How New Balance Increased Google Maps Conversions by 280%
New Balance significantly boosted its traffic and visibility on Google Maps. The company optimized the customer experience using Center AI when searching for and selecting physical stores. New Balance also improved its business listing visibility on Google Maps, achieving impressive growth in key metrics. Read the case study to learn more.
Increase in requests for directions
Increase in visits to the website
Increase in conversion from profile views to requests for directions
Company
New Balance is a globally renowned American company that specializes in footwear and sportswear. Trusted by professional athletes and amateurs, New Balance sells its products online and through over 3,000 physical stores worldwide, ensuring customer satisfaction and top product quality.
Headquarters
Industry
- E-commerce
- Retail
- Sportswear
Challenge
As the brand rapidly expanded, New Balance’s customer experience team needed to monitor and respond to increasing reviews and ratings on Google Maps.
Google Maps became a key customer touchpoint that was essential to the brand’s omnichannel strategy. The high volume of business listing views required more effort to improve store visibility and reputation in local search results.
Additionally, the marketing team identified Google Maps as a critical communication channel that could significantly influence foot traffic. This required frequent updates and optimization of listings, photos, posts, and marketing offers. A key challenge was protecting the listings from unauthorized changes that could mislead customers.
Monitoring and responding to customer reviews became crucial to our strategy. Google Maps emerged as an important customer touchpoint that required intensive engagement.
Miłosz Krywański
Digital Marketing Manager
Solution
The New Balance team decided to implement Center AI, which met all their requirements and helped them manage their Google Maps listings effectively.
Center AI streamlined the process of monitoring, analyzing, and responding to customer reviews, making interactions more efficient and improving their overall quality.
The platform allowed New Balance to quickly upload photos, posts, and marketing offers in bulk, ensuring that customers were promptly informed about new products and promotions. This cut down the time needed to publish content across multiple listings, boosting the effectiveness of marketing operations.
With Center AI, New Balance efficiently manages store locations, contact details, business hours, and descriptions, ensuring accurate and consistent information across all platforms. The tool also protects listings from unauthorized changes, ensuring customers always see up-to-date information, which helps build trust and strengthens the brand’s professional image.
In addition, Center AI provides advanced analytics tools that allow New Balance to track and analyze the success of its marketing efforts in real-time. This enables the team to fine-tune strategies and quickly respond to shifting market demands.
Working with Center AI has dramatically improved our customer communication and experience management. Their tools helped us efficiently handle reviews and publish offers across all Google Maps listings, enhancing consumer interactions and brand perception.
Miłosz Krywański
Digital Marketing Manager
Results
Working with Center AI helped New Balance transform its marketing strategy and enhance the online presence of its physical stores by fully tapping into Google Maps’ potential.
The tool allowed the team to manage an increasing number of customer reviews efficiently. With a single dashboard, the customer experience team could quickly respond to reviews from all stores. Features like review categorization, response templates, and bulk replies significantly boosted operational efficiency.
As a result, the response rate to reviews improved, the team gained better insights into customer experiences, and the time spent building and maintaining relationships was significantly reduced.
Center AI also enabled New Balance to publish promotional content in bulk, reaching a large audience with just a few clicks. Despite the local nature of Google Maps posts, the strategic placement of New Balance stores and the ability to share posts in bulk ensured that promotional updates consistently reached vital regions. This led to a substantial increase in driving requests on Google Maps, translating into more foot traffic in stores.
In addition, Center AI’s advanced analytics tools allowed New Balance to monitor and analyze marketing efforts in real-time. This helped the company measure results, adjust strategies to trends, and quickly respond to market changes.
The results were remarkable: driving requests increased by 670.94%, website visits grew by 171.85%, and conversions from Google Maps views to driving requests rose by 280.97%, confirming the effectiveness of Center AI in achieving New Balance’s strategic goals.
The most spectacular result was the 670% increase in the average monthly number of driving requests to our stores. This metric was crucial to us, as we can reasonably assume that these customers had a strong purchase intent.
Miłosz Krywański
Digital Marketing Manager
