Specsavers Boosts Search Discovery and Drives Appointment Bookings with Yext
Specsavers aims to provide the best value in eye care and audiology across the markets it serves. The retail chain, which has more than 2,000 locations worldwide, offers vision and hearing tests in addition to selling glasses, contact lenses, and hearing aids.
“The customer is first and centric to our approach,” says Darin Butler, Head of Digital Customer Engagement at Specsavers. “We pride ourselves in best-in-class customer experience and that starts from the moment our customer is searching for an eye test, ‘opticians near me,’ or ‘hearing check.’”
The Challenge: Ensuring a consistent online-to-offline journey
Butler’s team is responsible for ensuring a consistent customer experience across digital channels. A seamless online-to-offline journey is paramount to him. “Our customer’s online journey, regardless of channel or device, needs to complement their in-store experience,” says Butler.
Specsavers drives customers into its stores by offering eye and ear tests. The company’s primary KPI is the number of appointments booked through online channels.
“Our goal in digital marketing is to provide an effortless experience for a user such that when they land on a Specsavers page, they are empowered to easily make a decision to book an appointment without having to click around,” explains Vicky Allen, E-commerce Manager at Specsavers.
“While we can control the user experience on our owned properties like our website, we were lacking in control across search and social sites that lead traffic to our owned properties. That’s why we started working with Yext.”
Before working with Yext, Specsavers relied on manual agency resources to update its store information across the many maps, apps, and search engines its customers use. The company also had no way to measure the amount of traffic coming from these third-party sites. “This left a big margin of error and a blindspot in our reporting,” says Allen.
“It became such a manual task. We were really keen to have one source of truth and process to update our information,” she adds. “We did a review of various providers and Yext came back ahead of the pack.”
Specsavers uses Yext Listings to power the facts about its business across search and discovery sites, which drive appointment bookings and face-to-face interactions.
Yext’s initial impact was driving internal efficiency and saving time. “Yext unlocks a lot of what would typically be staff resource,” says Butler. “We work with a digital agency to manage integrated marketing campaigns. With Yext, they are able to focus on their core competencies rather than the manual entry of data. Not to mention, we can now leverage Yext to amplify our national campaign across digital platforms.”
In the first 12 months after launching with Yext, Specsavers saw an average increase of 20% more monthly visits to its store pages through organic search than in the previous year.
“The results we have seen are tremendous,” says Butler. “We have national marketing campaigns, regional campaigns, and then every store has an individual marketing plan. Yext allows us to share insights with all these teams and prove value across the organisation.”
Monitoring and responding to location reviews
A key area of focus for Specsavers is its online reputation.
“Peer-to-peer recommendation is key to customers and thus has to be key to our business,” says Butler.
“When a customer is looking for a provider, the odds are they will Google ‘optician near me,’” adds Allen. “And if that store doesn’t have a good rating, it doesn’t matter how much money we’ve invested in local marketing, they aren’t going to choose it. Yext gives us the ability to easily monitor and respond to reviews at scale.”
Specsavers uses Yext Reviews to get visibility into brand reputation across search and discovery sites. At launch, Yext pulled in 6,700 historical reviews from Specsavers listings. In only a year since launch, Specsavers pulled in an additional 17,000 reviews to allow ongoing monitoring of brand reputation.
Yext is now integrated across the Specsavers organisation. Butler’s team provides each local marketing team with a monthly report on their average store ratings. And centralised customer service teams use the platform to respond to local reviews.
“This is just the beginning,” says Butler. “As a healthcare provider, brick-and-mortar locations will always be important to us. Our digital visibility is crucial to our success as a company moving forward. Yext is a true business partner to us, helping us navigate the future of our industry.”
Prior to launching with Yext, Specsavers was experiencing 9% year-over-year growth in average monthly Google Customer Actions. In the two years since launch, they have seen an average of 34% year-over-year growth, an incremental lift of 25%.
Prior to launching with Yext, Specsavers was experiencing 3% year-over-year growth in average monthly Google Search Views. In the two years since launch, they have seen an average of 34% year-over-year growth, an incremental lift of 31%.
In the first 12 months after launching with Yext, Specsavers saw an average of 20% more monthly visits to their store pages through organic search than in the previous year.
At launch, Yext pulled in 6,700 historical reviews from Specsavers listings, providing visibility into brand reputation across publishers over time.
In only a year since launching Listings, Specsavers pulled in an additional 17,000 reviews to allow ongoing monitoring of brand reputation.