Ann Summers logo

ann summers trustpilot case study

Product reviews can increase sales up to 230%. Learn how lingerie retailer Ann Summers uses Trustpilot product reviews to convert more customers, and improve and grow as a business. 

Ann Summers started using Trustpilot reviews to collect valuable feedback and learn from consumer insights. Indeed, the team sees product reviews as one of the most effective marketing tools out there to collect feedback, learn from customers, and improve their products to grow the business in the long run.

We recently spoke with [Ann Summers](https://www.annsummers.com/) team members Karen Hitt and Laura Whittaker, Senior Online Merchandiser and Senior Online Trading & Marketing Manager, to better understand how the business learns from its Trustpilot product reviews, and how the team leverages feedback to boost their marketing efforts and increase revenue.

## Product Reviews can increase conversions up to 230%

AnnSummers Product Reviews on page example

Ann Summers product reviews

Ann Summers recently carried out some research to better understand how influential their reviews were in their customers' purchasing decisions.

To do so, they looked at a selection of products, checked each product’s star rating, and analysed how the rating score impacted the conversion rate for that specific product. 

Here’s what they found:


AnnSummers Product Reviews Impact on Conversion Rate

Ann summers conversion rate

As seen in the graphic above, the lowest conversion rate observed was 1.44%. This was seen on products with no product reviews and no star rating. Overall, Ann Summers observed an exponential increase in conversion rate as the product star rating increased too. The higher the product rating, the higher the conversion rate. 

The highest conversion rate was seen on products rated 5 stars, meaning a 5-star rating resulted in a whopping 230% conversion increase!

By testing the impact of online reviews on their consumers’ buying decision, Ann Summers found out how much of an impact product reviews placed on product pages can have on their customer journey, as well as on their conversion rate and overall business performance.

### Going from no reviews to a 1-star rating increases conversions by 76%



Unsurprisingly, the higher the star rating, the higher the chances to convert. However, interestingly, products with 1-star reviews still had a higher progression rate than products with no rating at all. 

This really demonstrates how much Ann Summers’ customers value reviews in their purchasing journey, and how much of an impact product reviews can have when shopping online.


AnnSummers Product Reviews Aggregated Conversion Increase

Ann summers increase in conversions

The incremental increase from the different star ratings seen in the graphic above really highlights how big of an impact product reviews can have in the consumer journey. 

Going from no product reviews at all to having a 1-star rating increases the conversion rate by 76%, and a 2-star rating can boost conversions by 149%!

__This proves, once again, how important it is to provide customers with product reviews throughout the buying journey, regardless of the overall rating.__

Interestingly, going from a 4 to a 5-star rating only increases conversions by 12%, but when looking at the graphic above, the incremental gains stack up to an amazing 230% conversion increase for products with 5-star reviews versus products without no reviews at all.

Ann Summers has an amazing 4.5 average star rating on their products. According to the graphics above, this means the brand should see a +218% increase in conversions from just showcasing product reviews on their product pages. Not too shabby!

We believe the numbers speak for themselves: Trustpilot Product Reviews can be an extremely powerful tool to increase your conversion rate, sales and overall marketing performance, and help customers make more informed decisions throughout the buying journey.

## How Ann Summers use reviews to improve and grow

Ann Summers’ mission is to provide their customers with the best products and customer experience they can possibly deliver. To do just that, they are continuously working on improving their products and user experience with the help of consumer insights.

One of the feedback sources their departments use to collect consumer insights are product reviews, which allow the company to highlight what works well, as well as the areas of development. This helps Ann Summers identify ways to grow and better the business.

Ann Summers’ customer service team also regularly looks at all their reviews and forwards the bad feedback to the buyers. The customer service team is in charge of flagging the overall trends, and labeling the reviews to pick up the most popular keywords. This gives them a better understanding of how the products perform individually.


Product analytics

Product performance

For example, the company recently found that some customers had trouble turning their products on and off, or couldn’t find where the charging point was. The product reviews helped them address this issue. They now offer product videos and instruction manuals to help out their customers.

Ann Summers also uses reviews to evaluate their third-party products and ensure they continue to sell the best products possible moving forward.

## Using reviews throughout their marketing

The Ann Summers’ marketing team uses Trustpilot reviews too. Indeed, they leverage their reviews and Trustpilot rating throughout all of their marketing channels. Since implementing reviews on their email channel, the marketing team has seen a higher engagement from all of their email subscribers.

The company really believes that their online reviews help them back up what they say about their own products. Since using Trustpilot, the business has seen a positive impact from __adding their reviews and ratings as an overlay to their product images__ both in the product list and on the product page.


product reviews on page

On-site reviews

Ann Summers - Product Reviews in email

Email newsletter

ann summers social proof product page

Product reviews on page

With so much commitment to Trustpilot Product Reviews, Ann Summers is securing a trusted, transparent future. 

