Specialty coffee roaster and retailer
Harness a sudden explosion in sales volumes to drive future growth.
Collect and analyze reviews, then use that data for product improvements and marketing efforts. Make Q&A more accessible to boost buyer confidence.
More than 6,000 reviews across 90.4% of products, 3x conversion lift, and focus group-level insights for a fraction of the cost and effort.
As a function of getting “more horsepower under the hood” with the Reviews Junction
platform, the La Colombe team is using a number of tools to better understand what
customers are saying about its products by aggregating the review content it
captures in a highly compelling and visual manner.
“We use the Reviews Junction Data Explorer tool to look for 5-star reviews and to make quick work of finding answers to questions we’ve answered previously,” said Buckley. “We search by keywords to find those used in multiple reviews so we can key in on buzzwords that will resonate with our consumers.”
Additionally, La Colombe is using Reviews Junction Product Sentiment Analytics, which leverages Natural Language Processing to read every review and assign a sentiment score to each product and then make comparisons with competitor products.
One strategy that La Colombe used to more than quadruple its review collection is by
offering a review incentive. Reviews Junction research has found that nearly
three-quarters (73%) of consumers say they’d be motivated to write a review if they
were offered an incentive.
In July 2021 as the nation began to enjoy a respite from Covid lockdowns and step outside to enjoy the summer weather, La Colombe noticed its online reviews were trailing off. That’s when the team decided to implement a very cost-effective incentive — offering a chance to win a $100 gift card in exchange for a review.
The company was able to grow its review volumes 82% between July and August and 310% between July and September.* This was huge as it enabled the company to acquire a significant amount of new reviews to help prepare its website for the upcoming holiday shopping season.
La Colombe is also using insights from reviews to inform its user experience and web
design efforts. When a number of reviews showed consumers were struggling to select
the right roast levels, the team realized that the roast-level labelling was not
clear in its product descriptions. As a result, La Colombe’s web team recalibrated
its roast ranges depicted on its website to better align with consumer wants, needs
and expectations, with a designed red header under each product clearly identifying
its roast level.
Obtaining this insight from user-generated content was a more direct and more cost-effective way to uncover opportunities for improvement than the alternative – doing focus groups and meeting with an outside digital agency once a week, says Liz Cornell, La Colombe’s User Experience Lead.