How 9 major Google My Business updates in 2020 can help you rebound

How 9 major Google My Business updates in 2020 can help you rebound

So long as the COVID-19 pandemic remains in our lives, brick-and-mortar businesses will experience a roller coaster of re-openings, temporary closures, victories and setbacks. Along the way, it’s clear that they’ll need to monitor their Google My Business (GMB) listings closely to protect their reputations. In recent months, we’ve seen Google launch several features designed to help businesses react to the pandemic by updating their GMBs with relevant information that affects their operations. Let’s take a closer look at those features and how businesses should view them. Temporarily closed The introduction of a Temporarily Closed feature made it possible for businesses to make the distinction between a permanent closure and […]

Is automotive a bellwether for Google My Business trends during COVID-19?

Is automotive a bellwether for Google My Business trends during COVID-19?

Over the past few months, COVID-19 has had a dramatic impact on the performance of Google My Business (GMB) listings across every industry. Businesses have scrambled to keep their GMB listings up to date and relevant with Google suspending customer reviews and scaling back support. Meanwhile, how has GMB performance been affected? To find out, I worked with my company Reputation.com to examine GMB performance across all verticals. One trend that seemed to come out of this analysis was that automotive appears to be not only a bellwether for the U.S. economy, but also as an industry to look at to see what is likely going to happen on GMB […]

When your Google My Business listing becomes your lifeline

The recent days and weeks have been a blur as I’ve helped clients manage their online reputations amid a global pandemic that continues to inflict a heavy toll. Oftentimes Google My Business has been in the eye of the storm, with businesses turning to their GMB listings to notify people of sudden changes ranging from scaled back hours to temporary closures. Here are three truths that have emerged from this experience: 1. Your GMB listing is your lifeline Under normal circumstances, people rely on a GMB listing to get essential information such as store hours and customer reviews to learn more about a business’s location. During the coronavirus pandemic, the […]

The rise of customer review amplifiers

Back in 2016, I introduced the concept of data amplifiers in this column. I defined them as consisting of publishers (such as Apple and Google) and data aggregators (such as Infogroup) that together make sure an enterprise’s location data is made available to all the places where people conduct near me searches. Since then, a few of the data amplifiers have become something else: Customer review amplifiers. Review amplifiers wield an inordinate impact on a business’s online perception. They not only amplify a company’s presence via search – but they also get more attention for a business through customer reviews. In 2020, Google and Facebook have emerged as the two […]

Get ready for an even stronger Google in 2020

Get ready for an even stronger Google in 2020

Welcome to a new decade. Search behavior continues to shape the way businesses operate in the digital world. And Google continues to influence search behavior. As I talked with my colleagues and researched trends for 2020, it became clear that for all the controversy surrounding Google’s growth – for all the buzz surrounding threats to Google, including the rise of Amazon – Google just keeps finding ways to become more dominant. Here’s what I see happening in the coming year: 1. Google asserts its dominance The two most popular sites in the world are Google and YouTube, with 108 billion users between them. Google is leveraging these them to become […]

Businesses need to think differently about customer feedback data in 2020

Businesses need to think differently about customer feedback data in 2020

[embedded content] Contributor and SMX speaker, Adam Dorfman, thinks the customer feedback ecosystem is going to play an even more important role in the coming year for businesses looking to improve operations and the customer experience. Below is the video transcript: Hi everybody, my name’s Adam Dorfman. I’m a director of product growth at Reputation.com and I’m going to talk about some of the trends and one big important trend that we’re seeing right now and that we think it’s going very much carry over into 2020. And that’s how up until recently, the way most businesses would think about how their business was doing was through the use of […]

SMX Overtime: Managing your online business reviews

SMX Overtime: Managing your online business reviews

Last month I spoke at SMX East about scaling online reputation management – specifically reviews. At the end of my presentation, “14 Tips to Scale Reviews Across Multiple Locations,” I fielded a number of fantastic questions from session attendees and wanted to follow-up on some additional ones. How do I convince clients to respond to reviews on Google? First and foremost, responding to customer reviews builds trust. When a business responds to reviews, it demonstrates that it cares enough about its customers to respond to them. Being responsive builds trust not only with the person who wrote the review but also with future customers who might be looking at reviews […]

How to level up from a Google My Business apprentice to a GMB master

How to level up from a Google My Business apprentice to a GMB master

How often should you review and update your Google My Business (GMB) page? GMB pages can require a lot of time and effort to monitor – just like your brick-and-mortar storefront, website, Facebook page and any other place where people interact with your business online and offline. And with Google the first place most customers now see any information about your business, you should review and update your GMB page frequently. 4 reasons you need to update your GMB page To everyday users, a GMB page is a destination for learning more about a business, finding directions, posting opinions about the business and contributing content such as photos of an […]

What does Google Maps ‘incognito mode’ mean for businesses?

What does Google Maps ‘incognito mode’ mean for businesses?

Google recently announced Android users will have the option to do incognito searches on Google Maps starting this month with iOS to follow soon. When users activate Incognito mode, they can navigate Google Maps without having their activity saved on their Google accounts – just as Google Search’s incognito mode works. For people wanting to protect their privacy while they use Google Maps for wayfinding, incognito mode should prove to be useful. Once the incognito mode is activated, Google won’t be able to offer personalized recommendations such as restaurants or things to do based on their usage history. Should businesses that have diligently built up their location information on Google […]