To further help themselves in understanding their customers’ needs, the Mindbeast team also paid special attention to all the product feedback and reviews they received, carefully scrutinising the comments of those who had purchased their products.
While almost all were positive, praising the brand’s quality, value and customer service, a small number of customers reported that they had received a product that was completely different to what was described on their site.
Even stranger, when some of these products were sent back by customers, it turned out that they had never received an authentic Mindbeast product in the first place, receiving a lower-quality counterfeit instead.
Mindbeast was determined to resolve this issue. However, many of the options available were time-consuming and reactive.
“If my sole focus is to protect my business from counterfeiters, then I’m not growing the business. We also understood how important brand image is, and we wanted to protect our customers, so we knew we needed to find a better solution.”