellers. 

Because Product Attributes are a standard out of the box feature for Trustpilot Product Reviews, it was easy for PhysioRoom.com to get everything up and running. In no time it was clear that offering this kind of in-depth look at specific product characteristics leads to customer confidence and easier purchasing decisions (read: more online sales).

Lee Bannister Product Attributes Quote

Their Product Return Specialist also benefits from this additional level of insight into their products and expects to see a lower rate of return now that customers are far more informed about the product before buying.


Trustpilot product reviews

## Why the method of collecting product review matters

Before signing on for Trustpilot Product Reviews, PhysioRoom.com only collected product reviews with a link in the order confirmation email, and on the product page itself. As a result, they had just a humble number of reviews flowing in, making it difficult to use them as a resource for product development or customer feedback. 


Lee Bannister reviews increased by 2000 percent

With Trustpilot Product Reviews, their customers are asked to leave the review 10 days after they purchase an item. This simple tweak in the review collection process resulted in a huge increase in product review collection, from 10 reviews on average to 200 reviews per month — an impressive 1,900% increase.


Before and After Trustpilot Product Reviews

Product Review Collection Before and After Trustpilot

The team at PhysioRoom.com also attributes some of this success to [the power of third-party validation](https://uk.business.trustpilot.com/reviews/why-87-of-consumers-find-ads-more-trustworthy-with-trustpilot). Because the Trustpilot review invitation email features the Trustpilot logo and stars, customers feel confident in the integrity of the review platform and are more likely to leave a review. 

## Exceeding sales targets with Trustpilot Product Reviews

On top of their booming review collection, PhysioRoom.com has noticed some additional improvements since implementing Trustpilot’s Product Reviews — the detailed information available through Product Attributes has even created a positive ripple effect on the consultative way the sales team discusses products and solutions with customers. 

With the higher number of detailed reviews to refer to, the sales team is empowered to deliver nuanced and accurate product information to make sure customers walk away satisfied every time. 

PhysioRoom.com has also enjoyed an uptick in sales from their B2B customer base of medical and fitness professionals, who also read their newly detailed product reviews and refer to relevant ones during their patient consultations. Incorporating this helpful source of information (and a healthy dose of social proof) into their patient and client consultations has led to a steady increase in sales of PhysioRoom.com’s products — __translating to a solid 8% increase in their B2B product sales month on month__. 

As PhysioRoom.com continues to grow and improve, we have no doubt that they’ll harness the power of Trustpilot Product Reviews in new ways that lead to better product offerings, and ever-improving experiences for everyone.

Ready to join them at the front lines of customer experience and innovation? Trustpilot can help you use Product Reviews to learn key insights from you customers.

How PhysioRoom.com increased product review collection by 1900% with Trustpilot

## How Fantastic Services leverage Trustpilot

### 1. Encourage customer feedback

The company understands that no matter how refined a service is, there is always room for improvement. That is why every time one of the company's existing or new customers receives a service, Fantastic Services [sends an еmail](https://uk.business.trustpilot.com/reviews/build-trusted-brand/3-reasons-why-you-really-need-to-get-more-reviews) encouraging the customer to share about their experience. 

By doing so, the company has the chance to learn about the positive or negative aspects of a certain service. Besides taking the feedback and applying it to improve the company’s products, if a client of Fantastic Services has experienced any sort of issue regarding a service, a customer care specialist will contact them to resolve the matter. 


Fantastic services rate service trustpilot

### 2. Optimise click-through rate

In a sea of competitors for customer attention, having a boost in the SERPs (Search Engine Result Pages) is a big advantage. Thanks to Trustpilot, Fantastic Services has the chance to catch the client’s eye by displaying a star rating through Google Ads. This extension, [Google Seller Ratings](https://business.trustpilot.com/reviews/how-to-land-great-reviews-and-boost-your-google-seller-rating), can considerably improve your click-through rate. Indeed, this allows potential customers to get a clearer idea early on the brand’s reliability, which in result can encourage them to visit the website.




