Pawn America case study
See how Pawn America partnered with Chatmeter to increase star ratings, create a better customer experience, boost trust and loyalty, and strategically grow its brand nationwide.
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Pawn America opened its first 900-square-foot store in Robbinsdale, Minnesota in 1991. Today, the chain has 17 locations and is proud to offer unique items for every shopper. Their stores steer clear of traditional ‘pawn shop’ vibes and instead, provide shoppers with an elevated retail experience.
The challenge
As the chain continued to open new stores, leaders faced fresh challenges around incorporating scalable ways to manage and respond to customer reviews. Pawn America realized they needed a partner to help them manage their brand reputation.
The solution
Pawn America chose Chatmeter to help them achieve their goals. The company implemented a Strive for 5 customer service strategy focused on improving guest services while using Chatmeter’s review management solution to prompt more reviews and generate more customer engagement. Pawn America quickly achieved positive results toward reaching its goal of increasing star ratings, enhancing consumer perceptions, and boosting search ratings.
“Chatmeter’s a great quality control check. We needed something that not only we could project out to the rest of the world to see our positive reviews, but we needed an internal mechanism and measurement to motivate our staff to be the very, very best they can be.”
Dan Kealey, Director of Marketing and New Business Development at Pawn America
The results
In just one year with Chatmeter, Pawn America made serious headway in boosting its search visibility, review count, and customer engagement: