Inside the Head of a Google Review Coach: September 2023

Thursday, 28 September 2023

Online reviews hold significant weight in influencing consumer decisions. When it comes to Google reviews, the impact goes beyond just consumer perception. Keywords in Google reviews can actually have a positive effect on your search engine optimization (SEO) efforts. In this comprehensive guide, I'm going to show you how keywords in Google reviews can help boost your rankings and reach with the intent of attracting more customers to your business.

How Google Reviews Influence SEO

Google values customer feedback and strives to provide the best search results for its users. As a result, Google considers customer reviews as a ranking factor for local businesses. Numerous studies have confirmed the correlation between reviews and SEO rankings, and Google has indirectly acknowledged this connection. In the following sections, we will delve into the various ways in which Google reviews can contribute to your SEO strategy.

The Basics of Google Local Ranking

To understand the impact of Google reviews on SEO, it's important to grasp the fundamentals of local ranking. When users search for local businesses, Google considers multiple factors to determine which businesses to display. Some of these factors include business categories, keywords, incoming links, and on-page SEO. Review signals, which encompass review quantity, velocity, diversity, and more, rank as the third most influential component for higher rankings in the local pack. Moz, a leading SEO authority, has identified review signals as having a 15.44% share of all ranking factors. That is significant and something you can and should influence.

The top 8 local pack ranking factors, as identified by Moz, are as follows:

Google My Business Signals (25.12%)
Link Signals (16.53%)
Review Signals (15.44%)
On-Page Signals (13.82%)
Citation Signals (10.82%)
Behavioral Signals (9.56%)
Personalization (5.88%)
Social Signals (2.82%)

It's crucial to note that the local pack rankings, which appear alongside a map in search results, heavily rely on review signals. These rankings provide users with quick access to important business information, including star ratings and customer reviews. While Google reviews primarily impact local rankings, they also play a role in organic rankings.

Review Quantity

The quantity of reviews your Google Business Page receives is an important factor in both local and organic rankings. When users come across businesses with similar star ratings, they are more likely to choose the one with a higher number of reviews. This psychological phenomenon stems from the belief that a larger number of reviews indicates a more trustworthy and reputable business. Google recognizes this and tends to rank businesses with more reviews higher than their counterparts.

As a service-oriented platform, Google aims to connect users with the best businesses that fulfill their needs. Therefore, having a substantial number of reviews, coupled with a positive overall rating, positions your business as an attractive option for potential customers.

The quantity of reviews your Google Business Page receives is an important factor in both local and organic rankings. It also has a very big influence on whether or not a potential customer is going to contact your business or your competitor. When users come across businesses with similar star ratings, they will read the reviews of both businesses. If one business has lots of 5-Star ratings with no or short comments, they will go on to the next business looking for more substance. People want to read reviews that are helpful, relevant, and trustworthy. Google recognizes this and tends to rank businesses with better-written reviews higher than their counterparts.

As a service-oriented platform, Google aims to connect users with the best businesses that fulfill their needs. Therefore, having a substantial number of reviews, coupled with a positive overall rating, and well-thought-out reviews positions your business as an attractive option for potential customers.

Google Reviews with Text

When customers leave reviews on Google, they have the option to provide a star rating along with a description of their experience. While the star rating alone holds value, reviews with text carry even more weight. Not only does Google give credit to reviews with text, but consumers also find them more valuable. When consumers visit your page, they want to gain insights into other customers' experiences and form realistic expectations of what they can expect from your business. Reviews without explanations fail to meet these needs, which is why Google and consumers alike favor reviews with text.

One of the easiest ways to see if a company us using an automated review service that sends review requests by text or email is to look at the quality of their reviews. If you see star ratings with no or shore comments, this is a sure sign they are not verbally asking their customers to write a review.

Review Velocity

Review velocity refers to the consistent flow of reviews coming into your business over time. Actively generating reviews sends a strong signal to Google that you take your business seriously and are likely a legitimate and reliable option for users. Review velocity also plays a significant role in attracting consumers. A study conducted by BrightLocal found that 73% of people consider reviews older than three months to be no longer relevant. Therefore, it's essential to consistently gather fresh reviews to maintain your business's visibility and credibility.

Review Diversity

Review diversity involves having your business listed on various directories and ensuring consistent information across the web. While Google places more emphasis on citation signals (such as consistent NAP - Name, Address, Phone Number), review signals from third-party sites also impact local rankings. The number and speed of reviews on these sites contribute to review diversity, although they are not as influential as Google reviews themselves. The authority of the third-party review sites also plays a role in this aspect, with higher authority sites carrying more weight.

Authority of Third-Party Review Sites

The authority of the sites where you generate reviews also influences review diversity and local rankings. Google considers the domain authority of these sites when evaluating your business's credibility. Directory sites with high domain authority, such as BBB.org, TripAdvisor, and MapQuest, can positively impact your business's overall online presence.