Fantastic services google seller ratings

### 3. Build trust throughout the buying journey

In order to boost the customer's trust in Fantastic Services, the company has made use of the Trustpilot widget by placing it on key pages and various other areas of their website.


Fantastic services trustpilot widget onsite

This extra step aims to defuse any doubt in potential clients towards the company while building credibility at every stage of the customer journey.

### 4. Showcasing trust signals on social media 

Nowadays, having a [social media presence](https://uk.business.trustpilot.com/reviews/build-trusted-brand/trustpilot-guide-to-social-media-reputation-management) is vital for any brand. Being open about the company’s customer ratings is of high importance to Fantastic Services. That’s why the company uses social media platforms like Facebook and Instagram to share their customer reviews with the public. This way, the brand creates a prerequisite for a quality client-company conversation, while showcasing the services it offers.


Fantastic services uses social proof in their Facebook post

Fantastic services Trustpilot review social

## Why Fantastic Services chose to work with Trustpilot

One of the main reasons behind Fantastic Services’ decision to start working with Trustpilot is the transparency that the open review platform provides. Fantastic Services understands the importance of online reviews in today’s competitive market, and wants all of their customers to have the chance to share their experiences with both the company and the public.  

In this area of business, it’s important to gather as much feedback as possible in order to collect great customer insights and improve the quality of the services provided and, of course - to make sure that the client-company communication is kept up to the highest standard. 

Find out how Trustpilot could help you too, request a free Trustpilot demo below.


fantastic services and trustpilot

How Fantastic Services use Trustpilot to improve their client-company conversation

With their easy-to-use app and great customer service, they’ve achieved an amazing 4.6/5 TrustScore from over 25,000 reviews!

To better understand how [YourParkingSpace](https://www.yourparkingspace.co.uk/) leverages Trustpilot reviews to revolutionise parking in the UK, we spoke with Tamar Sakadjian, Brand Marketing Director.

__Trustpilot: Why was trust important to you before coming to Trustpilot?__

__Tamar Sakadjian:__ As a start-up disrupting an industry that has remained stagnant in processes, we frequently found ourselves defending the modern digital pre-book concept to car park operators and other commercial clients. 

Rather than battling archaic perceptions in the boardroom, we found the power in showcasing trust and user experience to senior managers and decision-makers far outweighed the infant case studies we had.

__Trustpilot: How do you collect reviews from your clients through the use of your app?__

__TS:__ At the end of a booking, we send a push notification to drivers, and ask them to review the space they just parked in. This push notification is followed up by an email and reminder email if the review has not been made, providing 3 touchpoints in an effort to obtain some insightful feedback.

Yourparkingspace app

__Trustpilot: Are there multiple departments or teams using Trustpilot?__

__TS:__ Our Quality Control team manage our Trustpilot reviews and report on the issues and solutions we’ve provided over the course of the month, supported by technological recommendations as well as process and policy recommendations off the back of the reviews. These reports are provided to senior management each month, who then review the recommendations, and implement the relevant suggestions. 

Our Business Development department also use any feedback about a commercial location (product review) to optimise our relationships. For example, reviews about a complicated entry or exit process for a driver are used to approach our commercial partners for direct integrations between their barrier technology and our booking platform. 

__Trustpilot: How do you use Trustpilot reviews to build trust, grow, and innovate?__

__TS:__ Our CEO, Harrison Woods, promotes our Trustpilot reviews via his email signature:

“See YourParkingSpace [Clients](https://www.yourparkingspace.co.uk/car-park-management/case-studies) and check out our [Trustpilot reviews](https://uk.trustpilot.com/review/yourparkingspace.co.uk?utm_medium=trustbox&utm_source=Mini). 🚀🚀🚀🚀🚀🚀”

We also showcase our great star rating on our homepage and parking pages. And we have a section on our homepage that is dedicated to showcasing our Trustpilot reviews.



