What things have changed with Google+ local new review platform?
Lots, more spam filters, Zagat numbering (now gone), more granularity. Service, decor, quality etc. Not just one rating.
@Justin_Whitener: “500 That’s an error Please try again later That’s all we know” I get this when I try & manage G+ biz
@mblumenthal: 500 error A known bug. One more reason to hold off on G+Local & G+Page merge. Report to Google.
@JennyLynnSEM: Descriptive terms are going to be integrated into Zagat review interface on Google+ Local, going forward!
@dan_patterson: I still see Zagat scores in the SERPs, and other times just “Score.” Are they phasing it out?
@mblumenthal: Zagat gone from input and + output but still remain in Serps. I assume they are history… but not yet.
@scott_dodge: According to #localu they are not going anywhere. But who knows… that was a month ago.
@mark_homer: My understanding is google still converts words to a 30 point score internally
@mblumenthal: Yes just put words to numbers.
How can you get mobile reviews if a customer is in shop with phone in hand?
Android can still leave reviews via the browser at Google. No great solution for iPhone on google. You can generate a URL for iPad that will work on Google. Instructions here – http://t.co/kHpnzKUK.
Insiderpages allows mobile reviews via the iPhone, if they are Yelpers they can start a review but not post. Most clients would not laready have the iPhone app either… one more hurdle.
@EdmontonSEO: There’s the Google Local app for iPhone. Can leave reviews on that. I just did the other day.
@mblumenthal: But requires download. Most custs. don’t have & App sucks!!
@EdmontonSEO: Thought for iOS app: prepare a step-by-step printout with QR code. Customers in waiting rooms encouraged to download and review.
@niftymarketing: Is their any word from google on if they are going to add the option for web on iPhone?
@mblumenthal: Actions speal louder than words. Been almost 6 mos.
How do reviews affect rankings in Google+ Local?
Research indicates that having more than 10 reviews ONLY increase rank one position. Review site diversity probably has similar benefit but really the wrong ?. Reviews are about credibility with clients. Not Rank.
Reviews may be a performance indicator but they are not performance. The goal is not to get more reviews, the goal should be to have satisfied customers that are willing to recognize your great job with a review.
To paraphrase @Audette Review management should be done gently-When done well, should be almost unnoticeable to client & Google. It should be integrated into your customer relations mgt. at a company level, top to bottom. Always respecting the customer.
@niftymarketing: Some people think negative reviews hurt rank/ctr. Thoughts?
@mblumenthal: I have not seen any indication that negative review hurts rank. Negative reviews prob hurt cred & CTR.
@scott_dodge: I personally think negative reviews give credibility to the positive reviews. 100% positive could be a red flag IMO.
@mark_homer: Love this econsultancy study on negative review increase CTR – http://t.co/1a1LviUK
@JennyLynnSEM: Here is a Slideshow that I had saved, “Viability on Google+ Local” – http://t.co/XS59ji4J
@pincock: A company with no negative reviews looks suspect. Authentic reviews tend to be balanced.
Can you explain Google’s New review filter?
OK, I will try. Will nick duplicate reviews, reviews w/urls, reviews by page mgrs. Penalizes reviews w/ recent account creation. May filter may target certain industries and review spam patterns. Complex, uses multiple signals, favors existing reviewers.
If what you are doing is resulting in many lost Google reviews, change what you are doing.
Research on neg. reviews indicate 1 bad review at end of a list of good reviews will increase buy in. Dup reviews on G and across net will result in take down. Benefit of more granular Google reviews allow for bad decor but Great food. Since review site diversity is as or more important than review volume, why worry?
Review stations likely to trigger conditions that lead to review takedowns. Use cautiously (or not at all).
E-mail solicitation in and of itself not a reason… but may trigger other conditions that lead to review takedowns. go easy. If using emails then send emails more frequently, send fewer, give users other choices to limit footprint at Google.
@JennyLynnSEM: Since only registered users on Google+ can post reviews biz’s have an easier way to follow up on negative reviews.
@my_fair_katie: How should we encourage customers … on Google?