Isn’t it time you joined them?

How Ann Summers used product reviews to increase sales by 230%

PL&Partners logo

boost ads performance with social proof

__Trustpilot: How is paid advertising done on social media?__

__Marcin Gasienica:__ Facebook and Instagram are ideal for reaching consumers worldwide in real time, and this applies to all companies regardless of their products or services.
Both platforms offer different tools to capture consumer awareness and make them want to click on an ad.

One of the great benefits of this type of advertising is that it allows us to track consumer behaviour very carefully, and it opens up new opportunities. Because we can follow consumers' digital footprints, we can tailor the ads to the purchase journey, which consists of three stages: the awareness, the reflection and the decision phase. Our data is very accurate, so we can figure out the consumer's next step as we know what stage of the journey he or she is in - it's not just guesswork.

__TP: What are the challenges your customers are facing in terms of paid advertising on social media?__

__MG:__ As far as this type of media is concerned, finding out everything about a specific person simply isn’t possible. Therefore, we can only form a general impression of consumers and work from there.

__TP: Why do you think trust is so important to your customers?__

__MG:__ Trust is the focal point of working with our customers. Our customers listen to our advice and have faith in us and in our work. And when confidence is in place, we can quickly address and deliver outstanding results. But trust is not only important to us - our customers also want to show their own customers that trust is paramount to them as they want to ensure they deliver the best possible experience.

__TP: How do your customers use Trustpilot and what improvements have they seen since leveraging social proof?__

__MG:__ Among our customers, we often see companies with online stores use Trustpilot's widgets and brand material (logo and stars) online and on other marketing channels. They all work towards improving their KPIs, such as conversion rates, bounce rate, and visitor time, which helps boost their sales. In addition, they gain better insights into their products and business so that they know what they are doing well, and where improvement is necessary.

Some of our customers leveraging Trustpilot are Shapeit.dk, UnoEuro and Flypenge. We tested ads with each one of their Trustpilot ratings.

Shapeit.dk is a family-owned company. It was founded in 2015 and specialises in fitness clothing for women. In addition to their online store, Shapeit.dk has two physical stores. When we ran ads for Shapeit.dk, we saw a 28% increase (from 127 to 163) in the number of clicks to the online store, and a 64% increase (from 292 to 479) in product impressions on ads with their Trustpilot rating.


shapeit.dk ads with trustpilot logo

We also tested ads for UnoEuro - a hotel launched back in 2004. In cases where UnoEuro's Trustpilot rating appeared in the ad, their click-through rate increased by 20%, and the number of purchases by 60%.


UnoEuro social proof on ads

Finally, we also tested ads for Flypenge.dk - a private company which airline passengers can turn to if their flights have been canceled, delayed or overbooked, and they would like help in claiming compensation.

The result of our test was that Flypenge.dk’s ads featuring their Trustpilot rating increased their click-through rate by 125% (see picture below). And their number of registrations increased by 400%.

Flypenge.dk uses social proof to boost ads performance

## Social media ads convert better with social proof

There are various ways to optimise ads on social media. With their expertise, PL & Partners have shown that social proof and trust signals are an effective tool for optimising social media marketing.

The three customer examples above show that social proof works especially well in the consideration and decision-making phase, as the increases were all seen on retargeting ads. 

For example, consumers that visited Shapeit.dk but did not buy anything were then exposed to retargeted ads from the company, as they’d previously shown interest in the brand and their products. 
This means that these consumers were in the last two stages of the purchase journey; the reflection and decision phase. 

In the final stages, it is less about the product and more about the brand itself, the consumer expectations and the customer confidence. By fulfilling these needs, a company can provide a good customer service and meet expectations. 

Confidence clearly plays a vital role in the decision-making process of potential customers. With confidence, you can deliver results faster whilst strengthening your reputation with Trustpilot reviews and ratings.

Trustpilot reviews bring businesses closer to their customers as they open up a dialogue, and provide companies with valuable insights into their customers' opinions. With good reviews and ratings, brands can build credibility and power their business forward.

If you’re looking to optimise ads by leveraging the power of social proof just like PL & Partners do with their own customers, just request a free Trustpilot demo below.




Social media agency PL&Partners show us how they boost ads performance with social proof

Noukie's logo

noukie s case study video trustpilot.PNG

Noukie s key benefits.PNG

### Building trusted customer relationships with Trustpilot
 
Since using Trustpilot, Noukie’s have considerably improved the way they work: the team understands how important it is to see things from the customer’s point of view, and the brand has found that reviews are a great way to identify the needs and wants of their customers.

Amaury explains:
“Most of our customers are new mums or pregnant women, so it’s very important for them to get third-party validation when they shop with us. Reading reviews from other customers really reassures them throughout the buying journey, and also helps them to pick the right products.”

