Maximising brand awareness with customer reviews: why trust is just par for the course for GolfClubs4Cash
Problem
GolfClubs4Cash had built a great reputation but they needed a way to show this online and be able to measure it.
Solution
They started collecting reviews with Trustpilot and automating review invitations at key points in their customer journey.
Result
51,000 Google impressions, 400k Trustbox impressions, 34% increase in converted traffic from their Trustpilot profile page to their website.
Building trust and a great online reputation
The golf retail market in Europe is a competitive one and GolfClubs4Cash offers the largest range of used golf equipment available. Since 2012, they’ve consistently grown their offerings to golfers globally, offering an affordable choice of more than 35,000 unique and individual products. This ensures that each individual customer can find the right equipment for their needs, so they can focus on improving their game.
Of course, brand reputation is key when it comes to any type of used equipment. Consumers want to know that they can trust a brand to always deliver them equipment in great condition. And golf is more than just a hobby to many of their customers. Golf can be a big part of someone’s lifestyle and the way they spend time with their closest friends and colleagues. Equipment is key. And prices play a part here as well. Like any other business with higher price points, they need to convey a high amount of trust to convert sales when it comes to new customers.
GolfClubs4Cash had developed a strong reputation for their exceptional service levels through word of mouth, but they wanted a way to validate and quantify this with data and measure it more effectively. Trustpilot was the natural choice for the task, as it allowed them to collect and analyse a large volume of reviews at scale. When they first started, GolfClubs4Cash opted for the basic plan, which met their initial needs. However, as the business experienced substantial growth over the years, they upgraded to the Enterprise plan. This move provided them with more in-depth insights and advanced features like our TrustScore forecast and AI-powered analytics, enabling them to further enhance their operations and customer engagement.
Increasing impressions for better brand visibility
GolfClubs4Cash uses Trustpilot reviews in post-purchase emails to help them maintain their TrustScore and grow the overall number of reviews they’ve collected. This has helped them generate over 50,000 reviews and a TrustScore that is 17.1% higher than the industry average. Being ahead in their industry is something they’re very proud of. And it’s something consumers notice.
Building a strong brand reputation translates to tangible results. For example, in the past year, they’ve garnered 51,000 Google impressions and 400,000 visitors engaging with their Trustboxes. Over the past six months, views of their Trustpilot page have increased by 43%. Additionally, they’ve seen a 34% increase in conversions on traffic clicking from their profile page to their actual website during the same period.
As these numbers continue to grow this helps ensure that the trust they’re building online isn’t just getting more eyes on their customer reviews. It’s helping ensure that more and more of those visitors are completing their journey to their homepage and ultimately converting to a sale for their business.
Results like this only come from a carefully thought-out review collection plan. They send email invitations after a customer has placed an order with them (both online and in-store) and send another one two weeks after the purchase, once the customer has had time to enjoy their purchase. They even send links to customers who have sold their equipment to GolfClubs4Cash, because they want to improve that type of interaction as well and value feedback in every area of their business.
GolfClubs4Cash responds to every review — both positive and negative — to thank them for their feedback and they take each of those reviews as an opportunity for growth and development. Each review is passed to the relevant internal teams to ensure they can correct and improve processes wherever it will create a better experience for their customers.
Staying ahead of their industry with trust
GolfClubs4Cash has been able to stay well ahead of their industry average for TrustScores because of the emphasis they’ve always had on great customer service. It’s one of the key pillars of their business and they strive to bring a best-in-class experience for each of their customers. That’s what’s driving their impressive increases in Google impressions and website visitors as well.
And that’s what can ultimately determine how successful a partnership with Trustpilot can be. If your business is putting in the work to improve each and every one of your customer experiences, Trustpilot is the customer review platform that can help you maximise the rewards for your business.