Google Makes Reputation Management A Little Easier

Google has added a new aspect to their Place Pages that all businesses should be utilising. Google has given you the opportunity to respond to reviews of your business left by happy or unhappy customers.

This move by Google is a fantastic opportunity for all business to actively engage in their online reputation management. To publicly respond to reviews left by others you must have a verified business listing, you can do this here – Google Places.

If you are not sure what Google Places are, they can be seen listed at the top of search results with a Google Map and the heading “Local business results for [insert your search term]” , see below for an example.


Why is this new feature on Google Places important?

Engaging with the people who have shared their thoughts about your business is a great way to get to know your customers and find out more. Both positive and negative feedback can be good for your business and help it grow (even though it’s sometimes hard to hear). By responding, you can build stronger relationships with existing and prospective customers.

For example, a thoughtful response acknowledging a problem and offering a solution can often turn a customer who had an initially negative experience into a raving supporter. A simple thank you or a personal message can further reinforce a positive experience. Ultimately, business owner responses give you the opportunity to learn what you do well, what you can do better, and show your customers that you’re listening.
Source – John Maguire, Google Place Page Team – Lat Long Blog

The new feature in action:

To help you,Google has even provided a handy guide on how to respond to reviewers, as well as instructions for review responses.

So get out there and make the most of this new feature on Google Places!

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