To build trust at key touchpoints of the journey, Noukie’s showcase their reviews and TrustScore in a number of different places. Reviews can be found on the retailer’s homepage, on product pages, as well as at checkout.


Noukie s reviews on product pages.PNG

Noukie’s also share their stellar TrustScore in their email signatures, and in digital marketing campaigns. In fact, since obtaining Google Seller Ratings thanks to Trustpilot reviews, they’ve seen their traffic grow considerably, and their conversion rates skyrocket too. 

Finally, Noukie’s like to share flyers with their TrustScore both in-store and inside customers’ parcels.

### Delivering great customer experiences

But that’s not all Noukie’s do. Their marketing team has recently started using reviews to improve product descriptions, product shots, and any product-related issues customers might have had in the past.

They’ve also recently renamed their customer service team to “Customer Happiness”, and work hard on making sure the team is constantly trying to learn from feedback. 

In fact, they’ve recently been focusing on delivering better customer experiences. About 9 months ago, Noukie’s had a great 4/5 TrustScore, and decided to start spending more time identifying key areas of development and working towards better customer service. Today, Noukie’s have reached an incredible 4.5/5 TrustScore from over 5,600 reviews.

“Overall, Trustpilot has been a great tool to help us develop the eCommerce side of the business. It’s also been amazing at helping us grow our community and improve customer retention, customer satisfaction, and communication,” explains Amaury. 

If you’re looking to learn from feedback and deliver better user experiences just like Noukie’s do, just request a free Trustpilot demo below.






How Noukie’s use Trustpilot to deliver better experiences

Looka logo

How social proof helps Looka shine as a new brand in a new industry

Trustpilot x Looka Case Study

Looka's business statistics from using Trustpilot

Looka's Key Benefits from Using Trustpilot

## Why a trustworthy brand reputation matters to Looka

The team at Looka has a singular goal: to make great design accessible and delightful for everyone. 

Small business owners turn to their platform as a trusted design tool in the first crucial steps of their entrepreneurial journey. Rather than seeking out a designer, customers use Looka’s [logo maker](https://looka.com/logo-maker/) to take [creating a brand identity](https://looka.com/) into their own hands. 

And they need to trust that by using Looka’s service, they’ll get a beautiful design that represents their unique business. 

## Boosting recognition and awareness after rebranding

Looka is still a young pup of a company. Because it was only founded in November 2016 (with the name “[Logojoy](https://looka.com/rebrand/)”), and subsequently rebranded in May 2019, they thought it would be an uphill battle to gain the entrepreneurial community’s trust.

They realized that a typical entrepreneur would approach their company with a skeptical eye. They might subconsciously ask themselves all sorts of questions, including:

- Will Looka take my money and run? 
- Will they deliver all the logo files that were promised? 
- Will Looka’s customer success team be available for post-purchase support?



How Looka works

## Building trust in a new industry

To further complicate matters, Looka’s industry barely existed until this decade.

Back then, logo makers were unsophisticated, with the quality of designs falling around amateur at best. So it’s safe to say that the logo-making industry needs a publicist. It needs to inspire more trust.

By contrast, graphic designers have historically inspired plenty of trust. They were able to work closely with entrepreneurs (in person, over the phone, via email) and hold their customer’s hand throughout the process.

They could answer specific design-related questions and provide the logic for their proposals. The designer may have also held a fancy degree or had previous clients to use as references.

Unfortunately but understandably, Looka’s graphic design platform doesn’t offer any of this. So they needed their customer reviews on Trustpilot to give prospective customers reassurance that:

- They truly didn’t need any design skills to create their logo
- They could make changes to a design after buying a logo package
- They could really design a logo in under an hour
- They were getting a cost-effective solution to get a logo designed
- They'd be getting higher quality designs than the competition
- They'd have an unlimited number of logos to choose from



Looka Customer Review Highlight Reel

Looka has had to scale a mountain when it comes to building trust in a new industry with a brand new identity. But thankfully...

## Trustpilot verified reviews to the conversion rate rescue.

Funnily enough, Looka stumbled upon Trustpilot. They were researching [Google’s guidelines](https://support.google.com/google-ads/answer/2375474?hl=en) about the third-party companies it trusts when deciding whether to give a company [Google Seller Ratings](https://business.trustpilot.com/reviews/why-wont-my-google-seller-ratings-show-up-and-4-other-gsr-questions), and Trustpilot seemed to be the most credible of all the options available.

Because Looka had accumulated close to a million customer signups (and 50,000 purchasers) at the time, they knew they could use Trustpilot’s manual [review invitation](https://support.trustpilot.com/hc/en-us/articles/201765266-Manually-invite-your-customers-to-write-reviews) feature, allowing them to retroactively email past customers en masse to kickstart their success even before putting [automatic review invitations](https://support.trustpilot.com/hc/en-us/articles/213703667-Automatic-Feedback-Service-AFS-2-0-setup-guide) in place.

