Coffeebru
Nestled in a lively neighborhood in Cape Town, South Africa, Coffeebru had all the ingredients for success: exceptional brews, a warm atmosphere, and loyal patrons.
Yet, they struggled to compete against big coffee chains and neighboring cafes because their online presence wasn’t translating into foot traffic. While their coffee was brewing perfectly, their digital reputation needed a significant pick-me-up.
Lead Time: 3 months
Sector: Food and Beverage (Coffee Shop)
Target Type: Local Customers and Tourists
Demographic: Adults aged 18–45, including local residents, remote workers, students, and tourists.
Website Goal: Increase website traffic, drive online menu exploration, promote special offers, and boost in-store visits through enhanced local SEO.
20%
Increase in Visitors
in 3 Months
The Challenge
Coffeebru’s core challenge lay in increasing their online visibility to attract more customers.
Their Google My Business (GMB) profile was sparse, featuring outdated business hours, minimal photos, and an unengaging menu listing.
With no proactive engagement with customer reviews, they missed out on opportunities to build trust and credibility in the local market.
This lack of interaction led to fewer inquiries and a sense of disconnection from their customers.
Competitors with active online engagement were outshining them in local search results, and Coffeebru’s visibility was dwindling.
They needed a way to stand out digitally while staying true to their brand’s personality.
Crafting a Unique Brand Voice
Coffeebru’s lack of engagement with customer reviews made it difficult for them to build trust and stand out in a competitive local coffee shop market.
Their responses to reviews were minimal, leaving customers feeling unheard and creating a perception that the brand wasn’t invested in its community.
To address this, we worked closely with Coffeebru to craft a warm and approachable brand voice that resonated with their target audience.
Every response to feedback—whether positive or negative—was designed to express genuine gratitude and a commitment to excellence.
This approach ensured customers felt valued and that their input mattered.
Optimizing Google My Business (GMB)
Coffeebru’s Google My Business (GMB) profile, a vital tool for local SEO, was in dire need of optimization.
It featured outdated business hours, a lackluster menu listing, and no promotions or engaging visuals.
These gaps significantly hurt their visibility in local searches. To fix this, we overhauled their GMB profile, ensuring all information was accurate and up-to-date.
A visually appealing menu was added, alongside high-quality photos showcasing their cozy interiors and signature brews. Special promotions were highlighted to attract potential customers.
Using Google GMB Insights, we tracked engagement metrics to ensure the listing performed well in search rankings, helping Coffeebru appear prominently in local search results.
Simplifying Review Management
Managing reviews was another major challenge for Coffeebru.
Without a streamlined process, they struggled to respond promptly, making it hard to keep up with feedback and leverage it for growth.
To simplify this, we introduced a review management tool that centralized all feedback in one dashboard, enabling Coffeebru to respond quickly and efficiently.
We also provided training to help their team craft thoughtful, personalized messages for every review.
This proactive approach turned feedback into an opportunity to build relationships and highlight their commitment to exceptional service.
Encouraging Customer Engagement
Encouraging customers to leave reviews was essential for improving Coffeebru’s online reputation and local rankings.
However, they lacked a strategy to make this happen.
To resolve this, we implemented a campaign using QR codes printed on receipts and displayed on in-store posters, making it easy for customers to leave a review immediately after their visit.
We incentivized participation by featuring reviewers in monthly “Customer Shoutout” posts on Coffeebru’s social media channels, creating a sense of recognition and community among their patrons.
This strategy not only increased the volume of reviews but also fostered a stronger connection between Coffeebru and its customers.
The Results
In just three months, Coffeebru’s revamped strategy delivered incredible results:
- Website Visits: Traffic to their website increased by 20%, thanks to a more engaging GMB profile and higher click-through rates. Visitors spent more time exploring their menu, checking out promotions, and placing online orders.
- Phone Calls: Phone inquiries surged by 15%, driven by their improved visibility and reputation. Customers frequently called to ask about menu options, seating availability, and reservations.
- Customer Engagement: Thoughtful and timely responses to reviews encouraged a wave of new feedback. Positive reviews began to highlight Coffeebru’s exceptional attention to detail, with patrons often praising their customer-focused approach.
- Local Search Visibility: The steady influx of reviews boosted Coffeebru’s local SEO rankings, with their GMB profile appearing more frequently in Google’s “Local Pack” results for searches like “coffee shops near me.”
Scope and Resources
EcoSEO collaborated with Coffeebru’s small team, consisting of the owner, two baristas, and a part-time marketing coordinator. The project scope included a full audit of their Google My Business (GMB) profile, implementation of a review management system, and a customer engagement campaign.
Resources provided by EcoSEO included:
- A dedicated account manager to oversee strategy and execution.
- Access to a review management platform for streamlined feedback handling.
- Custom-designed QR code materials for in-store review prompts.
- Training sessions on crafting brand-aligned review responses and managing GMB updates.
- Google GMB Insights analytics to monitor performance and adjust strategies.
Technical Tools:
Google My Business Dashboard, Moz Local, Screaming Frog, Google PageSpeed Insights, Yoast SEO, Semrush and Canva
SEO Services
Local SEO optimization, Review management and Response strategy, Customer engagement campaign, Brand voice development, Content Creation, Training and support for GMB management.
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