Case Study: Homax enhances brand reputation and boosts sales by engaging retail shoppers with Bazaarvoice Connections

Homax Enhances Brand Reputation With Consumers And Retail Partners

The Homax Group, Inc., a North American consumer-packaged-goods company with over 1,000 home-improvement products (including Goo Gone and Magic), faced a shift from call-center support to digital-first customer interactions. As consumer reviews and questions on retail partner sites began to drive buying decisions, Homax needed a way to protect brand reputation, support retail partners, and glean customer insights to improve products and messaging.

By joining Bazaarvoice Connections, Homax began responding directly to shopper questions and reviews on retail sites, developed response best practices, and routed insights to Customer Care, R&D and brand teams. With a small Insights & Social Listening team spending under 10% of their time on Connections, the company boosted customer service, positively influenced sales, strengthened retail relationships, and plans to expand the program and embed social insights across the business.

HOMAX

Ray Mazur

CIO, Homax