“With over four decades of restaurant and hospitality experience, I’ve seen a plethora of solutions designed to help restaurants increase their revenues. Merchant Centric is one of the few that delivers on this promise. They are a company that is smart and can add tremendous value to an organization. Their proprietary platform provides unique insight by pinpointing exactly where they can improve their operations, marketing efforts and guest experiences in order to drive revenue.
Their solution helps companies understand what matters most to guests through analytics, management tools and services. There are other players in this space, but nobody better than Merchant Centric. I strongly recommend you consider them to help improve your enterprise.”
“Firehouse Subs uses the STARS platform to monitor and respond to reviews posted on Google, Yelp, Facebook, etc. Their platform filters all of the reviews into one convenient site. They have given us the ability to apply filters to help narrow down exactly what it is that my team and I are looking for.
The Merchant Centric team is also very helpful with assisting us when we need to have negative reviews removed. They assist with reaching out directly to the site to have the review flagged and reviewed for removal. Overall, they have assisted us getting almost all our flagged reviews removed. Which in the end, results in raising our overall star rating. This directly impacts our restaurant sales.
Their team has also been very diligent about adding new features that make our job duties easier and making the overall process quicker. As we all know, time is money and work smarter not harder.
It is safe to say that their platform, as well as their devoted account team has helped us, as a brand, tremendously in the year that we have been working with them.”
“At Meineke, we believe there is a direct correlation between review management and your location’s revenue. Specifically, review replies act as an extension of our customer service process by showing both existing and prospective customers that you’re receptive to their needs. Online reviews provides a mechanism to even change customer’s minds about your business. After a successful three month pilot, Meineke corporate has chosen Merchant Centric to be our partner in providing reply and flagging services.”
Merchant Centric has been incredibly helpful to the brand!
Helping us dial in to all of the reviews across all platforms has been a wonderful tool. Not only can we now see and respond to all of the reviews in a timely manner from one place, but Merchant Centric set up customized reports that go to managers and our operations team so we can stay on top of issues and trends. This all comes together to allow Ike’s to take action to increase positive, and reduce negative, reviews which results in an increase in our overall STAR ratings, and keeps our guests happy.
The most helpful tool has been the Merchant Centric team themselves. We have been able to get instant detailed responses to questions, as well as walk-throughs and best practices on how to use the platform.
“The Merchant Centric technology is crucial to how we manage our engagement activity with guests making online reviews. Since implementing the technology, we’ve been able to evaluate our reputation online and interact more effectively with guests who provide feedback, allowing us to better communicate how much we truly care about their experience at our restaurants.”
“We have been using Merchant Centric for about 3 years now and they have become one of our most reliable partners. We’re an agency handling Reputation Management for several brands across the US. Merchant Centric allows my team to provide consistent services to our clients efficiently and accurately. The time that Merchant Centric has saved myself and team from having to hop from platform to platform over the years is immeasurable. With all of us being remote, having the ability to draft replies, escalate issues, and chat with each other in the notes section, all while in platform, has been a lifesaver. Our Success Manager, Sean, has been very attentive to our ever-changing needs and is timely with correspondence, adjustments, issues, and training options. I also appreciate that they adapted quickly to the times by sending out Covid-19 mention reports. This was something that we didn’t ask for that they proactively send each week. It has proven tremendously helpful for our clients in pinpointing which of their locations are either struggling with or exceeding Covid-19 mandates/expectations. I highly recommend Merchant Centric if you’re looking for an intuitive, time-saving Reputation Management tool.”
“Thank you for taking the time to read my recommendation regarding our partnership with Merchant Centric. Since I started with Umami Burger in July of 2015, Merchant Centric has been nothing short of amazing for our brand. They have helped us respond to daily reviews, making sure our brand message is clear, providing a unique response to personalize the guest’s individual experiences as well as flagging reviews that may be invalid for removal. Merchant Centric in doing our first BPA, revealed some telling analytics that helped us better understand our guests order tendencies so that we could adjust and give our guests not only the experience they wanted but the food they prefer as well.
The Stars Platform has been a fantastic tool for us internally to report to our teams in the field their performance on a MoM basis flagging high risk location while featuring the best performers in their respective regions. The Spotlight Report has been a fantastic addition to the services they provide for us and their partners and helps us dive into specific themes that are trending either positively or negatively month to month. With this report, we can get detailed information from each location on what they are excelling at or declining at anywhere from service expectations, to quality, friendliness, dedication and ambience. We just signed a new agreement which will take us well into 2019 and look to further grow our amazing partnership. Merchant Centric definitely has my 100% endorsement!”