And that’s exactly what they did when they first joined Trustpilot, and they gathered an impressive 1,000+ verified reviews in just one month.

Looka Review Invitation Best Practices

The team at Looka made sure to employ best practices in their email invitations, which ensured that their conversion rate for review responses was as high as it could possibly be.

First, they kept the email super short and to the point. Second, they let them know it would only require two minutes of their time. Turns out response rates skyrocket when you manage expectations and respect busy schedules.

As a result of this influx of new verified reviews, any time a prospective customer would Google “Logojoy reviews” or “Looka reviews,” they’d see Looka’s Trustpilot listing pop up.

And since Looka’s average review has consistently been over 4.5 stars, prospective customers instantly saw that they can use the platform with confidence, increasing Looka’s signup-to-purchase conversion rate.

On top of these rapid improvements to their online reputation, Trustpilot also adds value to many distinct teams at Looka.

## The customer success team: Striving for perfection in all areas of the business

The customer success team at Looka uses Trustpilot [reviews and insights](https://business.trustpilot.com/reviews/learn-from-customers/turning-reviews-into-revenue-how-to-get-insights-from-your-feedback) as a way of gathering feedback on all areas of the business (positive or negative). They then action this feedback by making recommendations on how they could tweak the product features, marketing messaging, or customer interactions.

Their internal recommendations can be as minor as editing a couple of words on Looka’s website. One example would be changing “business cards” to “business card designs,” so that customers aren’t misled into thinking they’re getting physical cards mailed to them.

Or it could be as complex as developing a new product feature that allows someone to use a monogram symbol as the first letter of their company name in a logo design. In fact, many of Looka’s newest and most well-liked product features started out as a suggestion in a Trustpilot review.

Finally, taking the time to respond to reviews daily gives Looka’s customer success team a chance to follow up on issues that may have been missed in other chats or emails. Responding to all reviews (both 5 star and 1 star ones) brings the team closer to their customers by allowing them to [have an open dialogue](https://business.trustpilot.com/reviews/learn-from-customers/5-reasons-why-customer-experience-is-the-pulse-of-every-business) after purchase.

The customer success team doesn’t just see these responses as a form of engagement. They see it as a way to inspire trust in potential customers — and let them know they care about them every step of the way.

Looka uses Trustpilot reviews to improve their customer experience

Customer Success Example from Looka

## The marketing team: Social proof helps build a brand customers can feel confident buying from

The marketing team at Looka makes the most of the Trustpilot widget in every way possible. From Google Seller Ratings, [Review Snippet stars](https://business.trustpilot.com/reviews/why-does-google-care-if-your-business-has-online-reviews-in-2019) in organic search, and [TrustBoxes](https://business.trustpilot.com/features/trustboxes) on landing pages, to quotes from the [Image Generator](https://support.trustpilot.com/hc/en-us/articles/115010415047-Style-review-content-with-images-and-share-it-on-social-media) on social media.

Simply put, Looka wants their prospects to know they’re in safe hands. Showing off the great experiences of their recent customers is a great way to do that.

It’s all about the social proof for the marketing team. [Social proof](https://business.trustpilot.com/reviews/build-trusted-brand/what-is-social-proof-and-why-is-it-important-for-marketing) is the influence that the actions and attitudes of the people around us (either in real life or online) have on our behavior. The "proof" element is the idea that if other people have done it and it went well, it must be correct.

So if people are buying from Looka and rating them with five stars, then people who have never used a logo maker are more likely to do the same.

### Google Search Network: Seller Ratings lead to more sales for Looka

Every day, Looka spends thousands of dollars on Google Ads. Other industry players do the same, so the competition is fierce to say the least.

With Google Ads, the name of the game is to outcompete your competitors on CTR (click-through rate) and ROAS (return on ad spend). Getting [Google Seller Ratings](https://business.trustpilot.com/reviews/how-to-land-great-reviews-and-boost-your-google-seller-rating) had a big impact on both of these metrics for Looka.

Let’s start with CTR. You wouldn’t be shocked to hear that a prospect is more likely to click an ad if it includes 4.5 bright yellow stars (with the reassurance that this is the average rating of hundreds of reviewers). So it leads to a higher CTR.

With this higher CTR, Google assigns you a [higher quality score](https://www.wordstream.com/quality-score) (a grade out of 10 that rates the relevance of your ad to the search and searcher).

With a perfect quality score (10/10), you can achieve up to a 50% discount on ad inventory over an “average” competitor. And it doesn’t take a mathematician to figure out that a 50% reduction in your ad costs will lead to a higher return on ad spend.


