Wake Up Call Coffee – A SMALL BUSINESS SUCCESS STORY

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Company

Wake Up Call Coffee is a well known drive-through coffee chain with 10 locations in the Eastern Washington & Northern Idaho region. Although steadily growing as a company, they lacked the manpower to keep up with the demands of social media engagement and online review response. With new competition moving into the area, they needed help to ensure their reputation wouldn’t slip.

Marketing Goals

  • Grow their brand and improve their online reputation
  • Increase man-power to maintain positive review scores, respond to customer feedback, manage social media engagement, and train their employees.
  • Not responding to online reviews was hurting their organic SEO.

Blue Zone Strategies

Blue Zone Marketing’s exclusive dashboard made it possible to import the WUC customer database in order to solicit more online reviews from happy customers. They can now track and monitor the online reputation of each of their 10 locations, identifying keywords in reviews that indicate operational strengths and weaknesses. Training can now be planned accordingly.

We also worked with the client to launch and manage internal incentive campaigns amongst all their employees, incentivizing their employees to garner reviews from customers at checkout, which more than tripled their review quantity month over month.

After 11 months of online reputation success, WUC hired the Blue Zone team to manage the entire customer service department for the brand.

After 12 Months with Blue Zone

Blue Zone now manages all aspects of customer service and online reputation management, expediting review response time and thereby increasing organic SEO

Number of online reviews has risen 58%

Online review score has risen from 4.4 to 4.7

Realized an averaged 375% increase in reviews month-over-month thanks to internal incentive campaigns

We’ve been working with Blue Zone since last year and they’ve helped us communicate what we do for our customers and what we’re great at, online. Our scores have improved from middle of the
road to some of the best in our industry. We’re beating the competitors that we look at and couldn’t be more happy. I would highly recommend working with these guys and they’re tons of fun too!

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