Know When a Competitor is Struggling Before Their Customers Find You First
Miivo monitors your local competitors' reviews on Google, Instagram, and Reddit, and gives you a specific action recommendation when their reputation creates an opening for your business.
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Most Unhappy Customers Never Complain. They Just Stop Coming.
Research shows businesses risk losing 6.7% of their revenue to customers who leave because of a bad experience. Most of these customers never make a complaint. They visit a little less often, leave a lower rating next time, and then quietly stop coming entirely. By the time a business owner notices, the customer has already decided. Winning them back costs 5-25 times more than keeping them would have. The window to act is not after they leave. It is in the weeks before, when the signals are already there.
- 6.7%Of revenue at risk from customers who quietly leave
- 5 – 25xMore expensive to win a customer back than keep them
A Change in Their Reviews Is the First Sign
Here is what at-risk looks like in a real customer's review history.
Customer: Emma, Regular at The Maple Cafe, Birmingham
Emma's Review History
7 reviews across 12 monthsMarch
""Always great coffee and really friendly staff.""
June
""My favourite spot before work.""
September
""Never disappoints.""
December
""Service was slow this time. Bit disappointing.""
January
""Not what it used to be.""
February
"Emma stopped visiting."
Miivo flags Emma after the December review. Not in February when she has already gone. In December, when there is still time to reach out, acknowledge the experience, and give her a reason to come back.
Most businesses would find out in February. Miivo will tell you in December.
Catch It While There Is Still Time to Act
When a loyal reviewer leaves a rating that is significantly lower than their previous pattern, Miivo flags them as at-risk and alerts you immediately.
In your weekly session, your Miivo expert reviews the alert with you, explains the context, and helps you decide how to respond to the customer directly.
A personal message acknowledging their experience, sent while they are still visiting, is more effective than any win-back campaign sent after they have already left.
The ideal time to keep a customer is before they make the decision to leave.
Your Review History Is All It Needs
We Identify Your Repeat Reviewers
Miivo builds a review history for every Google reviewer who has left more than one review for your business, which helps to identify who your loyal regulars are based on their review pattern.
We Track Their Satisfaction Over Time
Miivo tracks every repeat reviewer's star rating across every review they leave. When someone who has consistently rated you highly leaves a noticeably lower rating, the pattern is flagged.
You Receive an Alert in Your Weekly Session
At-risk customers who are flagged appear in your weekly review session with your account manager, who helps you understand the context and decide what action to take.
No CRM, no database, and no technical setup required. Your existing review history is the data.
Find Out Which of Your Regulars Needs Your Attention Right Now
Start for free and get at-risk alerts for your loyal customers from the first week.