American Blue Ribbon Holdings, the eighth largest full service restaurant holding company in the United States, has always placed an emphasis on guest feedback. ABRH has created a process to monitor and respond to customer feedback by utilizing Chatmeter’s Services to monitor their restaurants’ reputation and online listings. Online reviews are now considered one of the fastest-growing social marketing tools, which can be leveraged to improve existing marketing efforts while boosting on-site conversion, traffic and engagement.
ABRH has a family of 5 restaurant chains, including O’Charley’s, 99 Restaurant, Max & Erma’s, Village Inn, and Baker’s Square. The restaurant holding company has been using Chatmeter’s reputation, local SEO and rankings solution to be alerted of guest feedback and local visibility across more than 630 locations in 43 states.
Chatmeter has enabled ABRH to monitor customer reviews and feedback at both the national and local level, while also creating new levels of engagement (and accountability) between their servers and their patrons. ABRH now recognizes the undeniable value in monitoring search directory and social sites across the web, especially user-review directories that have active participation from many customers. This has led to a greater understanding of their customers, improved operations performance, and allowed their brands to recognize exemplary service from team members.
“After an extensive search we felt that Chatmeter was the best partner for us to not only monitor guest comments on user-reviews sites, but also work towards improving our individual location’s reputation and local rankings. This has improved guest satisfaction and employee recognition. We are able to respond in a timely manner and we value how happy our customers are as a result of our responsiveness!”- David Schwartz Director of Digital for ABRH
“We understand how critical it is for restaurants to manage their online reviews. With 64 Percent of mobile restaurant searchers converting “Immediately or within an hour”, first impression means everything, thus it is essential to actively respond and monitor what customers are saying online to ensure the first impression is a positive one. We are happy to consolidate all of this information for ABRH and aid in their journey for customer satisfaction.” -said Collin Holmes, Founder and CEO of Chatmeter
About American Blue Ribbon Holdings
American Blue Ribbon Holdings (ABRH) is a diversified restaurant company that operates or franchises more than 630 company and franchise restaurant locations in 43 states. ABRH brands include O’Charley’s, 99 Restaurants, Max & Erma’s, Village Inn, Bakers Square and Legendary Baking. ABRH is led by their Vision, Values, & Culture, along with a passion to serve their guests. For more information on American Blue Ribbon Holdings, please visit http://www.abrholdings.com
Since launching in 2009, Chatmeter was the first Local Brand Management (LBM) platform and has reported on over 200,000 storefronts, millions of location-based reviews, social media mentions, blogs and articles, as well as providing accurate local SEO data to enterprise brands and agencies managing multiple locations. The Chatmeter service provides online review management, social media monitoring and local SEO analytics at the Geo-local level. Armed with this information, marketers can understand which locations and channels to focus their efforts. We also power a white-label reputation management service for many agencies across the U.S.