Trustpilot social proof on the website of yourparkingspace

homepage reviews yourparking space trustpilot

trustpilot reviews yourparkingspace

From time to time, we share selected Trustpilot reviews across our social media channels. It’s a great way to share social proof and remind our followers what our existing customers think of our service.

yourparkingspace twitter

We need to listen and understand both the parts of the service that our users’ value, as well as the common pain points in order to develop actionable insights for the development of our platform.
 
Our biggest advancement came from the common grievance of on-site staff at commercial partner locations being unfamiliar with the pre-book initiative managed by top-level management within the organisation. This caused frustrations on arrival, and added demand from our Customer Happiness team - a less than seamless experience overall. 

YourParkingSpace leveraged these reviews in conjunction with revenue forecasts to convey the importance of a direct integration with legacy technology at the car park. Our pre-book platform integrates directly with any parking management system, feeding all booking details through to the onsite technology, and identifying pre-book customers as authorised vehicles without the need of human intervention.

__Trustpilot: Have you measured any improvements from leveraging reviews across your marketing channels?__

__TS:__ User reviews are crucial to the development of the YourParkingSpace platform and have significantly improved the overall service quality we deliver. 

Our rapid growth in both booking numbers and space listings came unsurprisingly as a result of positive social proof magnified by the use of Trustpilot as a ‘trust symbol’.

Notable improvements made to our service have been:

1. __Introduction of a refund and cancellation policy__ to pre-set expectations for both Driver and Space Owner and keep our customer service levels consistent.
2. __Overhaul of our communication strategy__ including transactional emails, text message notifications and application push notifications, guiding both Drivers and Space Owners every step of the way.
3. __Assembled a dedicated Quality Control team __to monitor, listen and action feedback from our users, as well as tighten listing checks in-house to ensure a high quality of new locations are being made available for bookings.

__Trustpilot: What are your challenges going forward as a business?__

__TS:__ Supplying the demand of drivers that need a parking space will be one of our challenges moving forward as a business. Building our inventory at the rate of demand will be difficult, however, our growing brand presence and commercial partnerships with property giants such as Whitbread Plc, Regus Group Plc and Tesco Supermarkets, will provide us with the platform to grow the number of available parking spaces at a far quicker rate, illustrating the importance of our commercial relationships within our mission to revolutionise parking in the UK.

Overcoming resistance from traditional parking operators is another notable challenge, and one in which Trustpilot plays a pivotal role. Traditional companies within the sector can sometimes view YourParkingSpace as a threat to their business as opposed to embracing the technology solutions we provide, and identifying YourParkingSpace as an enabler. We enable traditional and offline car parks to continue their business in the future, the digital revolution.

Keeping up with industry advancements and environmental duty of care is our most exciting challenge. EV, driverless vehicles, smart cities, making sure that we are embracing technological advancements within the industry, and developing our service in line with consumer and environmental demand is a challenge we enjoy facing every day. 

[Find out more](https://www.yourparkingspace.co.uk/using-yps/drivers) about YourParkingSpace, or [download their app](https://www.google.com/url?q=http://onelink.to/4wbsup&sa=D&ust=1557997804237000&usg=AFQjCNEDbZyF4WH2EOQOATZtdZWdeWgdTw) today.

__With so much commitment to Trustpilot, YourParkingSpace is securing a trusted, transparent future. Isn’t it time you joined them?__


yourparkingspace case study

Why YourParkingSpace chose Trustpilot to stay true to its customer service mission

711 KleirIjzerlaan BenPhotography websize

foto kleir dak

Hoe KLEIR.'s omzet uit social ads verdrievoudigde met Trustpilot

In toenemende mate bezoeken Belgische consumenten ons reviewplatform om te controleren of ze ergens met een gerust hart een aankoop kunnen doen. Veel bedrijven maken hier handig gebruik van en zetten hun Trustpilot-reviews actief in om hun conversie te verhogen.