“Merchant Centric is an integral partner for 1/ST and our race tracks nationwide, directly resulting in enhancing our online business listings, improving our reputation scores, and deepening our level of guest communication. The implementation of their STARS platform keeps us notified of guest feedback and tracks all of the data in easy-to-read reports to chart our progress. Our marketing and guest experience teams are provided with actionable insights that influence our operations and better serve our current and prospective guests. Furthermore, their highly-dedicated response team crafts on-brand and informative replies that correlate to elevated response rates and guest retention rates. Merchant Centric has served as a digital extension of our on-site guest experience teams, and driven a measurable positive impact on customer satisfaction.”
“I was hesitant at first to work with Merchant Centric – we run a brand that is anti-Yelp – anti-review, and frankly we thought we could handle our business ourselves. But I do know that at the end of the day, guest satisfaction is king, and guest recovery is critical to long term success. We want every guest to leave Dick’s Last Resort with a lifetime memory. Responding to guests who love us is just as important as with the guests we might miss the mark. You win when you focus – and we have seen a measurable increase in our overall review scores which is now translating into higher sales and profit. Merchant Centric has been key to helping us in this endeavor. This tool is the new TRUE measure of guest satisfaction. Who has time to answer a survey? No one. Who has time to write a review – passionate brand fans and those who we piss off. Merchant Centric ensures that no guest is left behind in recognizing their feedback.
Marc Buehler aka The Big Dick Chief Executive Dishwasher”
“Brixx strives to be our guests’ favorite restaurant, and online reviews are one way for us to pursue this vision. The Merchant Centric platform and their attentive support team has helped us to better manage our brand’s online reputation across our 30 locations.
We’re able to efficiently and productively engage with our guests and track our progress, not only with the scores themselves, but also with internally addressing themes of reviews.
With the daily emails, our management teams can respond to guests quickly and authentically. Using the weekly and monthly summaries, we can identify patterns, uncover insights, and establish action plans as needed.
Before Merchant Centric, reputation management was centralized to our corporate office. Using the platform, and with training and oversight, we’ve confidently been able to decentralize and motivate each location to take a more active role in online guest engagement. Ultimately, we’ve seen our online reputation improve while each location can address the specific praise or concerns of their store’s guests with a personal touch.”
“We value our Merchant Centric partnership for their expertise and the customized attention they give to our brand. They work with us and the franchisees to provide professional advice and draft customized responses to our customers’ feedback both positive and negative. We have received tremendous positive feedback at corporate from the location owners and seen a positive trend in both our overall online star rating, as well as an increase in positive review volume. We recommend the Merchant Centric program to organizations looking to better understand their customers’ needs, support their franchisees with their online reputation management, and to generate revenue through consumer engagement.”
“The entire Porto’s team absolutely loves the Merchant Centric Spotlight Report. Within a short period of time, we’ve seen just how beneficial this report can be to our entire organization to focus on what matters and grow revenues. The theme mention and trend identification provides our team with direction to focus on exactly what matters and where improvements can be made. Our team is enthralled to be receiving this report and excited to implement it as part of the Porto’s culture”
“We had been using a top analytic solution that identified the sentiment of customers without tying it to what was most important. Following their recommendations could have severely hampered our business. Merchant Centric’s Business Performance Analytics discerned the significant signals from the noise by combining our internal transaction data. They provided actionable insights we could focus on to increase revenues!”
“There were so many online listings that were organically created that none of them had unified branding or accurate information. Until Merchant Centric, we didn’t know which listings needed to be updated or fixed. Merchant Centric showed us the big picture on how the internet can positively impact our business.
I’m extremely confident in Merchant Centric. I think the experience has been great! When I get another big franchisee group, I will definitely integrate Merchant Centric into their marketing plan.”
“The Merchant Centric team has been very responsive, helpful and diligent in making sure our listings are updated correctly through the waves of the economic shut downs. The platform is also very user friendly and has provided tremendous value to our Regional Managers and executive team since they can review daily, weekly and monthly summaries in one email. We also have used the reporting capabilities to track progress and hold team members more accountable. Overall, it’s been a reliable software for responding to reviews and a useful tool to improve our store operations.
