Posts Tagged ‘Google Maps’
By John Joyce on April 20, 2010 - Comments 2
Did you know that people can post a review of your business in Google Maps? Google also pulls reviews from other sites (Citysearch, Insiderpages) and automatically posts them to your business listing. Strangely, as the business owner, you have very little control over these reviews so you’ll have to add this to your “watch list” for online reputation management.
Sentiment Analysis is a quickly growing data set that listing services are collecting and publishing, so, what are your options when dealing with negative feedback that finds its way into your business listing?
- If a review was posted directly to your business listing in Google, you can flag it and then you’ll have to prove that the post violates published terms and conditions.
- Are you able to identify the person who posted the negative comment? If so, reach out to them, listen to their feedback and try to address their concerns. Ask them if they would be willing to change or delete their negative review.
- Google suggests you contact the webmaster of the 3rd party sites if the negative review wasn’t posted directly to your business listing. Some of these sites do allow you to post a “response from management” but that won’t show up in Google Maps. (Google does not allow you to post this type of response)
- Google lists 5-6 reviews so you can solicit new reviews from satisfied customers in an effort to push the negative ones off the page. Be careful, though; too many reviews being posted in a short period of time will trigger spam alerts and hurt your ranking.
Obviously, it helps to have a solid customer support system in place and an easy process for sharing feedback directly with you so these types of issues are not broadcast to the general public. Reputation management is an important aspect of your daily marketing life and should be treated as such.
By John Joyce on April 7, 2010 - Comments 0
You need to get people talking about your business. Period. Your product/service must offer an experience that compels customers to talk about you and recommend your business to their network of contacts. Of course, there’s a flipside to this equation and that’s when someone has a negative experience with your business and they decide to share that information on social networks. If you experience the latter, don’t run and hide; address the issue head-on and diffuse the situation within the same public forum it began.
To get started, visit each of these sites to determine if your business is listed and what people are saying. Claim your business, manage the conversation and address issues as soon as possible. You can’t make these sites go away so your best bet is to develop a strategy to make them work in your favor. This is an yet another social medium that isn’t perfect and is continuously evolving and your strategy will have to do the same.
By now you’ve heard all the hoopla about Yelp having “long faced criticism that it gives preferential treatment to businesses that advertise with the company.” Although Yelp maintains that there is no connection between the two, they did announce significant changes to the service this week.
Service providers like Yelp have proven how lucrative the local search advertising market is and Google is currently testing Enhanced Listings in Google Local Business Center that would allow business owners to create a unique, differentiated listing. Google’s beta service currently offers the following:
- Add yellow tags to promote coupons, a photo of your business, and more.
- Stand out in local business results on Google & Google Maps.
- See your performance in your account anytime.
- Cancel anytime. Pay just $25 a month.
Will Google face the same scrutiny as Yelp? We’ll have to see how this plays out but, if Google can collect $25 per month from a large percentage of small business owners, there’s a good chance we’ll see this rolled out in the near term.
The bottom line for businesses, especially “local” businesses, is to be aware of all these feedback sites and to monitor your reputation regularly.