Seller Ratings earned through Trustpilot lead to more sales for Looka

Looka Seller Ratings Example

### SEO: The sky's the limit with star ratings in organic search

For Looka, cultivating a presence on a third-party review site was a great move for [off-page SEO](https://business.trustpilot.com/reviews/why-does-google-care-if-your-business-has-online-reviews-in-2019) and building up credibility in the eyes of almighty search engines.

As a newer brand, growing their presence on Trustpilot helped them show off their authority, relevance, and trustworthiness to Google, leading to a steady increase in their organic rankings, especially around key search terms for their business like "logo maker". 

When potential customers type "Looka" or "logo maker" into Google, they're likely to come across Looka's business profile page on Trustpilot at the top of organic search results, complete with trustworthy review snippet stars. On top of additional clicks through to their site from their Trustpilot profile, this kind of brand authority even moves the needle for their overall organic SEO strategy. 

### Landing pages: Tipping them over the edge at the moment of truth

There’s a concept in marketing called “[moments of truth](https://en.wikipedia.org/wiki/Moment_of_truth_(marketing)),” which was first coined by the CEO of Procter & Gamble, A.G. Laffley. These are the most important touch-points you have with your audience — ones where you can truly earn their loyalty and see an increase in engagement.

For Looka, one of those moments of truth [occurs on their landing pages](https://business.trustpilot.com/reviews/build-trusted-brand/5-ways-to-win-the-zero-moment-of-truth-with-reviews) when they ask people to start designing a logo by typing in their company name.

At this point, customers may have many objections. Will this take hours? Do I have to sign up for an account? How much will I have to pay? Do I need any design skills?

Looka tries to address as many objections as possible through clear and educational copy. But there’s one objection that no amount of copy can address: have other customers had a positive experience using Looka?

That’s why Looka turns to TrustBoxes to make their [landing pages more trustworthy](https://business.trustpilot.com/reviews/5-ways-to-instill-trust-on-your-landing-pages-to-increase-conversions). They’re beautifully designed, mobile-responsive, clickable, and strike the fine balance between attention-grabbing and subtle. Most importantly, they provide all the social proof we need during a crucial moment of truth.

As a result, Looka gets a higher visitor-to-signup conversion rate by having these present under each of their CTAs.


Looka boosts CTA conversions with social proof thanks to Trustboxes

## The operations team: Getting the top 1% talent to sign on the dotted line

When the operations team is trying to attract and retain top talent, they’re often asked about whether they’ve achieved product-market fit. Since many candidates won’t have heard about Looka before interviewing there, they want to know that we have a large and passionate customer base.

The best way to prove this out is to show off their Trustpilot reviews with the carousel widget. The carousel widget pulls in the 25 most recent 5-star reviews, with a timestamp, the customer name, the title, and details of the review. The timestamp, while subtle, lets candidates know that Looka is selling hundreds of logo packages every day.

While Looka can’t prove what impact the carousel widget has on the quality and quantity of applications, they’re willing to bet that having Trustpilot reviews on their careers page helps us attract more of the top 1% of talent in Toronto.



Reviews on Careers page

## The product team: Removing the most painful pain points

The product team looks at any one or two star reviews to make sure there are no recurring bugs or major pain points that multiple customers are experiencing.

As soon as they identify any such cases, they’ll log them in Asana as a bug and have a developer look to squash the bug ASAP.

The below example perfectly summarizes an example where there’s a bug that we wouldn’t have been able to catch and action without the help of (unfortunately but fortunately) [negative reviews](https://business.trustpilot.com/reviews/5-reasons-why-you-shouldnt-remove-negative-feedback) on Trustpilot.



Product team uses reviews to fix pain points

## Unlocking business development opportunities through customer feedback

Looka has also been able to prove to potential business development partners that they truly are best-in-class by comparing their Trustpilot rating with their competitors. 

Doing so has allowed them to develop an affiliate partnership with Wordpress.com, which has unlocked significant growth.



How reviews lead to business development and growth

## Looka powers their innovative business forward with customer reviews

As a company that’s just shy of its third anniversary, Looka faces the same challenges that other young companies face.

One of their primary challenges is product innovation — finding ways to stay ahead of the curve and be able to compete against their competitors in the design space.

As their product evolves, Looka’s main focus is maintaining customer happiness. The team at Looka understands that they wouldn’t be where they are today without them, so they’re constantly aiming to support and educate them as they change moving forward.

Ready to take a page out of Looka’s book and make customer reviews work for all aspects of your business? Create a Trustpilot free account on the link below.

EventyrSport logo

Eventyrsport x Trustpilot Video Case Study (DK)

Eventyrsports key benefits of using Trustpilot

Eventyrsport Key Benefits v2

### Creating a stellar customer experience for online shoppers

Believe it or not, Lars personally reads every single review left about Eventyrsport on Trustpilot. And why is that?

