Case study: Black Bear Diner

Role-based review management boosts guest acquisition as business doubles

On track to almost double their locations in 2 years, Black Bear Diner needed to prepare for much more feedback at a much faster pace. They needed to make sure guests at every location, old and new, were happy with their visit and eager to return. BirdEye provided Black Bear Diner with a multi-faceted solution to monitor all their reviews in one place, communicate directly with guests, and manage negative feedback in real-time – at both a corporate, regional, district, and location level. By keeping up with guest feedback, Black Bear Diner not only upheld its great reputation during rapid expansion – it improved its guest satisfaction and overall ratings.

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