Leading Mobility Company Improves Reputation for a Potential $5.8M Revenue Boost
For a long time, this customer-centric, multi-generational car-rental brand relied on disjointed survey and review management programs to gauge customer satisfaction. Focusing on the significance of their CX program (and its nearly 9-figure business impact), they recognized the value of an opportunity for a more unified and immediate view of customer sentiment.
With Pearl-Plaza’s strategic Integrated CX approach, by incorporating rating and review signals into their existing survey program, they set out to prove that a more aligned process with a continuous stream of organic feedback would produce a greater volume of reviews, increase their reputation, and drive customer acquisition.
Highlights:
- Implementing a unified solution to connect survey and review management programs resulted in centralized efforts to monitor and improve real-time customer sentiment.
- Higher review volumes and average Google star ratings improved brand visibility and increased acquisition.
- An easy-to-implement, effective solution has delivered fast results, driving revenue growth in a fraction of the usual time.
The Company Sought a Fast, Yet Effective Solution
The company was looking for a quick, effective solution, with minimal barriers to implementation and adoption, to solve their key challenges. They needed to improve brand visibility in crowded markets and drive customer acquisition, while also increasing their reputation management ROI.
Additionally, managing and enhancing customer sentiment was important, as satisfied customers often share positive experiences, resulting in more 5-star reviews and an overall stronger reputation. The brand aimed to optimize its online presence across key directories and platforms, particularly on Google, to maximize visibility. By addressing these challenges, they could drive higher review volumes and improve average Google star ratings, ultimately increasing brand visibility and fueling customer acquisition growth.
Streamlining Reviews and Customer Sentiment Fuels Rapid Growth
With Pearl-Plaza, they acted fast by launching a strategic reputation management program. The brand rapidly increased its review volume and improved its average rating, leading to higher visibility, greater localized foot traffic, and increased online volume and bookings across multiple locations.
In the first month after implementing the solution, they successfully increased their Google reviews volume by 195%, thanks to targeted review-request campaigns that generated an 88% click-through conversion rate for posting new reviews. Nearly 90% of the new reviews were 4- and 5-star ratings, reflecting greater overall customer satisfaction.
By combining reviews with more experience signals, the brand centralized its efforts to monitor real-time customer sentiment across multiple sources. This integrated CX approach allowed the brand to identify and better understand the key trends and drivers of customer sentiment and unlock AI-powered insights to more intelligently prioritize actions with the greatest impact on customer satisfaction.
The company also succeeded in boosting service recovery efforts to improve customer engagement, which helped with brand visibility and localized SEO performance growth.
Proactive Reputation Management Drives New Revenue
With the increased review volume and improved average rating, they experienced higher visibility and trust, leading to more localized foot traffic, increased online volume, and bookings across multiple locations. This resulted in an 8% boost in customer acquisition, translating to an estimated $5.8 million in additional annual revenue.
Make Online Reputation Your Acquisition Strategy With Pearl-Plaza
To create an actionable strategy that increases your brand visibility in crowded markets and boosts customer acquisition and sales, schedule a reputation management demo today to see how Pearl-Plaza can help you achieve business success.
