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PieZoni's is a pizza restaurant chain with 21 franchised locations, and in 2016 its reputation lived on 21 separate Yelp pages that nobody owned. Some locations had strong reviews, some had a run of bad ones, and none of them were being answered. A franchise chain has a particular exposure here: one location's bad night reads as the brand's bad night to a customer three towns over.
BusySeed took over every Yelp account individually. Each review was answered, unhappy customers were followed up until the review changed or the complaint was resolved, and page activity was kept up so the listings stayed current. The reviews were also read as data: patterns in the complaints were reported back to management as operational issues at specific locations.
Source: BusySeed Client Success Stats deck, updated January 28, 2021.
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