Keywords in Reviews and SEO

Keywords in reviews have a direct impact on SEO rankings. Moz's ranking factors survey ranks product/service keywords in reviews as the 12th most important factor for local pack rankings. For instance, if you are a pest control operator and your reviews frequently mention "bed bugs," you are likely to rank higher for bed bug-related searches in your area. Google has recently introduced the "Ask A Question" feature, where searchers can pose questions, and Google finds reviews that answer those questions, highlighting similar keywords. As the importance of keywords in reviews continues to grow, it becomes essential to encourage customers to mention relevant keywords organically in their reviews.

How to Encourage Keywords in Google Reviews

While you cannot explicitly ask customers to include certain keywords in their reviews, there are strategies to guide them in the right direction. One approach is to prompt customers to write about their experience with your company, including specific details related to your products or services. Another effective tactic is to inform customers that the business owner reads Google reviews aloud to the entire staff every morning, creating an incentive for customers to share their thoughts and opinions. By employing these techniques, you increase the likelihood of customers naturally incorporating keywords into their reviews.

Conclusion

Google reviews have a significant impact on SEO rankings, particularly for local businesses. By understanding the importance of keywords in reviews and implementing strategies to encourage customers to use relevant keywords, you can improve your search engine visibility and attract more potential customers. Remember to focus on review quantity, text-based reviews, review velocity, review diversity, and the authority of third-party review sites. By prioritizing these factors and leveraging the power of Google reviews, you can strengthen your SEO efforts and position your business for success in the digital landscape.

Remember, the key is to provide exceptional customer experiences and encourage customers to share their thoughts through reviews. By doing so, you not only improve your SEO rankings but also build trust and credibility with your target audience. Embrace the power of keywords in Google reviews and watch your business thrive in search engine results.

The Perfect Google Review Request Script

Why you don't want to link to your Google review page on your website ... or anywhere else for that matter

Why you want to tell your customers what you do with your Google reviews

Why timing matters (a lot) when asking for a Google review

The problems with in-office reviews ... and how to avoid them

The problems with using QR Codes to get Google reviews ... and how to avoid them

Apathy or Anger: Which is worse?

When you send unsolicited requests to your customers asking them to write a review by text or email, they will respond in one of three ways. Here's what you can expect.

1) The vast majority of your customers will respond with apathy. They won't stop what they're doing and write a review for your company, even if your service is outstanding. Responding to an unsolicited review request is highly unlikely. They see your request as nothing more than an irritating gnat landing on their nose. They will flick you away with no thought.

2) A small percentage of your customers will be angered by your thoughtlessness. They will either write a bad review, click on the spam button asking you to never contact them again, or make a mental note that for some reason your company feels comfortable spamming them.

3) Another small percentage of your customers will stop what they're doing and give your company a 5-star rating. Some of them will leave well-written comments that Google wants to promote and potential customers are excited to read, while others will not. If you've ever sent unsolicited review requests you know that the number of people who respond to your request is very low, typically less than 5% if you provide outstanding service and less than 2% if your service is good.

On the other hand, when you follow the Review Integrity Method, and verbally ask your customers if they will write a review following "The Perfect Google Review Request Script," you can easily get response rates over 80%. Not only that, but the vast majority of those reviews will be well-written, keyword-rich reviews that are helpful, trustworthy, and relevant to the service you provided. These are the reviews that cause Google to share your business listing to a much bigger audience.

Innovative Ideas for Incentivizing Google Reviews

There are a number of ways to reward your staff for asking for and getting Google reviews, without violating Google's TOS. Here are a few ideas:

Offer non-monetary rewards, such as gift cards to local businesses, extra vacation days, or a public recognition.
Run a contest or drawing for employees who get the most reviews in a given month or quarter.
Create a leaderboard to track employee progress and reward those who are consistently performing well.
Offer a bonus or commission to employees who generate reviews that lead to new sales or customers.
Host a team-building activity or event as a reward for employees who help to improve the company's online reputation.

It is important to be creative and to choose rewards that will motivate your staff and help to achieve your desired results. For example, if you are looking to increase the number of reviews from your customers, you could offer a gift card to the employee who gets the most reviews in a month. Or, if you are looking to improve the quality of your reviews, you could offer a bonus to employees who receive reviews that mention their name or highlight specific aspects of your business.

Here are some additional tips for rewarding your staff for asking for and getting Google reviews:

Make sure that all employees are aware of the rewards program and how to participate.
Communicate the program regularly and remind employees of the goals.
Be consistent with rewarding employees for their efforts.
Recognize and celebrate employees who are successful in the program.

By following these tips, you can create a rewards program that motivates your staff to help you improve your online reputation and attract more customers.

How to Respond to Google Reviews: A Step-by-Step Guide

Ever find yourself staring at a Google review, unsure of where to begin with your response? We've all been there. What if I told you that responding to reviews isn't just a necessity but an art form that can turn a critique into an opportunity? Intrigued? You should be.

In the digital landscape, your responses to Google reviews are as vital as the reviews themselves. It's not just about hitting reply; it's about crafting responses that resonate with authenticity and showcase your commitment to customer satisfaction.

