How Char-Broil Transformed Consumer Feedback into Real-Time Business Impact

The Challenge

Char-Broil, recognized for its iconic grills, faced challenges harnessing customer feedback in real-time. The company needed a more effective way to gather and interpret insights from customer reviews to respond quickly to dynamic market demand. While Char-Broil already collected Voice of the Customer (VoC) data, the lack of a centralized platform and manual data processing slowed decision-making and stifled the company’s goal of building a data-driven culture.

Challenge #1: Real-time feedback collection

Char-Broil’s existing system relied on manual data collection and independent VoC exercises conducted by product managers and engineers. This fragmented approach made it difficult to gather feedback in real-time and relay it to development teams fast enough to influence product innovation.

Challenge #2: Fragmented data and lack of a centralized system

The company lacked a unified platform to consolidate and analyze feedback from multiple retailers and competitors. Without a centralized customer review database, product teams couldn’t easily access or act on critical insights.

​​The Solution

Char-Broil implemented Revuze to address these challenges, providing teams with a real-time, AI-powered analytics platform that made customer insights accessible to the entire organization.

Revuze's platform helped Char-Broil:

• Formulate a more competitive strategy
• Improve Consumer awareness and conversions
• Transform consumers into brand advocates by responding to their needs more efficiently
• Democratize data access and cross-functional collaboration

With Revuze, Char-Broil eliminated data silos, ensuring that all stakeholders—from product management and engineering to marketing, sales, and customer service— had access to real-time insights. This transparency allowed Char-Broil to develop a more collaborative approach to decision-making, with team members working together to create monthly review reports and a quarterly “Voice of the Consumer” review.

The Results

By leveraging Revuze, Char-Broil was able to transform its approach to customer feedback, making data-driven decisions more efficiently across the company.