Case Study: L’Oréal achieves a 30% increase in retail conversions with Bazaarvoice Ratings & Reviews

L’Oréal Australia drives omnichannel strategy with the voice of the customer

L’Oréal Australia, which sells more than 25 beauty brands including Kiehl’s, Lancôme, Maybelline and Giorgio Armani, needed to drive more global sales by giving shoppers the confidence to buy across complex, non-linear omnichannel journeys. The challenge was to make authentic customer opinions available consistently across brand sites, retail partners and other touchpoints so customers could research and purchase with trust.

L’Oréal used Bazaarvoice Ratings & Reviews and the Bazaarvoice Network to collect and syndicate thousands of reviews across brand and retailer sites (a network of 5,700+ sites), even seeding launches with existing content (Maybelline Australia imported 11,000 reviews). The result: significantly higher engagement and conversions — Kiehl’s sees nearly 500% higher conversion when visitors read reviews, Lancôme recorded a 30% lift on Debenhams, Maybelline shared ~2,000 reviews with retailers, and email campaigns using reviews drove 4–6% higher open rates and stronger click-throughs.

L’Oréal

Amanda Green

Director of E-Commerce