Zo ook het Vlaamse bedrijf [KLEIR.](https://www.kleirantwerp.be/) Met ruim 12000 Instagram-volgers (@kleirantwerp), meer dan 1000 Trustpilot-reviews en een reviewscore van 4,8 is het kledingmerk razend populair in Antwerpen en omstreken. En afgaande op hun website lijkt die waardering wederzijds: *KLEIR. is pure hartstocht voor Antwerpen, haar inwoners en haar taal.*

quotes kleir nieuwste

quote Mathias

## Cijfers liegen niet
Anno 2021 hoef je vrijwel niemand meer uit te leggen dat social proof de koopbeslissing van de consument sterk beïnvloedt. Maar desalniettemin is het mooi dat KLEIR. een uitgebreide test heeft uitgevoerd die de kracht van Trustpilot-reviews nog maar eens bevestigt. De test in een notendop:

- Advertenties op Facebook en Instagram gedurende vier weken.
- Drie advertentievarianten: v1 met Trustpilot-sterren en -logo, v2 met Trustpilot-sterren en v3 zonder enige vermelding van Trustpilot.
- Voorwaarde: uniek bereik van minimaal 10.000 mensen.


Een van de Facebook-advertenties van KLEIR.

Facebook-ad

## In ROAS we trust
Als we kijken naar de ROAS (return on ad spend) van de drie advertenties, is de invloed van Trustpilot evident: de twee Trustpilot-varianten waren samen goed voor een gemiddelde ROAS van 61,73 euro. Met andere woorden: voor iedere geïnvesteerde euro kreeg KLEIR. er gemiddeld 61 terug — en in het geval van variant 2 was dat zelfs 86 euro!

Variant 3 — precies dezelfde advertentie, maar dan zonder verwijzing naar Trustpilot — presteerde bij lange na niet zo goed. Deze ad had een ROAS van ‘slechts’ 18,83 euro.


ROAS 

## Drie keer zoveel clicks
Ook wat clicks betreft scoren de Trustpilot-varianten significant beter dan de versie zonder social proof.  Advertentie 1 en 2 hadden een gemiddeld doorklikpercentage (CTR) van 0,57%, terwijl de advertentie zonder verwijzing naar Trustpilot uitkwam op slechts 0,19%.

Met andere woorden: mensen waren gemiddeld drie keer zo snel geneigd om op een van de Trustpilot-varianten te klikken. Advertentie 1 — die naast de sterren ook het Trustpilot-logo bevat — had met 0,59% het hoogste doorklikpercentage.


drie keer zoveel clicks

## Trustfunnel
Bescheidenheid siert de mens, maar verkoopt voor geen meter. Daarom is het belangrijk om je online reputatie in de schijnwerpers te zetten. Ben je goed voor je klanten en ontvang je veel waardering? Schreeuw het van de daken! KLEIR. begrijpt als geen ander hoe je klikkende consumenten omzet in betalende klanten. Want ook op hun website is aan social proof geen gebrek en worden hun reviews op strategische wijze weergegeven.

De review-widget (TrustBox) in het winkelwagentje van de webshop.

winkelwagen

Van advertenties op social media tot het winkelwagentje: de trustfunnel van KLEIR. zit van begin tot eind goed in elkaar. Kijk maar mee:

