For its 2 brands Humanic and Shoe4You, the Austrian shoe retailer Leder & Schuh AG selects the gominga Review Manager to monitor, analyze and respond to location reviews and questions on Google
Leder & Schuh AG works with gominga to monitor, analyze and respond to location ratings, reviews and Q&A. This guarantees a uniform appearance and professional customer service on Google.
„Reviews are the gold of the future“ and far surpass classical recommendation marketing. With gominga we were able to increase our rating average for our retail stores on Google from 3,8 to 4,27.
Rafael Baer – CDO (Interim) / Leder & Schuh AG
At a glance
Challenge
As a shoe retailers, Leder & Schuh operates and sells its products with its +200 physical retail stores. The team had no control over the Google ratings, no visibility into customer complaints, and no means to respond to that feedback. There was also no uniform appearance and process in place to manage ratings, reviews and Q&A on Google.
Solution
The gominga Review Manager gives the ability to control reviews and communication on Google My Business. It guarantees a uniform appearance and professional customer service. It allows indepth analysis to identify root causes for complaints for each and every store. District managers can monitor and act upon customer feedback.
Benefits
Thanks to gominga, Leder & Schuh was able to increase the rating average on Google from 3,8 to 4,27 stars. The company has integrated review management KPIs into its business routines, and district managers now actively manage ratings, reviews and Q&A. The overall Google appearance has been improved significantly.
More about Leder & Schuh AG
The Leder & Schuh Group, one of the largest shoe companies in Europe, was founded in 1872 in Graz, Austria. The history of the Humanic brand begins with a shoe factory. In 1872 “D.H. Pollak & Co” settles in Graz and lays the foundation for today’s holding company “Leder & Schuh International AG” with its headquarters still at the same premises. 1994 marks the birth of Shoe 4 You brand.
Today, the company operates shoe retail stores in 9 European countries. Additionally, products are sold via the online shop humanic.net
Interview with Rafael Baer
We had the opportunity to speak with Rafael Baer, CDO (Interim) of Leder & Schuh AG, about the importance of online reviews for the shoe retailer. Rafael shares with us the challenges the company faced, why they decided to work with gominga and which benefits he now sees.
Who are you and what do you do?
The LEDER & SCHUH Group, as one of the largest shoe retailers in Europe operates more than 200 locations and achieved sales of around 374 million Euros in 2017. The brands are Humanic and Shoe4You.
In which area do you rely on gominga?
For us, gominga in the sales/stores area is the support we need to manage our 200+ locations on googlemybusiness in terms of reviews, presence and customer service.
What was your situation in the company or what was your main problem and how was it solved using the gominga application?
We had no overview and therefore no control over the reviews and customer questions and comments on googlemybusiness. There was also no uniform appearance, the maintanance of the location data, e.g. correct photos, etc. Thanks to gominga we were able to rise our rating average on Google from 3,8 to 4,27.
Why did you choose gominga and its application (SaaS solution)?
After screening several providers, gominga convinced us with its solution, which is unique in the world to date. The simplicity of the tool, the flexibility and the speed of the team also confirmed the correctness of the decision afterwards.
How did the gominga application benefit you?
The gominga platform gives us, among other things, the ability to control reviews and communication on Google My Business with uniform text templates. This guarantees a uniform appearance and professional customer service. We have included the subject of reviews e.g. in our targets/ monthly KPI´s for our employees. Our district managers actively request reviews from their locations and can control and manage them with the help of gominga. The presence, the service, the assortment, etc. can thus be optimized and with it, the evaluation of their location.
What do you particularly appreciate about working with gominga?
The partnership, but above all professional cooperation. Thinking for themselves, constant availability and fast response times.
Who would you recommend gominga and its ssolutions to and why?
All chain stores who want to have a complete overview of what is being said to their customers on google about the locations, staff, service, etc.
Reviews are the gold of the future and far surpass classical recommendation marketing.
Thank you Rafael for this interview!
Better recommendation marketing with gominga
Digital recommendations are gold for every E-Commerce business. The gominga Review Manager can help to improve your review management across every channel. Feel free to request a demo here.