Case Studies / Analyze, Canada, Consumer Electronics, Create, Engage, Mass, North America, Optimize

Champion your brand online.

SUMMARY

Premium Online Brand Champions take control of the product page, engaging with consumers to ensure satisfaction and alleviate the impact of negative reviews. 

4
years of coverage
111K+
brand responses
18
retailers

Challenge

Today’s buyer is fact-finding for tomorrow’s shoppers. Consumers turn to reviews of other shoppers to inform their brand preference, purchase decisions and even the amount of money to spend.

What We Did
Assisted Selling
Brand Advocacy
Digital
Insights
Omnichannel
Strategy

Execution

Premium’s online brand champions educate consumers, improve customer experience, and decrease returns. They answer simple and complex product feature questions. They provide reassurance to agitated customers or those feeling in over their heads. They offer tips and tricks to ensure the customer understands how to utilize the entire value of their purchase.   

We know shoppers search online for product information – whether standing in a store or sitting on the couch at home. And they don’t stop at the information provided directly by a retailer or brand page. Consumers across all categories do their homework regardless of where they buy – checking ratings, reviews, and unfiltered product photos.  

Consider the widespread impact on a brand’s reputation and sales when reviews and questions go unanswered. It can take only a couple of weeks for over 1,000 customers to go unanswered across a line of products. 

 

Bazaarvoice reviews
Shoppers who engage with reviews deliver +138% conversion and +159% in per visitor revenue.

 

A pioneering client first invested in Premium’s online advocacy solution in 2016. Since then, Premium’s Online Champion has authored 111K+ brand responses on Amazon and ten other retailers aggregated by Bazaarvoice. 

Leveraging the product expertise of a dedicated team delivers immediate impact to brand presence across e-commerce. Generally, responding to post-purchase customer reviews is 70-80% of bandwidth. The other 20-30% are product questions coming from consumer prospects looking for reliable answers.  

At the height of online shopping during the pandemic, our team stepped in to respond to 5,000 unanswered product questions and 11,000 unanswered priority reviews for US and Canadian retailers. Once the initial optimization of legacy content across 15+ retailers has been completed, the standard protocol assumes we engage with new consumer posts within 24 hours.

Our brand advocates provide regular reporting on online feedback trends to proactively inform product, social media, and customer support teams surrounding the brand. Taken a step further, insights derived from consumers’ digital exhaust can drive scripting for in-store talking points as well as new content for product detail pages, YouTube, or product knowledge forums. 

Most importantly, when you anticipate and address shoppers’ needs before, during, and after their purchase, you provide the personalized experience they’re looking for.   

Contact us for additional details or read more in our Premium On Demand case study. 

We did it for major consumer electronics companies. See how we can do it for you.

"Premium has provided my program with excellent dedicated training and market management team, helping us grow our business in sales and mindshare."
– 

North American store power.

Our Creative approach both in-store and online enabled Premium to increase Blue Shirt communication and participation in trainings for Logitech.

SEE HOW WE DID IT

Complex tech installs.

Over two weeks, Premium’s Level 2 merchandising team installed new Smart Home displays across 900 Best Buy stores. Premium received global recognition from our client after completing the execution.

SEE HOW WE DID IT