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."