Snip-Its Gamifies Reputation Strategy to Motivate Franchisees, Driving 243% Increase in Review Response

@snipitssalons
  • 243%

    Increase in response rates

  • 22%

    Increase in Google 3-Pack visibility for keywords like "kids haircut"

  • 89%

    Increase in review volume

"Uberall has been a game changer for Snip-its in allowing us to reward and recognize stylists based on their online reviews and reputation of each location."

Marketing Manager

Snip-Its

Situation

Incentivize Franchisees to Own Their Online Reputation

Snip-Its was searching for ways to engage with its franchisees and motivate them to participate in marketing activities that would influence the brand's local search rankings, ultimately boosting each store's bottom line. Like most franchise organizations, Snip-Its struggled with incentivizing franchisees to respond to reviews and manage their review score – two factors that impact how they appear in proximity searches.

Approach

Develop a Year-Long Contest

Snip-Its approach was to:

1. Develop a year-long contest to reward and recognize franchisees that provided the best customer experience

2. Measure its performance in Uberall compared to the company average

3. Reward top 10% of franchisees

Solution

Centralized Solution to Manage and Measure Reputation

Using Uberall to grant permission access to the franchisees, Snip-Its measured response rate, average rating and volume of reviews at the corporate level. Franchisees were notified via email in real-time allowing them to click in-app to respond directly in Uberall — one of the franchisees' favorite parts! Plus, the response library was pre-loaded by corporate with review response templates based on the key themes and topics that would surface in reviews.

The results were impressive. Not only did Snip-Its increase customer engagement online, its local search ranking for competitive unbranded keywords like "kids haircuts" increased significantly.

243%

Increase in response rates