Take Control of Your Franchise Reputation
Monitoring online reviews lets franchises track operations at each location, gain customer insights, understand what needs improvement, identify star performers and laggards, and improve each location’s search performance.
Franchise Review Management and Customer Experience
Franchises can use LocalClarity to monitor both aggregate and location by location performance data across thousands of franchisees, receive alerts for negative reviews, recognize problems before they become issues, and identify strong-performing locations to build best-practice guidelines.
Understand what customers think about your brand
Franchises establish policies, procedures, recommendations, and aspirations, but how can you tell which locations are executing against the standards you set for the brand? For better or worse, customers are sharing their opinions with friends, family, and just about everyone else in the world. Use LocalClarity to monitor ratings and see what customers are saying about your business in each location and region.
Thinking about launching an advertising campaign in several southeast states that emphasizes your speed of service? Make certain that the strong majority of review comments that contain “time words” are positive in nature. Otherwise, your marketing message will not only fall flat, it may actually backfire.
Is personal service the cornerstone of your value proposition and your defense against the new competitors in your market? If so, the very survival of your business depends on understanding the exact words your customers use to describe the service received. Use LocalClarity to conduct keyword sentiment analysis to identify word trends in positive, neutral, and negative reviews by geographic region.
Pro Tip
Franchises with a small set of key competitors can do a competitor review ratio by identifying the ratio of 5-Star vs 1-Star reviews that contain the competitor name. Anything less than 400% (after all, these are your customers) might be a danger sign that your customers will be defecting.
Every franchise review in one place
Identify Trends & Make Operational Improvements
Do potential customers in certain cities look for driving directions more than in other cities? This might suggest there’s an opportunity to increase location density without cannibalization.
Are review scores for a franchisee strong, but the overall business is still behind targets? The reviews can still be mined to uncover specific areas for improvement.
Does the advertising and promotion material used for customer acquisition in a specific region match how the brand is being praised by existing customers? Crafting a message that is already reinforced by word-of-mouth is much easier than effectively spreading a new message.
Franchises can use LocalClarity’s strong cross-filter functionality (geographic, ratings, and keyword sentiment) to extract insights for operational and marketing improvements.
INDUSTRY RESEARCH
Harvard Business Review
The Value of Customer Experience, Quantified
Right-Sized for Franchise Review Management
LocalClarity is designed from the ground up with flexible rights- management and workflow capabilities. Headquarters can see the entire national (or even global) outlook while state, regional, and local managers can be assigned the tools they need to monitor and respond to reviews from their customers.
Some franchises also take advantage of LocalClarity’s “saved reply” library of responses to address standard questions or to push out to the field a set of brand-approved emergency response to a PR event.
