Commexis Cast Daily – Apr. 25, 2018: Google Puts a Stop to Review Curation!

Today’s Commexis Cast discusses Google’s update to their Google My Business guidelines that bans that use of review gating and filtering. Specifically, Google has added this passage:

“Don’t discourage or prohibit negative reviews or selectively solicit positive reviews from customers.”

So, what do you do now that review gating is out of the question? Respond to your clients and customers openly and honestly. It is no surprise that Google would like to paint a fuller picture of a business listing by making negative reviews available. This gives a fantastic opportunity for your business to come in and “make right”. Not every customer is going to need the full nine yards of apology and service, but an acknowledgement of fault and a willingness to make the situation better certainly help.

A study by Location3 shows that businesses who respond to their customer reviews actually have a higher conversion rate in their paid search campaigns than companies that do not. Businesses with the highest response rate (8.13 percent) saw an average conversion rate of 13.86 percent. On the other hand, businesses with the lowest response rate saw an average conversion rate of 10.42 percent.

And if you continue to review gate following Google’s update policies? You can expect some, or all, of your reviews to be deleted. Yikes.

Today’s cast: Amy Leach (Commexis SEO Project Manager) and Matthew McGrorty (Commexis Videographer/Podcaster).

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