Sport Clips Scores a Home Run with SOCi Genius Reviews

Lis Fetty

Lis Fetty

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Sport Clips Scores a Home Run with SOCi Genius Reviews

Reputation isn’t just part of the game — it’s the whole playing field, with 87% of consumers regularly reading reviews before making a purchase. For Sport Clips, a franchise with over 1,800 locations across the U.S. and Canada, staying on top of thousands of customer reviews was daunting. With so much riding on timely and thoughtful responses, their team faced a big question: how do you manage it all without dropping the ball?

That’s where SOCi Genius Reviews came in, transforming Sport Clips’ approach to reputation management. In a recent chat, SOCi Enablement Manager Kelly Settino sat down with John Lester, Field Marketing Manager at Sport Clips, to explore how AI-powered tools helped their team keep up with reviews and use them to give the company a competitive edge.

What followed was a game-changing strategy that boosted engagement, improved response times, and even fueled sales growth. Let’s dive into how Sport Clips hit it out of the park with SOCi Genius Reviews.

On the Defense: Struggling to Keep Pace with Review Responses

Staying on top of customer reviews felt like a never-ending race for a brand like Sport Clips, with thousands of locations across North America. The company’s goal was ambitious: respond to every review within 24 hours to show customers they mattered. But with so many moving pieces, maintaining consistency and quality across locations was easier said than done.

Some stores were falling behind, and the risk was clear: slower responses could impact customer trust and the brand’s hard-earned reputation. Sport Clips needed a way to keep pace without overloading their teams.

SOCi Genius Reviews Is the Game-Changer

Enter SOCi Genius Reviews, the all-star solution Sport Clips didn’t know they needed. After launching a pilot at 444 locations, Sport Clips knew that Genius Reviews would give the brand a game-changing edge.

Genius Reviews uses advanced AI to craft fast, personalized responses while staying true to the Sport Clips voice, sports puns and all. The AI was trained to reflect the brand’s unique personality, turning routine reviews into an opportunity to connect with customers.

“At the end of the day, people leave reviews because they want to be known. They want to know that people are listening. And [Genius Reviews] is a great way to do that,” Lester said.

Transformational Outcomes with Genius Reviews

The results from implementing SOCi Genius Reviews were dramatic. In just three months:

  • 80% of AI-crafted responses were accepted as-is, saving managers hours of time that could be redirected toward other priorities.
  • Response times dropped by nine days, helping locations hit their 24-hour response goal and stay on top of customer engagement.
  • Locations that previously struggled with reviews started delivering timely, consistent responses, building stronger relationships with their customers.

A Sport Clips manager shared, “Genius Reviews has cut our response time and strengthened our reputation management strategy by using what clients say in their reviews to create personalized responses.”

The Bigger Picture: SEO and Sales Impact

The benefits didn’t stop with faster responses and happier customers. Sport Clips saw the ripple effect of great reputation management across the business. With consistent review engagement, SEO rankings improved, driving more visibility for local stores.

The numbers speak for themselves: locations with solid SEO and active review responses saw 18% higher weekly net sales than the system average.

“We can’t control where a client is or how long a store has been open,” said Lester. “But what we can control are reviews. Genius Reviews helps us respond effectively, and in turn, boosts SEO and drives results.”

A Winning Strategy for the Future

SOCi Genius Reviews has helped Sport Clips build a reputation management strategy that delivers measurable results. Faster responses, personalized customer interactions, and stronger review engagement have elevated their digital presence while fostering trust and loyalty among their customers.

Harnessing AI has also empowered Sport Clips to scale their efforts without sacrificing quality. Locations are now equipped to handle reviews efficiently, turning feedback into actionable insights that boost visibility and drive revenue.

Sport Clips continues to set a high standard for reputation management across its locations, showing what’s possible with the right tools and a commitment to excellence.

Ready to see how SOCi Genius Reviews can transform your reputation management strategy? Watch the webinar here and take the first step toward building a stronger digital presence.