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<h2>Introduction&nbsp;</h2>The Fragrance Shop is the UK’s largest independent fragrance retailer. Established in 1994, and now showcasing over 130 brands, The Fragrance Shop operates 177 stores nationally, with a mission to make mainstream and luxury fragrance available to all.&nbsp;<h2>The challenge&nbsp;</h2>As part of its growth strategy, the company tasked Feefo with providing a solution to improve the customer experience and online conversions.&nbsp;&nbsp;The Fragrance Shop implemented Feefo’s reviews solution to hear from customers, in order to provide a better service and use feedback to improve online conversions.&nbsp;<h2>The solution&nbsp;</h2>As a core value, maintaining exceptional service was crucial as The Fragrance Shop expanded. To achieve this, the company invited every customer who had completed a transaction to leave their valuable feedback.&nbsp;&nbsp;Using the powerful Feefo feedback suite, The Fragrance Shop was able to track, analyse and respond to reviews, using feedback as a platform to demonstrate outstanding after-sales service. By attributing feedback to each customer, The Fragrance Shop was able to improve its offering, both online and in-store.&nbsp;<h2>The results&nbsp;</h2><h3>Sales built on trust&nbsp;</h3>The Fragrance Shop needed to ensure that potential customers were confident in their buying decisions. Feefo identified key areas of The Fragrance Shop’s website to implement trust signals, such as its Feefo Service Rating, and reviews on product pages. By displaying its commitment to collecting only genuine reviews, The Fragrance Shop saw an improvement in sales.&nbsp;<ul><li>Total sales increased by 9.4%</li><li>Like-for-like sales increased by 5.5%</li><li>Website traffic increased by 38%&nbsp;</li></ul>

Customer Operations Manager, The Fragrance Shop

<h3>Improved AdWords campaigns&nbsp;&nbsp;</h3>In such a competitive industry, standing out from the crowd was critical. Feefo identified an opportunity to improve The Fragrance Shop’s position in AdWords campaigns. As a Google Licensed Content Partner, reviews from Feefo were displayed as Seller Ratings, helping to drive additional traffic and sales.&nbsp;<ul><li>Conversion rate increased by 0.53%</li><li>CTR on ads with Seller Ratings increased by 1.55%</li><li>Overall CTR of 5.98% (above industry average of 2%)</li></ul><h2>Results</h2>The Fragrance Shop is the UK's largest independent fragrance retailer. To improve its customer experience and online conversions, the company turned to Feefo. The resultsincluded:<ul><li>5.98% overall click-through rate (CTR)</li><li>1.55% increase in CTRs on ads with Seller Ratings</li><li>0.53% increase in conversion rates.</li></ul>

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Reviews are the backbone of online trust. While reviews are instrumental in boosting trust and offering valuable glimpses, Feefo's authenticated reviews take it a step further, setting a new gold standard.

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Unleash the potential of your customers’ voices with a tailor-made community dedicated solely to your brand's essence. Forge connections with customers, prospects, and partners in an environment that fuels authentic peer-to-peer recommendations.

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Feefo offers more than just ratings and reviews. We provide invaluable assistance in establishing an exclusive online community for your existing and potential customers and partners.At Feefo, you can create an exclusive space where your biggest fans and supporters can help answer questions from people interested in buying your products. Authentic answers help boost sales, strengthen loyalty, and make your brand more visible by going beyond just reviews.

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Unite your clientele and enable direct, peer-driven engagements by erecting a branded community. Extend invitations to your most steadfast advocates to offer insights to potential customers, nurturing support for your brand and driving online sales upward.

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In today's digitally interconnected world, the capacity to actively listen to and engage with your audience is indispensable. Employ our robust analytics to establish a thriving community centred around your brand and gain invaluable insights into their perceptions of your business. Identify your genuine brand ambassadors and capitalise on a continuous stream of fresh, user-generated content to enhance your brand's online prominence.

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With a wide range of tailored on-page display options, you can make sure your best reviews are always in the spotlight by showcasing your standout testimonials. Elevate your brand's image by making these reviews a focal point, effortlessly converting intrigued visitors into confident customers.

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Captivate potential clients by proudly flaunting reviews and star ratings on product pages. Effortlessly broadcast authentic customer feedback in real-time, ensuring your on-page reviews seamlessly align with your brand's persona.

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As an impressive 96% of consumers seek out reviews prior to a purchase, you’ll want to ensure Feefo reviews accompany them throughout their online journey. Engaging visitors with this insight maximises the chance of transforming them into valued customers.

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Our Google partnerships empower you to effortlessly showcase trusted Feefo reviews, enhancing your SEO and elevating your online visibility. Enrich your site with photo reviews, supercharging your SEO from the moment feedback rolls in.

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Cement brand loyalty by transparently presenting customer reviews and ratings. Employ our tailored review displays to build consumer trust and engagement, reinforcing that yours is a brand worth believing in.

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As proud collaborators with the world's premier search engine, you have the chance to illuminate your Feefo stars within Google ads. This stellar integration not only amplifies trust but also entices customers to your digital doorstep.

How The Fragrance Shop used reviews to boost sales and improve customer service

How The Fragrance Shop used reviews to boost sales and improve customer service

How The Fragrance Shop used reviews to boost sales and improve customer service

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