Automotive Group Sees Quick Gains by Combining Engage and Invite
By combining Engage Review Response services with Invite Review Generation software The Nyle Maxwell Group is able to activate and retain the voice of their happy customers on the most visible reputation websites. By the numbers, 180% increase in review volume, 58% reduction in negative sentiment.
Widewail has been helping customers increase their percentage of positive Google, Facebook, and other social reviews since 2017. When our new service designed to help get more reviews launched in mid-2020 it quickly became evident that Invite and Engage were a promising one-two punch. Nyle Maxwell’s performance increase case study is a testament to the way in which Widewail’s services can complement each other, accelerating the benefits of a comprehensive response strategy.
The Challenge: Negative Reviews, Underwhelming Volume, and Multiple Reputation Management Vendors
The Nyle Maxwell Family of Dealerships is an automotive group based in Central Texas who wanted to increase review frequency and improve customer sentiment. Already using Widewail’s review response service (Engage) at several locations, and impressed with the results, they doubled-down with our new review generation tool (Invite) in October of this year.
The Solution: Single-Vendor Reputation Management, Activate Satisfied Customers with Automated SMS Review Generation, High-Touch Managed Review Response
After several strategic conversations with our team, Nyle Maxwell’s expectation was set that Invite could outperform the vendor it was replacing and that an increased volume of reviews would likely result in additional positive sentiment. Invite was added to the same four stores already subscribed to Engage, with a plan to review performance after 30 days.
“The results speak to your amazing technology and willingness to work through obstacles to help us both become better! Thanks again for your partnership!”
- Thomas E. Eggers, Platform Digital Director at Nyle Maxwell Family of Dealerships
Results: 180% Increase in Review Volume, 58% Reduction in Negative Sentiment
A positive trend became apparent shortly after Nyle Maxwell upgraded their review management partnership with Widewail. Here’s how the improvements break down by store:
Nyle Maxwell SuperCenter
Aug (previous vendor) 42 reviews received, 20% negative (8)
Sept (previous vendor) 43 reviews received, 33% negative (14)
Oct (Widewail) 141 MTD reviews received, 8% negative (10)
Nyle Maxwell CDJR of Taylor
Aug (previous vendor) 22 reviews received, 14% negative (3)
Sept (previous vendor) 37 reviews received, 11% negative (4)
Oct (Widewail) 84 MTD reviews received, 8% negative (6)
Nyle Maxwell Castroville
Aug (previous vendor) 34 reviews received, 3% negative (1)
Sept (previous vendor) 33 reviews received, 0% negative (0)
Oct (Widewail) 71 MTD reviews received, 0% negative (0)
Nyle Maxwell Fiat Alfa Romeo
Aug (previous vendor) 11 reviews received, 0% negative (0)
Sept (previous vendor) 34 reviews received, 9% negative (3)
Oct (Widewail) 51 MTD reviews received, 6% negative (3)
The scale of the improvements (in both reviews and sentiment) cannot be explained away by simple seasonality.
Nyle Maxwell saw sharp upward trends immediately after combining Invite and Engage, in spite of industry trends and a tumultuous 2020. Read through additional review management case studies or contact us today to start your own strategic conversation with a member of our team.
This case study is also available as a presentation-ready PDF.