Case Study: Boots achieves customer advocacy by turning unhappy customers into advocates with Bazaarvoice Conversations

Boots Uses Bazaarvoice Best Practices To Turn Unhappy Customers Into Advocates

Boots, a leading pharmacy-led health and beauty retailer with nearly 2,500 stores, wanted to turn occasional negative reviews into opportunities to improve customer experience and build loyalty. The challenge was to increase conversations with customers online and ensure timely, authentic responses that could restore trust and drive purchase intent.

Boots rolled out Bazaarvoice Conversations and adopted best-practice response policies—authentic, timely, and helpful replies including apologies, refunds/exchanges, and guidance. The result: negative reviews at Boots are lower than the Bazaarvoice average (10% vs. 18%), two-thirds of online visitors engage with reviews, conversion rates have risen for those who read reviews, and responsive handling has repeatedly turned dissatisfied customers into advocates.

Boots

Bonnie Berrio

Customer Service Specialist, Boots