The FCC has long had guidelines that require the application of the Truth in Advertising endorsements on the web. Any form of material connection or incentive for web endorsements, like offline ones, need to be declared. With a blog post, testimonial, review or celebrity endorsement, if there is any form of compensation or close relationship […]
Recently, Google My Business moved some of its phone and chat support for US businesses to India. If you have had a recent experience with support, either phone or chat, how would you rate that support overall?
Why does Google show a 4.8 rating when I have all 5-star reviews? It is a question that comes up repeatedly on my blog and in the forums. Google, on its help page says: We calculate an overall rating based on user ratings and a variety of other signals to ensure that the overall score […]
Last week I shared my thoughts on whether a business should respond to every positive review. Given my lack of infallibility, I thought it made sense to survey consumers and ask them. Using Google survey we asked 560 reviewers what they thought. We asked: If you leave a review, do you think that the business […]
Earlier this month Google replaced the Local Carousel with a new type of search result. Since that time we have bandied about several names to describe it. Which name do you prefer?
Should we respond to every positive review? This is a question that came up several times during the recently completed Hospitality Marketing Summit conference where I spoke on managing reviews. It’s a great question. Obviously it makes all kinds of sense to respond to negative reviews. It allows you to address both that particular customer’s […]