In October of 2016, LM Restaurants hired Tyler Kaune to monitor and manage customer feedback for the company’s half-dozen restaurant brands. That’s no small task, considering the company has restaurants in Florida, Georgia, North Carolina, South Carolina, Tennessee, and Texas, and research says a single bad review could cost 30 customers.
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To streamline a big job, Tyler uses Womply’s reputation management software to receive notifications when customers post online reviews on popular sites like Yelp, Google, TripAdvisor, and Facebook and then respond to them from a single place inside the Womply platform. As part of a suite of tools Tyler uses to accomplish 100% guest responsiveness, Womply helped him reduce the time spent reading and responding to online reviews from 40-50 hours to 10-15 hours per week by eliminating the need to log into every review site independently.
“No other tool enables me to do that,” Tyler says. “It’s an important piece of the puzzle because there’s usually not enough time to efficiently read and thoughtfully reply to reviews on all the different sites. Timely replies to online reviews make a big difference with customers.”
With more time available, Tyler has used data to improve the overall customer experience at LM Restaurants’ properties and engage with patrons in creative ways. For example, Tyler implemented a “secret shopper” program that gave the occasional unsatisfied customer an opportunity to dine again and update their online reviews after having a more positive experience. Efforts like this improve online reputation and increase customer lifetime value, which are key success metrics for small businesses.
Tyler also began analyzing trends in the online reputation of LM Restaurants’ various locations and made a powerful discovery — restaurants with the biggest improvements to their online reviews also showed positive sales growth.
“We’re definitely seeing a correlation between improved online reputation and feedback management and increased sales,” Tyler says.
If you’re in one of the aforementioned states, stop by one of LM Restaurants’ locations for an awesome meal!
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