How Switzerland's largest retail company uses Reactions
Migros gives customers a voice. They can ask questions about products, discuss in a forum, review products and suggest new ideas. People appreciate that effort and reward it with loyalty.
"Only made possible thanks to Reactions"
Our Migros community is integrated on 10 digital platforms: an authentic community which ultimately promotes customer loyalty. This was only made possible thanks to Reactions, a central hub containing all our user-generated content. Once we implemented Reactions, we became a lot more flexible, which allows us to innovate at full speed and deliver value to our customers.
Philipp Bühler, Community Lead at Migros-Genossenschafts-Bund (MGB)
200,000 product reviews
Migros boosts SEO and customer trust with authentic product reviews. It also improves products based on user feedback.
- Review products
- Like and comment on reviews
- Notifications
- Category managers receive a notification on new reviews every month
20,000 questions answered
Customers can quickly find answers or even reply to open questions. Migros fosters support by customers and for customers.
- Ask questions
- Provide answers
- Official corporate answers
- Notification when answers are provided
- Notifications to community management
55,000 gamified user profiles
A user profile ensures transparency and builds trust. Customers are motivated to contribute by comparing their activity with others.
- Activity feed
- Profile avatar
- Gamification
7,000 topics in the discussion forum
Migros boosts SEO with user-generated content from the discussion forum. Customers can participate in the discussion topics and find answers to their questions.
- Create topics
- Add replies and likes
- Report posts
- Subscribe to topics
- Track views
- Notifications
One administration interface
All reactions are listed in one administration interface: a single touchpoint to take care of the whole community.
- Moderate all reactions
- Answer questions
- Deal with flagged content