“Merchant Centric allows me to respond to all of our reviews across all channels from one place which makes our guest engagement more streamlined. It also allows me to see how we’re doing against our competitors which empowers us to make the changes needed to be on top of our game! Great product, and even better, a great team to work with. Thanks Merchant Centric!”
“I have been using Merchant Centric since spring of 2015 and am very pleased with the high level of proactive service received. As a result of my business listings being optimized, I have seen an increase in consumer traffic to my location. Additionally, I have been utilizing Merchant Centric’s easy-to-use dashboard to manage and respond to all my customer online reviews. I would recommend Merchant Centric to any company looking to grow their business through online marketing.”
“What did we ever do without Merchant Centric? A lifesaving tool with all our reviews in one place. We now have one dashboard to see what our guest are saying about our café and the overall metrics for our locations. We take all our reviews very seriously and make a point of answering them all. Merchant Centric has saved us hours of time – no longer do we need to search across multiple platforms, now everything is in one place. We love that we are able to spot the trends and compare. The daily, monthly and weekly recap emails keep our team informed about the reviews at each café.
The features we use the most are “Your reviews” section and “Competitor Reviews”. We also love the locations tab where we are able to dive deeper into each location to check on our overall marketing score against the competition. Merchant centric has been a great asset and very affordable. We highly recommend Merchant Centric – they are a great partner!”
“I feel like I just took a giant leap into the future. Since using Merchant Centric, I have seen an increase in repeat business, as well as new customers coming in my doors. I can’t imagine why everybody doesn’t have it.”
“Vetstreet’s Reply to Review Service [Merchant Centric White Label] is great! Online reviews are extremely important to our hospital. I used to reply to the reviews on my own, but it was very time consuming, especially when it came to responding to negative reviews. Now, instead of spending time out of my busy day trying to come up with appropriate responses, Vetstreet’s [Merchant Centric] Review Experts take care of it for me. They write the perfect custom responses to all our clients’ reviews and send me email notifications letting me know it’s been taken care of. It gives me comfort knowing we have a team of professionals monitoring and managing our hospital’s online reputation. Without hesitation, I highly recommend this service.”
“Merchant Centric has truly been a game changer for us. It has made the guest relations portion of our business so much easier to manage. Having the ability to reach all of our guests from one platform allows for more time to spend in our restaurants and less time scrolling through website after website, manually responding to reviews.
Additionally, the reporting feature allows us to easily share this information company-wide in a consolidated format that is easy to understand for team members who don’t have direct access to MC.
The support team at MC is incredibly helpful and responds to any questions or inquiries right away. Getting the system up and running was painless and efficient. In my 4 years as Marketing Manager, this is honestly one of the coolest things that has come my way. I am so thankful to have this platform available to myself and our team. There is literally NO downside to this amazing tool… Highly recommend!!”
Voicemail Transcript: “Hi Benon, my name is Ronald Degeatano, I’m with jiffy lube. I have a few stores in the state of Illinois. I just want to give you a call on the awesome service that you guys do. James, we were dealing with him, and he helped us out tremendously. I cannot stress and at the next co-op meeting that I go to, I cannot stress the importance of a service like yours that grabs things off the internet instantly and makes us aware of it. I just want to give a shout out on yelp, for you guys, just like everybody else does. You guys do an awesome job.”
“Merchant Centric’s service is fantastic! They stay on top of our online reviews and QUICKLY respond with well worded responses to help us provide a positive post store experience. With Merchant Centric, we now have a system in place to share the positive online feedback with our crew and we use the negative comments as training opportunities.”
“We’ve been working with Merchant Centric since 2014. They’ve helped us clean up our social presence and provided us with the tools and resources to build our positive online reputation. Their guidance has had a huge impact on our business.
When we stared we only had a couple of reviews on Yelp and a few on other review sites and now we have nearly 100 5-star reviews.
Using Merchant Centric, I can even reply to reviews right from my phone or iPad. These reviews we’ve received have been instrumental in helping us to attract new clients.I highly recommend using Merchant Centric.”
