Yo-Chi is one of Australia’s favorite frozen yogurt and açai brands, known for its self-serve model and feel-good vibe. With clever marketing that’s struck a chord with fans, they’ve seen their popularity soar—including viral campaigns and reputation management that have put their brand in front of new customers. 

In a very short time, they’ve grown from 25 to 37 locations, and to support this growth, Yo-Chi turned to InMoment to streamline review management and strengthen its online reputation. Today, Yo-Chi maintains a positive, above-industry-average reputation, and has increased online visibility in crowded markets, as well as foot traffic to their locations—all while creating a seamless feedback loop to maintain customer loyalty and satisfaction.

Highlights:

• Increased location traffic through a 92% rise in Google Maps navigation clicks, driving customer acquisition.
• Improved brand visibility in search, reflected in 123% more impressions on their Google Profile.
• Optimized location performance, supported by a boost in their reputation management metrics and actionable insights from reviews.

With Growth Comes the Challenge to Scale Efforts Across Locations

As Yo-Chi grew from 25 to 37 locations, maintaining consistent customer engagement and managing reviews across all locations and review sites became challenging. The team was responding to reviews manually and struggled to keep up with the volume of reviews, resulting in a low review response rate. 

Without a unified view of their brand reputation, the team found it difficult to measure the impact of their efforts and the customer sentiment. Insights from reviews would help identify opportunities to improve experiences and highlight areas for additional staff training, overall leading to more positive reviews and increased reputation.

Recognizing the importance of SEO and “near me” search queries, Yo-Chi sought to implement a local listings management solution to ensure business information is up-to-date and accurate across all 37 locations, improving discoverability and driving more foot traffic locally.

Elevating Search Visibility and Location Performance

Yo-Chi adopted InMoment’s Reputation Management solution to streamline and automate their review management processes. Using smart response templates, the team automated responses to positive reviews while personally addressing negative feedback to resolve customer concerns and strengthen loyalty. Additionally, to save time and effort, the brand uses Artificial Intelligence to generate personalized, on-brand responses directly in the platform and close the loop with customer feedback. This strategy drove a 1329% increase in response rates while cutting response times by 87% in under a year.

“When you have a lot of locations it takes a lot of time to respond to reviews but AI has improved the response process. We have added fun prompts to get that happy Yo-Chi feeling, and it’s doing it! You click a button and it gives you a response that’s really fun.”

-Emilie, Customer Experience Leader at Yo-Chi

To boost search visibility, the brand uses InMoment’s Local Listings feature, ensuring their business information remains accurate and consistent across all 37 locations. By centralizing listing management, the brand now monitors and optimizes local listing performance across major directories with ease. With the auto-sync functionality, their directories are scanned multiple times a day and inconsistencies are fixed automatically, saving the team countless hours while keeping listings up-to-date.

Integrating listings and review management into a single platform allows Yo-Chi to monitor and track key reputation management KPIs and drive improvements. With insights from Google Maps and InMoment’s proprietary Performance Score—which benchmarks revenue-driving metrics by industry—they can identify actionable opportunities to improve individual location performance. This holistic approach has enabled Yo-Chi to refine their strategy, elevate brand visibility, and attract more customers to their locations.

Harvesting the ROI of Reputation Management

Yo-Chi’s investment in InMoment’s Reputation Management solution has driven measurable growth in customer acquisition and brand visibility. In under a year, the brand has seen a significant increase in Google Profile impressions and clicks to navigation – a 123% and 92% boost respectively – indicating more customers are discovering their Google Profile and visiting their locations.

“The platform is so easy to use and the amount of information that you can extract to drive improvements (and the different ways to do it) is amazing”

–Emilie, Customer Experience Leader at Yo-Chi 

The brand’s location performance score has risen by 74%, indicating notable improvements in each location’s reputation and search performance. This is no surprise when we examine the underlying metrics. 

A 303% increase in review volume not only strengthened their online reputation but also provided a steady influx of customer insights to refine the customer experience. Yo-Chi maintains an above-industry average 4.6-star rating with 91% positive reviews. Their review-response strategy has also delivered remarkable results—the brand has increased the review response rate by an impressive 1250% and reduced response times by 86%!

Centralizing review and listing management through InMoment’s Reputation Management solution has allowed Yo-Chi to harvest the ROI of Reputation Management – increased search visibility and location visits – bringing new customers to the door.

Drive More Revenue and Sales With InMoment

Yo-Chi’s success demonstrates how reputation management can elevate brand visibility, attract new customers, and optimize location performance. With capabilities like local listings, advanced review management, and robust ROI tracking, InMoment delivers measurable results that fuel revenue growth.

Ready to attract new customers and amplify your reputation management ROI? Book a reputation management demo today and discover how InMoment can transform your business success!