- Ze tonen reviews op hun [homepage](https://www.kleirantwerp.be/). Zo zien bezoekers in een oogopslag dat ze met een betrouwbare partij te maken hebben, wat de kans verkleint dat ze direct wegklikken.
- Op alle [productpagina’s](https://www.kleirantwerp.be/collections/mannen/products/hoodie-doediskalm-zwart-unisex) wordt hun reviewscore vermeld. Pal onder de *call-to-action*, zodat mensen vol vertrouwen op *In mijn winkelwagen* kunnen klikken. 
- Reviews in het [winkelwagentje](https://www.kleirantwerp.be/cart). De reviews die hier worden getoond kunnen net het verschil maken tussen een winkelwagenverlater en een betalende klant.
- Een widget op hun [over ons-pagina](https://www.kleirantwerp.be/pages/wie-zijn-wij). Het ‘overonsje’ is een van de meest bezochte pagina’s van een website en wordt vaak bekeken door consumenten die interesse hebben in je aanbod, maar nog niet zeker weten of ze met met je in zee willen gaan. Doordat het over ons-verhaal van KLEIR. wordt ondersteund door de bevestiging van hun klanten, is de kans groter dat bezoekers na het lezen wat bestellen.

De Trustpilot-widget onderaan hun over ons-pagina.

over ons widget

De Trustpilot-widget op hun over ons-pagina.

## Vertrouwen is de basis
Zo’n uitgekiende trustfunnel werkt uiteraard alleen wanneer je over een goede reputatie beschikt. Bij het opbouwen van een goede online reputatie vormen vertrouwen, transparantie en integriteit de basis. En in een wereld waar *fake news* en neppe reviews volop aanwezig zijn, is het belangrijk dat je als bedrijf geverifieerde reviews verzamelt. Dat zijn reviews die geschreven zijn naar aanleiding van een e-mailuitnodiging die automatisch wordt geactiveerd na een bestelling. Deze manier van verzamelen laat weinig ruimte voor gesjoemel, waardoor dit soort reviews een zeer hoge betrouwbaarheidsfactor hebben.

Geverifieerde reviews krijgen op ons platform automatisch het label ‘Geverifieerd’.

## Gouden sterren in Google
Niet alleen consumenten hechten waarde aan geverifieerde reviews, ook Google begrijpt dat het met authentieke feedback te maken heeft. Want wanneer je binnen twaalf maanden minimaal 100 geverifieerde reviews verzamelt met een gemiddelde score van 3,5 of hoger, word je door de zoekmachine beloond: je kwalificeert je voor Google seller-ratings — de gouden sterren in de betaalde zoekresultaten van Google.


peter quote 

quote peter

Trustpilot doet er alles aan om ervoor te zorgen dat de reviews op het platform altijd een betrouwbare bron van informatie zijn, en dat bedrijven als KLEIR. kunnen blijven profiteren van hun uitstekende merkreputatie.

Wil je net als KLEIR. ook je omzet en traffic verhogen met Trustpilot? Vraag dan hieronder gratis en vrijblijvend een demo aan.

grand shoes trustpilot case study

grand shoes case study

Grand Shoes streeft naar perfectie op het gebied van productkwaliteit, customer experience en customer service. De reviews die ze ontvangen helpt het bedrijf om geloofwaardigheid op te bouwen en het vertrouwen van nieuwe klanten te winnen, zowel binnen als ver buiten Zweden.
 
Wij kwamen onlangs bijeen met Grand Shoes om erachter waarom ze voor Trustpilot hebben gekozen en hoe ze reviews gebruiken om beter te worden, hun reputatie te verbeteren en meer groei te realiseren.
 
Bekijk hieronder het verhaal van Fredrik Hammarqvist, oprichter en CEO van Grand Shoes.

Grand Shoes

CTA banner

Grand Shoes vertelt hoe Trustpilot helpt met het opbouwen van geloofwaardigheid

Blue chalk dark bg

Banner - New Consumer Insights: 7 Must-knows for this holiday season

### Trustpilot-whitepaper: 7 e-commerce-tips voor de komende feestdagen

[Bekijk whitepaper](/guides-reports/learn-from-customers/7-e-commerce-tips-voor-de-komende-feestdagen?cta=banner)

Ontdek hoe klanten van Trustpilot ons reviewplatform gebruiken voor het verbeteren van hun online reputatie, websiteconversie en customer experience.

Succesverhalen

Meer dan 626.000 bedrijven gingen je al voor!