How Noukie’s use Trustpilot to deliver better experiences

Friday, September 6, 2019

Founded in 1992, Noukie’s is a Belgian, family-owned, business. Today, it has become the leading specialist in products for newborn babies and little ones up to 6 years old, offering high quality products to create a complete, beautiful environment and ensure their well-being and safety.

Today, Noukie’s own 23 stores in Belgium and France, and also have a wide network of multi-brand retailers in 26 countries around the world.

The brand believes everything works better with love, and wants to contribute to a more positive world. One of their hashtags, #growtogether, reflects Noukie’s brand ethos and company vision.

Before joining Trustpilot, Noukie’s measured marketing efforts in a number of different ways, and lacked customer proximity. Since joining Trustpilot, the brand has built stronger, more trusted relationships with its customers, and has collected a whopping 5,600 reviews.

To better understand why they chose Trustpilot, and how they use reviews to better their business, we spoke with Amaury Gilliot, Marketing and eCommerce manager at Noukie’s.

Noukie s key benefits.PNG

Building trusted customer relationships with Trustpilot

Since using Trustpilot, Noukie’s have considerably improved the way they work: the team understands how important it is to see things from the customer’s point of view, and the brand has found that reviews are a great way to identify the needs and wants of their customers.

Amaury explains: “Most of our customers are new mums or pregnant women, so it’s very important for them to get third-party validation when they shop with us. Reading reviews from other customers really reassures them throughout the buying journey, and also helps them to pick the right products.”

To build trust at key touchpoints of the journey, Noukie’s showcase their reviews and TrustScore in a number of different places. Reviews can be found on the retailer’s homepage, on product pages, as well as at checkout.

Noukie s reviews on product pages.PNG

Noukie’s also share their stellar TrustScore in their email signatures, and in digital marketing campaigns. In fact, since obtaining Google Seller Ratings thanks to Trustpilot reviews, they’ve seen their traffic grow considerably, and their conversion rates skyrocket too.

Finally, Noukie’s like to share flyers with their TrustScore both in-store and inside customers’ parcels.

Delivering great customer experiences

But that’s not all Noukie’s do. Their marketing team has recently started using reviews to improve product descriptions, product shots, and any product-related issues customers might have had in the past.

They’ve also recently renamed their customer service team to “Customer Happiness”, and work hard on making sure the team is constantly trying to learn from feedback.

In fact, they’ve recently been focusing on delivering better customer experiences. About 9 months ago, Noukie’s had a great 4/5 TrustScore, and decided to start spending more time identifying key areas of development and working towards better customer service. Today, Noukie’s have reached an incredible 4.5/5 TrustScore from over 5,600 reviews.

“Overall, Trustpilot has been a great tool to help us develop the eCommerce side of the business. It’s also been amazing at helping us grow our community and improve customer retention, customer satisfaction, and communication,” explains Amaury.

If you’re looking to learn from feedback and deliver better user experiences just like Noukie’s do, just request a free Trustpilot demo below.

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