How Build Brand Better Manage

The Online Reputation of a Fast-Food Franchise Amid Negative Reviews

Reputation is a crucial ingredient in fast-food chains. Thousands of customers consult online reviews before deciding where to dine; even a small wave of negative feedback ripples internally, affecting sales and brand trust.

This case study examines how Build Brand Better, an online reputation management company, gave a fast-food franchise the edge over negative reputation challenges.

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The Challenge

Addressing a Reputation Crisis for a Fast-Food Franchise

A well-known fast-food chain that boasts about a hundred outlets nationwide is experiencing a very serious reputation crisis leading to customer loss and profit loss. Among the challenges facing the fast-food chain, some were multi-faceted, thus requiring immediate remedy to prevent further damage.

Surge in Negative Reviews Across Platforms

There has been a tremendous increase in the number of negative reviews on websites about the franchise. Customers have so often complained about the food chain in their various outlets, which was affecting their repeated customer visits.

Decline in Online Ratings and Customer Trust

In just 6 months, the average online rating for the franchise plummeted from 4.2 to 2.8 stars. The abrupt decline damaged customer faith, resulting in fewer walk-ins and fewer online orders.

Failed Internal Mitigation Efforts

Though the franchise adopted internal measures such as training programs for employees on hygiene protocols, along with quality checks at all points in progress, it still ended up failing to live up to customer expectations. There was no consistent application of these measures, and they did not address the real problem.

Seeking Expert Intervention

Realising the seriousness of the problem, the franchise sought the professional advice of Build Brand Better. Their input was extremely essential in drawing up and implementing an action plan to revive the franchise’s reputation and win back customers’ trust.

The Approach: A Strategic Plan to Revive the Franchise’s Reputation

Build Brand Better established a multi-pronged online reputation management (ORM) strategy for troubles and the issue of restoring trust with customers. Every step was carefully designed according to the unique needs of the franchise.

Audit and Analysis

Undergoing a deep dive into all the negative reviews casts some recurring themes like waiting times, behaviour of staff, and presentation of food. A further examination of competitor reviews was also done to benchmark performance and align with industry standards.

Real-Time Monitoring

The integration of advanced tools allowed for tracking online mentions and reviews in real time. Alerts were created to detect negative feedback, allowing the team to quickly respond and minimise possible damage before it happens.

Proactive Customer Engagement

Negative reviews received personalized responses detailing the concerns raised with empathy and offering resolutions. Satisfied customers were also encouraged to submit positive reviews, changing the franchise’s narrative in time.

Employee Training Programs

Specialized training sessions for customer service were carried out for the staff of every outlet. Training on cleanliness, efficiency, and courtesy was imparted so that customers across the board might have the exact same experience: enhanced.

Social Media Strategy

Engaging content was created to demonstrate the quality ingredients, community initiatives, and upgraded service standards of the franchise. By managing the social media platform with experts, customers were able to share their wonderful dining experiences, thereby adding credibility to the brand.

Execution and Results: A Structured Approach to Reputation Recovery

Having outlined a meticulous multi-stage strategy for the franchise’s long-term recovery and growth, Build Brand Better has proceeded with implementing it.

Stage 1: Addressing Negative Feedback

The ORM team endeavours to overcome all the detractor reviews, and they address each disgruntled customer with a personalised response to express concerns and explain the steps taken to resolve them. In case of serious complaints, they introduced great meal offers and personal follow-ups in an attempt to earn back customer trust and loyalty.

Stage 2: Amplifying Positive Reviews

A concentrated effort is made to further boost positive remarks from customers. One of the steps taken is to send targeted emails and reminders in the store to stimulate satisfied customers to share their stories on the Internet. Charges led to a sharp increase in the number of 4- and 5-star reviews, seriously offsetting earlier negative ones and enhancing the reputation of the franchise.

Stage 3: Training and Process Improvement

Training programs for staff were mainly geared towards better quality of service, following cleanliness protocols, and uniformity in food preparation. Therefore, customers decreased waiting times and positively interacted with more customers, resolving three main key issues highlighted in negative reviews.

Stage 4: Social Media Campaigns

Underlining its dedication to improvement, the franchise launched an active social media campaign through behind-the-scenes content that highlighted investment into upgrading services, including client testimonials. A hashtag campaign went viral at great speed and created a buzz for increased positive mentions within a month.

Conclusion:

Build Brand Better’s customized ORM strategy for the franchise has revolved and transformed the online reputation of the franchise. The crisis has become a strength opportunity. Issues of customers were resolved, and improved service quality existing in the organization was made a selling point by bringing positive experiences to light.

Furthermore, customer trust was built again and solidified its position in the market by acquiring market size and share through new customers.

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