CASE STUDY
Reputation Rhino Helped Two NYC Restaurants Improve to Over 4.5 Stars on Google
OVERVIEW
Reputation Rhino established a customized online business review management process to improve ratings and reviews for two restaurant locations in the Upper West Side of Manhattan in New York City.
THE PROBLEM
High rents, increased operational and food costs due to inflation, difficulty retaining and attracting employees, and remote and hybrid work arrangements that followed COVID-19 are just some of the many challenges facing restaurants in New York City.
According to Upserve, 90% of guests research a restaurant online before dining—more than any other business.
92% of consumers read restaurant reviews, and 33% would never eat a restaurant with less than four stars.
Our client’s two restaurants had generally positive reviews, almost four stars, but in the competitive New York City restaurant market, even four stars are not enough.
While many of the business challenges that restaurants face today cannot be easily or affordably fixed, our client recognized that business reviews are one of the most cost-effective marketing options available, and positive reviews can generate an immediate return on investment.
Our client was looking to partner with a team of online review management experts to increase positive 5-star reviews and ratings to attract new customers.
THE SOLUTION
Reputation Rhino offers advanced review management solutions through our 5 Pillars of Reputation Success: Monitor, Response, Outreach, Removal, and Reporting.
Our affordable solutions include 24/7 Monitoring (hundreds of review sites including Yelp, Facebook, Tripadvisor, Google My Business, Glassdoor, and more), Outreach (to get new reviews from past and current customers, friends and family), Response (professional customized responses to all reviews Positive, Negative, Neutral), Removal (for new reviews that violate Terms of Service) and detailed Reporting.
THE STRATEGY
Reputation Rhino set up monitoring to track reviews posted on the most relevant business review and complaint sites every day.
The client shared customer contact information regularly so we could reach out to current and past customers through a multi-step email outreach process, targeting individuals who had a positive experience at the restaurant and directing customers to leave reviews on the most visible online review sites, like Google My Business, for maximum impact.
Our team of experienced online reputation management professionals reply to every single review – positive, negative, and neutral. We acknowledge and recognize positive reviews and escalate and resolve negative reviews to convert negative customer reviews to positive reviews.
Whenever possible, we attempt the removal of fake and defamatory reviews, and reviews from competitors that violate a review site's Terms of Service or Policies.
We provide monthly management-level reporting with detailed metrics so the restaurant will know WHO is leaving reviews, WHAT they are saying, WHEN they are reviewing, and WHERE customers are posting reviews – tracking trends and seeing improvement month over month.
RESULTS
Within a few months after the start of our engagement, we were able to help one restaurant location achieve a 4.5-star rating, and the other location improved to a 4.6-star rating on Google.
Both restaurants have seen increased revenue, more reservations, fewer no-shows, and greater customer loyalty.
We can’t take all the credit… the food and service are REALLY great – but now the rest of the world knows it, too!
Why Reputation Rhino?
Reputation Rhino is an award-winning online reputation management company and digital agency based in New York City.
We have worked with some of the largest brands in the world. We can turbocharge any size business with powerful online reputation management services and internet marketing solutions that get results.
We have been recognized as a Top Search Engine Optimization Company and a Top Digital Agency on Design Rush and ranked Best in Search by TopSEOs. Our company has been featured on Bloomberg Businessweek, Time, Forbes, Newsweek, Fox Business, Huffington Post, U.S. News, International Business Times, and more.
Reputation Rhino is led by an extraordinary team of experienced online marketing experts who can customize an affordable and highly effective Business Review Management strategy.
We look forward to working with you!
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