Because he believes that internalizing customer feedback is the only surefire way to futureproof a business and offer the best customer experience possible. After all, even the occasional bad review creates an opportunity for eCommerce greatness.

According to Lars and his team, negative reviews can be a huge help when it comes to spotting and correcting minor business issues before they become full fledged problems. And we couldn’t agree more.

In fact, this commitment to customer experience is alive and well across the whole organization at Eventyrsport. The team has a very high bar for customer experience, and they’re well aware that online shoppers care very much about the experiences of those who shopped before them.

That’s why Eventyrsport decided to use Trustpilot in their marketing materials to show off their excellent reputation at the very top of the buying journey. From their cross channel ads, newspapers and newsletters, to the prime real estate on their website — they put what customers are saying about their business front and center.

And because they’re aware that even customers shopping in their retail locations are likely to to do [online research](https://business.trustpilot.com/guides-reports/build-trusted-brand/6-ways-to-make-trust-your-essential-brand-differentiator) while in store, Eventyrsport has started featuring their customer feedback from Trustpilot reviews throughout their retail displays.

With their eight year commitment to customer experience and building trust with online audiences, we have no doubt that Eventyrsport is on the road to future proof success in eCommerce.



Eventyrsport Trustpilot Case Study Video

How Eventyrsport offers a stellar eCommerce customer experience with reviews 

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

Greator-Schriftzug

Greator-Logo

Mit Trustpilot hat sich Greator einen soliden Partner an seine Seite geholt, um mithilfe von Kundenfeedback seine Vertrauenswürdigkeit unter Beweis zu stellen.

## Kundenfeedback als Maßstab für Qualität
Die Entscheidung zu Trustpilot zu kommen, fiel ihnen leicht, berichtet Jens Echterling, Chief Product Officer bei Greator. Denn der Coaching-Anbieter setzt auf Qualität, und die Antwort auf die Frage, was Qualität konkret bedeutet, ist bereits in einem von insgesamt [sechs Grundwerten, die das Fundament seiner Unternehmenskultur bilden](https://greator.com/unsere-story/unser-team-kultur/), verewigt: „Community Success“, der gemeinschaftliche Erfolg, steht für Greator im Zentrum seiner Arbeit, weshalb es bei Verbesserungen seines Angebots und der künftigen Ausrichtung seines Unternehmens stets die Stimme des Kunden berücksichtigt. Indem es mit Trustpilot Bewertungen sammelt, signalisiert es, dass Lob und Kritik gleichermaßen wertgeschätzt und ernstgenommen werden. Die Nutzung von Trustpilot war daher ein logischer Schritt: 


Zitat von Jens Echterling, CPO bei Greator

Jens Echterling, CPO bei Greator

Chief Product Officer bei Greator

## Mit Bewertungseinladungen und Tags schnell zu messbaren Erfolgen
Um möglichst schnell die ersten Bewertungen zu sammeln und einen Eindruck von der Zufriedenheit seiner Kunden zu gewinnen, nutzte Greator bei der Implementierung von Trustpilot parallel beide verfügbaren Optionen für das Sammeln von Bewertungen: Neben dem Versand automatischer Bewertungseinladungen per E-Mail an Neukunden lud das Unternehmen zusätzlich auch seine bestehenden Kunden, die seine Dienste bereits in der Vergangenheit in Anspruch genommen hatten, zur Abgabe von Servicebewertungen ein und konnte sich mit dieser Strategie innerhalb kürzester Zeit über eine rasch steigende Zahl von Bewertungen freuen.


Greator nutzt automatische und manuelle Bewertungseinladungen, um die Meinung seiner Kunden möglichst umfassend abzubilden.

Manuelle und automatische Bewertungseinladungen von Greator

Dabei war und ist es Greator wichtig, nicht nur die allgemeine Kundenzufriedenheit mit seinem gesamten Portfolio im Blick zu behalten, sondern auch die individuelle Performance seiner einzelnen Angebote zu messen. Das vielseitige Spektrum umfasst u. a. Online-Programme für die persönliche Weiterentwicklung und die Ausbildung zum Greator Coach sowie Live-Events wie der Live Coaching Day und das jährliche Greator Festival. Ein weiteres Argument, das für die Nutzung von Trustpilot sprach, ist daher die mühelose Analyse von Bewertungen verschiedener Produkte, indem Kundenfeedback mithilfe von Tags in verwertbare Erkenntnisse aufgeschlüsselt werden kann.