“Vetstreet’s Online Reputation Management Service [Merchant Centric White Label] gives us peace of mind knowing that a team of Reputation Experts are responding to all our online reviews in a professional and timely manner. We understand the positive impact review sites can have on our practice and how important it is to communicate with our clients online. We just don’t have the time or expertise to do it ourselves. We appreciate the fact that someone’s taking care of this for us, alerting us to new reviews and showing potential clients that are reading online reviews, that extra level of customer care we provide at our practice. 100% recommend this fantastic service!”
“Merchant Centric has proved a valuable partner in our reputation management. The tools and services they provide save us time and deliver insight that we can use to improve our business. We appreciate the extra mile they have gone to customize our program.”
“We have five high concept restaurants in very competitive markets. It is crucial for our success to understand what our guests, and the guests of our local competitors, expect when dining out. We rely on Merchant Centric’s database and email alerts to keep a pulse on our restaurants, as well as our selected competitors. As a result, we find opportunities to wow our guests and learn how to better serve them. We rely on Merchant Centric almost daily; the edge it provides has enabled us to continue to grow and succeed within the competitive markets we serve.”
“Merchant Centric has been a fantastic marketing tool that allows me to see all my important business information in one place. I am alerted to my reviews as they come in, and can respond to them quickly and easily using a library of suggested professional responses. In addition, it has allowed me to be alerted to my competitors’ activity in my market place. Merchant Centric is monitoring my business 24/7 and helps consumers find and select us online!”
“Vetstreet’s Social Management Program [Merchant Centric White Label] makes it easy for us to monitor our business information on top sites like Google, Yelp and Facebook. We get alerts each time a new review appears online, and the reply library feature makes it extremely easy for us to keep connected with our clients and respond to online reviews. Their outstanding support team is extremely knowledgeable and has always been very helpful when I’ve had questions regarding our social media presence. I highly recommend all practices take advantage of Vetstreet’s Social Management offering.”
“Before using Merchant Centric I felt like I was drowning and having to fight everyday. Now I feel like I am in control. Since changing-up my competitor strategies using information from Merchant Centric, my sales are up 33.76%!”
“Brand consistency is extremely important to D’Amore’s Famous Pizza. Merchant Centric acts as an umbrella over many facets of my business – from protecting our online brand, to creating online promotions via email blasts, to Facebook engagement, to responding to online reviews from our valued customers.”
“I am extremely satisfied with my decision to use Vetstreet’s Business Listing Optimization Service [Merchant Centric White Label]! Initially, I thought I could quickly update our hospital’s business listings on my own, but after spending hours each day for four days straight, I finally gave up. I ran into so many roadblocks with Google and other sites, and it was taking too much time away from other parts of my job. Vetstreet’s Social Management team [Merchant Centric] took care of all the work for me and made the important updates necessary to help us attract more new clients online. My recommendation to other practices is don’t update your own listings because it’s more difficult than you think, and it takes too much time. It was well worth the cost to have the experts do the work!”
“Team Lucor started a relationship with Merchant Centric in 2017 and has been very pleased with the service they provide with Social Media. Their staff is always pleasant, eager to help and always provides information that is beneficial to our team.
Consistently responds to all of our reviews in a timely manner and efficiently.
Generates Quarterly Reports that are beneficial to our Operations team in reviewing ratings and progress.
Provides STARS Platform (Dashboard) that allows us to monitor scores, reviews and competition ratings on a weekly/monthly basis.
Keeps us updated of any changes occurring with Google, Yelp and Facebook.
We’re happy with the service Merchant Centric provides us as they are a valued partner is our social media strategy.”
“We were searching for months to find a comprehensive customer health tool and we found it in Merchant Centric. Having been a marketing executive for over a decade, I know how hard it is to weed through the plethora of vendors saying that they will solve all your problems. In my current consultation role, I have the pleasure of researching many software solutions for my clients and sometimes it’s hard to find tools that do what they say they will. That is why I was so pleased to find Merchant Centric—not only does the software deliver real-time customer and brand health, the team is so well versed in the technology and such a pleasure to work with. I also very much appreciate their attitude toward their customers, they don’t push what you don’t need, they provide, teach, guide and support. Couldn’t ask for a better partner.“
MerchantCentric, Reach Pros and their associated logos are either registered trademarks or trademarks of Reach Pros, Inc. All other company names, logos and other identifying marks that may be listed as part of our service may be trademarks of their respective owners. We do not claim any ownership in any third party’s trademarks nor do we claim any sponsorship, association with, or endorsement by such third parties.