Case Study: BLACK+DECKER boosts customer advocacy with Feefo

Black+Decker boosts customer advocacy with Feefo and 7,000+ reviews

The customer Black+Decker, a global manufacturing powerhouse, understood the vital role of customer advocacy in decision-making. Their challenge was to generate impactful reviews and build a community of trusted advocates, especially for new product launches where reviews are typically absent. To address this, they partnered with the vendor Feefo and utilized its Feefo Launch service to fast-track review collection.

The solution implemented by Feefo involved recruiting a panel of reviewers to provide feedback before a product launch, ensuring reviews were visible from day one. Black+Decker also used Feefo's Ask an Owner feature to facilitate peer-to-peer interactions. This strategy resulted in over 7,000 collected reviews and a dedicated community of 1,500 advocates. For a new steam-mop launch, 100% of customer questions were answered within 48 hours, and the campaign achieved a 0% bounce rate for visitors searching with the keyword 'review'.

Black+Decker