EVO Entertainment Group is an entertainment brand in Texas comprised of cinemas, restaurants, bars, and entertainment centers. EVO wanted to increase customer engagement and build loyalty amongst their customers using the feedback they get using Thanx. Read on to see how they do it.
EVO Entertainment wanted a way to capture guest feedback and respond in real-time to increase customer engagement and build relationships for their growing entertainment brand.
EVO makes reviewing the customer feedback and Net Promoter Score (NPS) data they get from Thanx part of the daily routine of every general manager. GMs review customer feedback each morning and respond personally using Thanx. EVO takes customer feedback so seriously that the CEO monitors feedback and responses to make sure GMs are responding effectively and in a timely manner. The goals are to address customer issues in real-time, thank customers for their feedback, and drive a high rate of return customers.
“The guest feedback we get using Thanx has been an absolute game-changer for EVO. When we get feedback from Thanx, we know exactly who guests are; how often they visit, how much they spend, and which locations they visit, plus a ton of other data. In the past, the feedback we got from social media sites or Yelp had no data about who guests were and we didn’t have a good way to respond. We’re now empowered to respond personally to guests ensuring we address any issues and keep them coming back again and again.” – Sandra Sullivan, Director of Internal Development, EVO Entertainment Group
To learn more about how EVO engages their customers using feedback from Thanx, see the full case study.