Stanley doubles volume of reviews with Emplifi

Founded in 1913, food and beverage container brand Stanley offers consumers everything from day-to-day tumblers to cookware for camping and hiking. With such a wide assortment of products and an active, engaged online community, the Stanley team was looking to migrate from PowerReviews to a more robust and streamlined customer feedback software. To enhance its ratings and reviews strategy and boost review coverage from diverse sources, Stanley switched to Emplifi.

‍Improving review strategy with better features and support

Stanley’s eCommerce team was able to smoothly transition to Emplifi from PowerReviews, adding in new, easy-to-manage sources of customer feedback like on-site Community Q&A sections.

The brand’s team uses Q&A both to help customers better understand product offerings and to improve information on product pages for an improved shopping experience. Stanley customers are highly engaged in Community Q&A; 98% of customer questions have at least one answer, and 75% of those answers come from customers rather than the Stanley team – saving the team time.

Compared to PowerReviews, Emplifi offers the Stanley team a stronger support system as well as more detailed data and insights into the success of the brand’s Ratings & Reviews strategy. With this insight, Stanley’s team was able to increase review volume by 100% year-over-year, and design its highest-converting emails featuring review content from satisfied customers.

Integration with Stellar for faster review coverage

Stanley uses Stellar’s review seeding program to recruit consumers to test out and provide reviews on products before they go to the market. The eCommerce team is then able to directly publish those reviews on-site via Emplifi, providing social proof for brand-new products.

With Emplifi and Stellar’s seamless integration, Stanley’s team is able to run these sampling campaigns and launch reviews live on-site in under four weeks.

Unlocking additional value from customer feedback

Offering a variety of products catering to outdoor activities, the Stanley eCommerce team builds custom review subdimensions through the Emplifi platform to better understand how customers are using those products. Shoppers can then filter reviews based on different factors like durability and primary use.

In addition to traditional reviews, product sampling, and Community Q&A, Emplifi powers Stanley’s review syndication efforts across multiple retailers as well as an on-site pinboard of Checkout Comments.

The Emplifi team continues to support Stanley’s team in harnessing a high volume of diverse customer feedback as the brand experiments with new ways to showcase that positive sentiment across its marketing channels.