Background
Hearth is preparing for a pivotal growth milestone with its upcoming launch on Amazon. This expansion presents an opportunity to solidify Hearth's brand credibility, build customer trust, and establish a foundation for long-term advocacy. To achieve this, we’re looking for a comprehensive strategy for managing Hearth’s online reputation, amplifying customer feedback, and fostering community engagement.
This project will focus on designing frameworks and strategies for reputation management across review platforms and community forums, while also ensuring alignment with Hearth’s broader marketing and retention goals.
Project Objectives
- Support Amazon Launch: Establish a robust reviews management strategy to build trust and credibility on Amazon.
- Enhance Brand Credibility: Amplify positive customer feedback and address negative reviews to strengthen customer trust.
- Optimize Customer Feedback: Turn customer insights into actionable recommendations for product and experience improvement.
- Foster Community Engagement: Collaborate with Customer Experience to manage online community forums, including Hearth Facebook Group and Reddit threads, to build advocacy and encourage organic brand promotion.
- Integrate Feedback with Marketing Goals: Collaborate with the Growth and Lifecycle Marketing teams to incorporate reviews and sentiment analysis into loyalty, retention, and referral strategies.
Scope of Work
1. Review and Reputation Management
- Develop strategies to encourage satisfied customers to leave reviews through targeted campaigns and touchpoints.
- Alongside Customer Experience, help monitor, respond to, and manage customer reviews on platforms such as Amazon, Google, and Yotpo.
- Ensure timely and professional responses to all feedback, maintaining Hearth’s brand voice.
2. Insights and Reporting
- Track and analyze review trends and customer sentiment to provide actionable insights for key stakeholders.
- Deliver regular reports highlighting feedback themes, opportunities for improvement, and the impact of reputation management initiatives.