Zitat von Jens Echterling

## Kunden als Markenbotschafter – Social Proof als vertrauensbildendes Element bei der Neukundenakquise
Wer Großes erreichen will, darf nicht klein denken. Befeuert von dieser Überzeugung nutzt Greator sein Kundenfeedback jedoch nicht nur zu Analysezwecken, sondern macht seine Kunden darüber hinaus auch zu Markenbotschaftern, indem es aussagekräftige Bewertungen mithilfe von Widgets prominent auf einer [eigens dafür eingerichteten Seite mit Erfolgsgeschichten](https://greator.com/kundenfeedback/) zur Geltung bringt. Darüber hinaus präsentiert das Unternehmen seine Gesamtbewertung und die Zahl seiner Bewertungen im Footer sämtlicher Seiten seiner Website, und auch in seinem wöchentlichen Newsletter und in Marketing-E-Mails kommen regelmäßig TrustBoxes zum Einsatz.

Denn der Coaching-Experte weiß, dass Mundpropaganda und die Meinungen Gleichgesinnter eine wesentlich größere Überzeugungskraft entfalten als alle noch so ausgefeilten Marketingbotschaften. So kann die Präsentation von Kundenfeedback enorm dazu beitragen, unentschlossene Seitenbesucher von der Vertrauenswürdigkeit eines Unternehmens zu überzeugen und zur Nutzung seines Angebots zu veranlassen – eine Tatsache, die besonders Akteure in sensiblen Geschäftsfeldern wie dem Life Coaching nicht unterschätzen, sondern zu ihren Gunsten nutzen sollten. 
Greator tut das, indem es potenziellen Neukunden, die womöglich zögern, sich auf ein Coaching einzulassen, durch aussagekräftigen Social Proof demonstriert, dass die überwiegende Mehrheit seiner Kunden von diesem großen Schritt immens profitiert hat: „Das Vertrauen unserer Kunden in uns soll nicht rein von unserer Überzeugung getragen werden. Vielmehr soll es durch selbst durchlebte transformierende Erfahrungen bestehender Kunden bestätigt werden“, unterstreicht Jens Echterling.


Geballter Social Proof auf einer eigens eingerichteten Seite: Greator demonstriert potenziellen Kunden, dass sie seinen Coaching-Angeboten vertrauen können.

Screenshot der Erfolgsgeschichten-Seite auf der Website von Greator im September 2021

Erfolgsgeschichten-Seite auf der Website von Greator

## Mit einem Trustpilot-Profil von der Vertrauenswürdigkeit eines etablierten Bewertungsportals profitieren
Doch das ist noch nicht alles: Kunden, denen der auf der Website präsentierte Social Proof noch nicht genügt und die klare, messbare Fakten zu schätzen wissen, gibt Greator durch die Verlinkung zu seinem [Trustpilot-Unternehmensprofil](https://de.trustpilot.com/review/greator.com) die Möglichkeit, sich von aussagekräftigen Zahlen überzeugen zu lassen, die belegen, dass 85 % der Greator-Nutzer seine Coachings als „hervorragend“ oder „gut“ bewerten. 


Klare Fakten für Verbraucher: Mit seinem Trustpilot-Unternehmensprofil signalisiert Greator größtmögliche Transparenz und schafft Vertrauen.

Sterneverteilung nach Bewertungsquelle auf dem Trustpilot-Unternehmensprofil von Greator

Zudem liefert das Profil allen Verbrauchern, die sich für Greator interessieren, einen detaillierten Überblick darüber, wie das Unternehmen Trustpilot in den letzten 12 Monaten genutzt hat, woher die Bewertungen des Unternehmens kommen, wie sich seine Sternebewertungen je nach Quelle unterscheiden, wie viele Bewertungen es gemeldet hat und ob diese gemeldeten Bewertungen tatsächlich gegen die Trustpilot-Richtlinien verstoßen haben. 

## Kommunikation ist keine Einbahnstraße – Beziehungsarbeit als fester Bestandteil der Unternehmensstrategie
Wer sich um Transparenz bemüht und offen zur Abgabe von Bewertungen einlädt, muss natürlich auch mit unvorteilhafter Kritik rechnen. Doch selbst an negativen Bewertungen können Unternehmen wachsen, wenn sie ihre Komfortzone verlassen und sich nicht scheuen, den Dialog mit unzufriedenen Kunden zu suchen. Aus diesem Grund kümmert sich bei Greator ein eigens gegründetes Customer Happiness Team um sämtliche Kundenanfragen und behält neu eingehende Bewertungen stets im Blick, um schnell auf eingehendes Feedback reagieren zu können und vertrauensvolle Kundenbeziehungen aufzubauen. Auf diese Weise kann der Coaching-Experte damit glänzen, dass er [97 % seiner bis dato eingegangenen 1- und 2-Sterne-Bewertungen üblicherweise innerhalb von zwei Wochen oder schneller beantwortet](https://de.trustpilot.com/review/greator.com?utm_medium=trustbox&utm_source=Grid). Denn Kommunikation ist keine Einbahnstraße, wie Jens Echterling betont: „Jedes Feedback hilft uns dabei, unsere Produkte stetig zu verbessern. Gerade kritisches Feedback ist uns enorm wichtig, um mögliche Mängel aufzudecken. Dort suchen wir meist direkt im Anschluss das Gespräch mit den Kunden, um Probleme oder Missverständnisse zu klären.“

