The Client & Their Challenge

Our client, one of the world’s largest home appliance manufacturers, was expanding its presence in the United States. With products on shelves at leading retailers and even contract-manufacturing for household names, the stakes for brand reputation were high.

But in U.S. homes, appliances aren’t just products — they’re part of daily life. A washer that arrives dented, a fridge that won’t cool, or a microwave that breaks down isn’t just inconvenient. It means laundry piling up, food spoiling, or family routines thrown off track.

When frustrated customers turned to online reviews to voice these experiences, the responses were often limited to a simple apology and a phone number — no real resolution. Negative reviews, with no visible resolution, stayed visible, fueling hesitation for potential buyers and eroding trust.

For our client, this created a two-fold challenge:

  • Protect the customer experience in the moments that matter most at home.
  • Protect brand reputation in a crowded U.S. marketplace.

They needed a partner who could meet customers where they were — on retailer platforms, social media, and beyond — and transform online criticism into opportunities to build confidence and loyalty.

Our Approach: From Apologies to Action

Harte Hanks stepped in to be the brand’s voice in the U.S. market, creating a new model for customer engagement:

  • Proactive Monitoring: We tracked reviews across major retailers like Home Depot, Amazon, Lowe’s, and Walmart, as well as social platforms — building an “early warning system” for issues.
  • Retailer Partnerships: We collaborated directly with retail partners to access customer data, enabling proactive outreach instead of waiting for complaints to escalate.
  • Personalized Resolution: Every review was addressed with empathy and action. Agents asked clarifying questions, categorized the issue, and offered solutions — from troubleshooting and repairs to refunds or replacements.
  • Insight-Driven Improvements: Review analytics uncovered recurring issues — including packaging defects in portable washers — and our client was able to take corrective action at the product level.

The Results

In just eight months, the transformation was clear — not only in numbers, but in people’s lives:

  • 33% fewer negative reviews on Home Depot meant fewer families dealing with broken washers, malfunctioning appliances, or endless call transfers. Instead, they had working products — and peace of mind.
  • Product improvements — like redesigned packaging to prevent shipping damage — meant new appliances were more likely to arrive ready to use, not ready for repair.
  • Reputation shift: Customers began to see our client as a brand that listens and acts. Complaints turned into stories of fast fixes and responsive care, building trust in kitchens and laundry rooms across the country.

For our client, the win wasn’t just efficiency. It was knowing that when someone’s day was disrupted by a faulty appliance, the brand could step in, fix the problem, and help restore normal life at home.

The Harte Hanks Difference

For our client, this wasn’t just about managing reviews. It was about protecting the moments that matter inside people’s homes.

When a broken washer means kids don’t have clean uniforms, or a faulty microwave disrupts family dinners, the difference between an ignored review and a resolved complaint is the difference between frustration and relief.

By combining technology, retailer partnerships, and human-first care, Harte Hanks helped our client restore trust one customer at a time — turning everyday disruptions into opportunities to prove the brand truly cares.

That’s not just customer service. That’s protecting the heart of the home.

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