Customer Story

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

.53 increase in average rating of locations
34% increase in clicks on listings
87% increase in positive reviews
Music & Arts logo
Industry
Retail
Size
200+ locations
Headquartered
Frederick, MD
The Challenge
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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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 — 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.”

headshot of renier fee, marketing director at music & arts
“We simply could not have had the success story that we did without Yext. I don't have the time or the team to scour the web, aggregate results, and respond to reviews. Yext gave me the tools — and the awesome account reps — to help me address any issue that I couldn't solve on my own.”
headshot of renier fee, marketing director at music & arts
Renier Fee Marketing Director

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 100 publishers, including Google, Facebook, and Amazon Alexa, from a single dashboard. By improving listings consistency, Music & Arts was allowed to then focus on boosting positive reviews, with the goal of motivating online 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 into what customers are saying about the brand online across review sites. Additionally, Music & Arts was now about 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% 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.

The Difference

In one year’s time, 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 Yext, they 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% in just one year. At the end of the first year, our average rating was 4.14.”

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