In transitioning to SOCi’s CoMarketing Cloud using SOCi Local Pages, Reviews, and Listings Advanced, Ike’s operations team optimized its local marketing efforts and implemented a data-backed strategy without adding intense workloads to the team. The team benefited from SOCi’s direct API integrations with Google and Yelp, streamlining the workload for its operation team’s already busy schedule.
To ensure guests are being responded to in a timely manner, daily reports are fed to a customer service team, as well as weekly reports going to both area managers and the corporate operations team highlighting critical reviews. This has made it easier for area managers to address any issues promptly, giving Ike’s operations team the ability to make improvements in real-time.
“It’s important for our operations team to feel like they have the tools they need to make improvements in the guest experience in real-time, and the weekly SOCi reports have been a tremendous help with doing just that,” said Jacqueline Smith, Director of Marketing for Ike’s. “Each report helps our team in identifying opportunities to grow ensuring all guests reach a higher level of service when visiting Ike’s. Soci has helped us in working towards that goal.”
With the operations team working behind the scenes on many of Ike’s marketing initiatives, data has played a major role in fueling the brand’s local strategy. SOCi’s analytics provide actionable insights such as top guest complaints and allow for the close monitoring of new store performance.
“We can pull any slice of data that the operations team wants. This is something that has been helpful to the whole team. We can clearly show how certain stores are performing, and this has allowed us to be more strategic with operational changes that need to be made. This, in turn, has helped us resolve guest issues and improve the overall health of our stores,” noted Smith.