Chuze Fitness chose SOCi to help conquer the local reviews challenge. Using the SOCi platform, Chuze was able to easily monitor all reviews from Google, Yelp, and Facebook in one place. The member services team was tasked with responding to all reviews within 24 hours, a task made much more efficient with the review management tools in the SOCi dashboard. The member services team opened a direct channel of communication with club managers to communicate urgent topics arising from negative reviews or to offer kudos for reviews that were especially positive.
The team even developed a new monthly incentive, the Chumoji Award, which was awarded to the club in each region with the highest overall ratings. By taking charge of localized reviews, Chuze Fitness was able to build loyalty and address member complaints much more efficiently and comprehensively. Without adding any staff, the team was able to take on all of its online reviews, adding Google which is currently the source of 58% of all reviews for the brand.