@CMCasseday: Make it easy, give them a step-by-step guide.
@mblumenthal: Make it easy but NOT just on Google.
@danaditomaso: I don’t know if customers who are waiting should be leaving reviews.
@EdmontonSEO: Most people waiting are repeat customers. Thinking about my own dentist, doctor, and auto mechanic.
@mblumenthal: Depends how LONG they have been waiting.
@danaditomaso: Exactly! Although, if you have a bunch of angry “I waited an hour!” reviews, fix right there.
@EdmontonSEO: I’m imagining only giving the print out to known existing customers.
@AdamGSteele: Has a study ever been done on which sites are the best to earn reviews on? Most trusted?
@mblumenthal: Very client specific.
What tactics seem effective + safe for getting more reviews?
Honest, regular ask. Integration with a full customer satisfaction process. Respecting client needs, giving them choices.
@scott_dodge: Getting a very slow trickle of reviews across the whole net not just G. A gentle ask, integrated into biz processes, ethical.
How do you recommend businesses respond to negative reviews?
Very carefully. Own problem, offer solution (rationally). Real target is prospects not the unhappy customer. Prospects know that you might have problems, they just want to see that you are reasonable. Many SMBs are totally loony. If you can’t be reasonable DON’T RESPOND!
A^ for the record I ran a retail store with my father for 20 yrs so I speak from personal experience on that loony point.
@MichelleRobbins: promptly, honestly
@kenjansen: I disagree – fix the problem and maybe customer will review your fix or perhaps refer you biz.
mblumenthal Always offre fix but orig customer may be lost.
@JennyLynnSEM: Reach out, Correct, and Offer Expected Results
@AdamGSteele: A simple acknowledgement will do. They just want to be heard.
@scott_dodge: I’d probably start with the citation study by @EdmontonSEO & @davidmihm – see what offers reviews and go from there.
@RickGalan: Like you would if they called your CS line with the problem. Reach out, do everything you can to correct.
@mblumenthal: Yes. But regaining customer unlikely.
@RickGalan: I guess that all depends on what your customer service typically does.
@mblumenthal: But always better to get complaints offline.
Are there any good articles you or others have written on reviews?
Phil Rozak, Miriam Ellis, Matt McGee have all written some excellent articles on reviews.
Here is one that @PhilRozek recently wrote that is very good: http://bit.ly/PtAwJm
@davidmihm: Marissa Mayer pulls the trigger: Yahoo just purchased mobile recommendations app Stamped http://tnw.to/a6UW
What do you think is the biggest issue SMB’s face in dealing with reviews?
Biggest issues SMB faces with reviews? Themselves. Most small businesses have nothing to fear but themselves.
Issues are attitude and process. Don’t worry about any 1, 5 or 10 reviews. Integrate ask into business processes.
@thompsonpaul: Have recommended to hotel clients “if you enjoyed stay, please review, if not enjoyed, please talk to us @ frnt desk”
Where do you the review space going in 2013?
I am better at interpreting the present than predicting the future If I have to predict: it will be bigger PITA.
Best review process is a customer satisfaction process that catches complaints and fixes broken systems BEFORE asking for review.
What tools do you reccomend for dealing with reviews?
What tools for managing reviews? I have not yet found one that does everything well…What tools would you suggest?
@niftymarketing: Google Alerts, Getlisted, Sweetiq, bright local, chat meter, review push.. Not perfect, but might work for SMB’s
@kenjansen: Value of local search article http://t.co/NKApSVOh
@lutherlowe: If you’ve unlocked your listing on http://biz.yelp.com , you can opt-in to email alerts when new reviews come in.
@EdmontonSEO: For review tracking, you could just use a web page change monitoring service like http://bit.ly/4fVZy4 . There are others as well.
@mblumenthal: Not too noisy w G?
@EdmontonSEO: I haven’t tested the idea. Setting it up at the moment though.
@lutherlowe: Don’t ask for reviews. http://t.co/IhGLDopI
@CatalystLocal: Best CURRENT advice on reviews. http://t.co/zdaToZc7
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