## Mit Trustpilot nach den Sternen greifen – auf dem Weg zur weltweit führenden Coaching-Plattform 
Und was hat sich Greator für die Zukunft vorgenommen? Nichts Geringeres, als nach den Sternen zu greifen: Um möglichst viele Menschen auf ihrem Weg zu begleiten und sie, so das erklärte Ziel des Unternehmens, „in ihr volles Potenzial zu bringen“, möchte Greator dasselbe für sich selbst erreichen und die weltweit führende Coaching-Plattform werden – in der festen Überzeugung, dass es diesen Plan auch verwirklichen wird. Mit seiner Entscheidung für Trustpilot, dem universellen Symbol für Vertrauenswürdigkeit und dem weltweit führenden Bewertungsportal, hat sich Greator einen soliden Partner an seine Seite geholt und einen weiteren wichtigen Schritt in diese Richtung getan. 

Wenn Sie mehr darüber erfahren möchten, wie auch Ihr Unternehmen seine Vertrauenswürdigkeit mit Trustpilot unter Beweis stellen und positive Ergebnisse erzielen kann, dann fordern Sie einfach eine kostenfreie Beratung an.


Jetzt unverbindliche Trustpilot-Beratung anfordern

So nutzt die Coaching-Plattform Greator ihre Bewertungen, um ihr volles Potenzial zu entfalten

AllClear header

AllClear Header Image

## Schlüsseldaten zu AllClear Travel Insurance
- TrustScore von 9,4
- Über 20.000 Bewertungen 

(Stand Nov. 2018)

## Warum haben Sie sich für Trustpilot entschieden?

„Der Abschluss einer Reiseversicherung kann sich sehr emotional gestalten. Besonders dann, wenn jemand erst kürzlich eine Krankheitsdiagnose erhalten hat oder von einer anderen Versicherung abgelehnt wurde.“

„Trustpilot ist von wesentlicher Bedeutung, weil es uns zusätzliche Glaubwürdigkeit verleiht. Zu lesen, was Menschen über uns schreiben, nachdem sie eine Versicherung bei uns abgeschlossen haben, ist sehr berührend. Es zeigt uns, was wir bewegen und wie wir unseren Service in Zukunft noch verbessern können.“

## Was sind die größten Vorteile, die Trustpilot Ihnen bietet?

„Die Glaubwürdigkeit von Kundenbewertungen war der wichtigste Grund, weshalb wir uns für Trustpilot entschieden haben. Wir fühlen uns geehrt, diese unabhängige Bestätigung von unseren Kunden zu erhalten. Für unsere Kunden ist es wichtig, zu erleben, dass Menschen in ähnlichen Situationen unseren Service in Anspruch genommen haben. Das kann für andere Reisende mit Erkrankungen inspirierend sein.“

## Inwiefern hat Trustpilot Ihnen dabei geholfen, das Vertrauen neuer und bestehender Kunden zu gewinnen und zu stärken?

„Ich glaube, bei einem Produkt wie unserem, dessen Erwerb emotional belastet sein kann, signalisieren unsere Bewertungen potenziellen Interessenten, dass schon andere Menschen in einer ähnlichen Lage uns ihr Vertrauen geschenkt und unsere Dienste in Anspruch genommen haben.“

„Und da es sich aufgrund von Erkrankungen oft schwierig gestaltet, einen Versicherungsschutz zu bekommen, ist es hilfreich, wenn unsere Kundenbewertungen belegen, dass unser Verfahren unkomplizierter ist als erwartet.“

## Welche Probleme hat Trustpilot gelöst?

„Wir waren auf andere Unternehmen mit Google-Verkäuferbewertungen aufmerksam geworden – und ursprünglich wollten wir einfach mit ihnen gleichziehen.“

„Aber dann hat sich das Ganze verselbstständigt. Mehr und mehr Menschen schrieben, wie sehr wir ihnen geholfen haben, indem wir ihnen einen Versicherungsschutz boten, den man ihnen andernorts verweigert hatte. Es war inspirierend, das zu lesen, und es deckte sich so gut mit unseren Überzeugungen. Unser Profil wurde zu einem großartigen Testimonial.“

## Wie hat man innerhalb Ihres Unternehmens auf die Kooperation mit Trustpilot reagiert?

„Wir stellen regelmäßig fest, dass unsere Bewertungen im gesamten Unternehmen gelesen werden, um in Erfahrung zu bringen, wo wir stehen und wie gut unser Service ist. Selbst unser CEO beschäftigt sich aktiv mit unseren Bewertungen und antwortet gelegentlich persönlich auf Bewertungen, die auf ein Problem aufmerksam machen.“


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