Edge Customer Case Studies

Clinics were experiencing a disparity between their online reputation and the level of stellar service their employees were truly providing and thus, deserved to be recognized for. It’s not uncommon for only unhappy customers to feel driven to leave a review.

Edge utilizes an SMS marketing solution which generates positive reviews, decreases negative reviews, and rewards high performing employees. This leads to noticeably higher employee and customer retention, and significantly better online reputation.

“Edge has obliterated any other strategy we've ever used to improve our online reviews. Other initiatives have NEVER delivered these #'s.”

– Jason Siebel, 7 location Massage Envy owner

CYCLEBAR lacked a strategy for boosting their online reputation. Their studios appeared to rank low in Google local search and new customers were having a hard time finding out how great the fitness experience really was.

CYCLEBAR implemented Edge , an Employee-Driven Growth platform that incentivizes and rewards employees for stellar service. The solution automatically solicits feedback from satisfied customers and encourages them to share their positive experiences online. As a result, employee engagement and customer satisfaction are at all-time highs!

”I think a lot of times people are super passive about getting reviews. It’s kind of like sales, you have to ask for it. Getting the texts out right after class is where we’ve seen the best engagement.”

– Steph Sklar-Mulcahy, Franchise Owner of CYCLEBAR Culver City and Santa Monica

Amazing Lash Lake Peoria operates in a competitive market of Arizona where more beauty salons equal more options to the consumer. Marketing is expensive while employee turnover typically occurs every ~1.5 years. COVID caused Margie to lose 10 employees after stopping operations. It has been a struggle to retain key team members and increase new membership signups.

Edge became a solution that delivered an enhanced customer and employee experience. The ALS Peoria Lake Pleasant team was able to shift typically expensive marketing costs to their employees instead of advertisements. By attaching customer feedback to specific employees and incentivizing the team for high scores, this resulted in a measurable increase in new membership sign ups and reduced advertising spend. The Peoria Lake Pleasant location is now #1 on the list when customers search for ‘eyelash salons’ in Peoria Lake Pleasant, Arizona.

“The lift in new membership sign ups has been amazing. We’ve expanded memberships from 500 to 620 in 3 months and an overall 28% increase in monthly revenue.”

– Margie Bahm, Owner of Amazing Lash Studio Peoria Lake Pleasant

How can the team attract new members, continue to engage their current members and ensure instructors always deliver quality classes when they are located in a highly competitive area and market (50+ fitness businesses within 3 miles)?

TITLE implemented Edge , an Employee-Driven Growth platform that helps businesses empower and incentivize employees to achieve key strategic business initiatives. Since going live with Edge in Dec, 2021, new member sign ups have increased steadily as have retention rates. Employees are earning more and establishing close connections with members who are helping TITLE win more new member referrals.

Despite their innovative offerings, Sandbox VR encountered several challenges that hindered their growth. Establishing a robust online presence proved difficult, as their moderate average rating of 4.6 did not fully reflect their brand potential. Additionally, the limited number of customer reviews made it challenging to accurately gauge customer satisfaction and overall brand perception. Furthermore, consistently motivating and engaging employees remained an ongoing struggle, which had a direct impact on service quality and the customer experience.

Edge's solutions seamlessly integrated into Sandbox VR's operations across all 33 locations, providing comprehensive support for improving their customer and employee experiences. A centralized system for real-time monitoring of customer feedback enabled immediate responses and continuous service improvements. Additionally, employee performance was meticulously tracked, with rewards fostering healthy competition and boosting overall motivation within the teams.

Fantastic Sams faced challenges impacting performance and customer engagement, including a lack of employee rewards for online reviews, inconsistent Google ratings, low review counts, and difficulties addressing negative feedback. These issues, combined with intense competition for top positions in local Google search results, hindered their ability to attract and retain customers.

Edge addressed Fantastic Sams' challenges with a four-part solution. It boosted online reviews with fresh, keyword-rich content, enhancing SEO and visibility. Its chat functionality improved customer satisfaction by enabling transparent communication and effective issue resolution. Scalable employee rewards channels fostered recognition, motivation, and friendly competition across locations. Lastly, an internal feedback loop provided employees with insights into negative experiences, promoting transparency and professional growth.

Getting negative reviews allowed my team to understand what the skillset really is, having those 1:1 conversations was always a challenge. Now they can understand what their customers are really thinking, it’s been key, Edge has really helped close that gap for those conversations. Stylists are being more proactive with management on the issues.

– Jaine Cantu, Fantastic Sams Owner