Yext for Retail Case Study

Music & Arts Manages Its Reviews to Drive More Traffic With Yext

Music & Arts sought to improve visibility in search results while also solving issues in reputation management, increasing positive reviews and boosting its overall star rating.

A corner wall of guitars where acoustic guitars line the left wall and varied colors of electric guitars line the back wall.

Music \& Arts sought to improve visibility in search results while also solving issues in reputation management, increasing positive reviews and boosting its overall star rating.

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increase in average rating of locations

0%

increase in clicks on listings

0%

increase in positive reviews

The Challenge

Music & Arts is among the largest retail chains for band and orchestral instruments. But with hundreds of locations and a variety of offerings — including music lessons and repair services, in addition to instrument sales — managing its essential brand information across Yext's Knowledge Network presented a challenge. The brand also needed a scalable reputation management tool to monitor and respond to reviews across locations.

"Customer research shows that between 70 and 80 percent of customers are starting their research online. When a customer is going online to search for 'music stores,' Music & Arts will populate in the results," said Renier Fee, Marketing Director at Music & Arts. "Here's the thing — our star rating also appears in those results. That is critically important to customers' first impression of the services and products that we provide, and our average online-store rating of 3.64 wasn't cutting it. We set a goal to achieve a 4.0 rating in 2018."

A corner wall of guitars where acoustic guitars line the left wall and varied colors of electric guitars line the back wall.
The Solution

In working with Yext, Music & Arts' first step was to seamlessly update essential business information like address, offerings, and operating hours across more than 150 digital services, including Google, Facebook, and Amazon Alexa — all from a single dashboard. By improving listings consistency, Music & Arts could then focus on boosting positive reviews, with the goal of motivating searchers to make an online purchase or an in-store visit.

With Yext, Music & Arts is able to pull in historical and new reviews, providing a single view of what customers are saying about the brand online across review sites. Additionally, Music & Arts was able to streamline their process of assigning and responding to reviews. By gaining greater insights and engaging with customer reviews directly from a central hub, Music & Arts is able to create a better customer experience — driving more positive reviews.

The Difference

Music & Arts leveraged Review Monitoring and Analytics at the start of 2018. By the end of the year, the brand had exceeded its goal for average star rating. And by streamlining its approach to responding to reviews, it saved many hours of labor in the process.

"I don't have the time or the team to scour the web, find reviews, and respond to every single one. With Review Monitoring, Yext made that process so simple for us," Fee said. "By prioritizing a positive in-store experience and actively soliciting feedback from happy, loyal customers, the result was that positive reviews skyrocketed by 87 percent in just one year. At the end of 2018, our average rating was 4.14."

The Results

Since launching with Yext, Music & Arts has experienced sustained YOY growth in average monthly clicks on listings. In 2017, growth was at 29%, followed by 34% growth in 2018.

In 2018, Music & Arts leveraged Yext to streamline their process of assigning and responding to reviews. As a result, positive reviews increased by 87% after one year, and the average rating of locations increased by 0.53 stars.

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