Localogy

As the Google Knowledge Panel has moved front and center in terms of brand building, Google Q&A is a feature that can either really help or hurt a location. We have created a full alert and workflow around Q&A; so whether a business has one or 500 locations they can actively and productively engage with this feature. GS: You're emphasizing GatherUp... as a tool or service to improve the customer experience (CX). What does that mean in practice? MB: Another of our internal maxims is that listening is a super power. This same auto tagging of review content allows a business to better understand and act upon consumer sentiment trends that they see at the highest corporate level but to also dig into it, down to the region, store or even customer level to deal with it. We have added not just the auto tagging of review content around themes but powerful filters to allow a business to look across all/parts of their organization and be able to quickly understand where they are succeeding and failing. For example a business with 300 (or 3) locations can now automatically ferret out these thematic comments (say around given services, products or people) and understand why one location compared to the other was succeeding as well compared to other locations or the whole business. And this can be done with just a few key strokes. GS: You report you have 20,000 customers. Can you characterize them in any way? MB: At the highest level about 40% are agencies, 40% are multi-location and 20% are single locations. At a personal level, I would say that they are all near and dear and despite the fact that we have 20,000 we work really hard to have personal relationships and understand what they need to be successful. So, I would characterize them as wonderful. GS: How much do your customers understand the CX mission of the company vs. simply trying to get more positive reviews to rank higher or sell more stuff to consumers? MB: We really are committed to the idea that CX is integral to our product. We really believe that it is ...Read More