Join me in this insightful blog post as we unravel the mystery behind responding to Google reviews. I'll walk you through a step-by-step guide that goes beyond mere words, delving into the nuances of turning every review, positive or negative, into a chance to strengthen your brand. By the end, you won't just know how to respond; you'll have the tools to transform each interaction into a positive reflection of your business. Get ready to master the art of response because this step-by-step guide isn't just a walkthrough – it's your key to turning reviews into relationships. Your journey to impeccable responses starts now.

Receive a notification. When a customer leaves a review for your business on Google, you will receive a notification. You can also check your Google My Business account to see all of your reviews.

Read the review carefully. Before you respond, be sure to read the review carefully and understand the customer's feedback. This will help you to craft a thoughtful and appropriate response.
Respond promptly. It is best to respond to reviews as soon as possible. This shows the customer that you are taking their feedback seriously and that you are committed to resolving any issues.
Be professional. Even if the customer is being unreasonable, it is important to remain professional in your response. Avoid getting into arguments or name-calling.
Be specific. When responding to a review, be specific about what you are doing to resolve the issue or improve your business. This shows the customer that you are taking their feedback seriously and that you are committed to making things right.
Be grateful. Thank the customer for their feedback, even if it is negative. This shows the customer that you value their input and that you are committed to improving your business.

Here are some additional tips for responding to Google reviews:

Personalize your responses. Use the customer's name in your response and address their specific concerns. This shows the customer that you are paying attention to their feedback and that you value their business.
Be honest and transparent. If you made a mistake, own up to it and apologize. Don't try to make excuses or blame the customer.
Be positive. Even if you are responding to a negative review, try to be positive and focus on resolving the issue.
Use keywords in your responses. This can help your reviews rank higher in Google search results.

By following these tips, you can respond to Google reviews in a way that is professional, helpful, and effective. This can help you to improve your online reputation, attract new customers, and grow your business.

Google does not explicitly state that using keywords in your responses to reviews will help your business rank higher in search results. However, there is some evidence to suggest that it may help.

For example, Google's documentation on reviews states that "Google takes into account the quality, relevance, and freshness of reviews when ranking businesses in local search results." This suggests that Google considers the content of reviews to be an important factor in ranking.

Additionally, there are many case studies and blog posts from SEO experts who have reported seeing positive results after using keywords in their responses to reviews.

It is important to note that Google's algorithm is complex and constantly changing, so it is impossible to say for sure how much of an impact using keywords in reviews has on ranking. However, given the evidence that is available, it is a good practice to use keywords naturally and authentically in your responses to Google reviews.

Here are some additional thoughts on why Google might consider using keywords in responses to be a positive ranking factor:

It shows that the business is relevant to the keywords that people are searching for.
It shows that the business is responsive to customer feedback.
It can help to improve the quality of the reviews by encouraging businesses to address specific customer concerns.
It can help to make the reviews more informative for potential customers.

Overall, there is a good reason to believe that using keywords in your responses to Google reviews can help your business rank higher in search results. However, it is important to use keywords naturally and authentically, and to focus on providing helpful and informative responses to customers.

Again, I am not claiming that using keywords in your responses is a guaranteed way to rank higher in search results. However, it is a good practice to do so, as there is evidence to suggest that it may help.

Navigating Negative Reviews: Turning Challenges into Opportunities

The most effective ways to navigate negative reviews and turn them into opportunities are to:

Acknowledge and apologize. The first step is to acknowledge the customer's complaint and apologize for their experience. This shows that you care about their feedback and that you respect their opinion. Don't argue, blame, or make excuses. Instead, use empathetic language and express your regret for the inconvenience or disappointment they experienced.
Investigate the issue and resolve it. Once you have acknowledged the customer's complaint, you need to investigate the issue and resolve it as soon as possible. You may need to contact the customer to get more information or to offer a solution. If you can resolve the issue quickly and efficiently, it will show the customer that you are committed to providing a good experience.
Respond to the review publicly. Once you have resolved the issue, you should respond to the review publicly. This shows other potential customers that you are responsible and that you care about your customers' feedback. In your response, be sure to apologize again for the customer's experience and explain what steps you have taken to resolve the issue.
Use the feedback to improve your business. Negative reviews can be a valuable source of feedback. Take the time to read and understand the feedback, and then use it to improve your business. This could mean changing your products or services, improving your customer service, or implementing new procedures. By using negative feedback to improve your business, you can show your customers that you are committed to providing a better experience for everyone.

Here are some additional tips for turning negative reviews into opportunities:

Be prompt. Respond to negative reviews as soon as possible. This shows the customer that you are taking their feedback seriously and that you are committed to resolving the issue.
Be professional. Even if the customer is being unreasonable, it is important to remain professional in your response. Avoid getting into arguments or name-calling.
Be specific. When responding to a negative review, be specific about what you are doing to resolve the issue. This shows the customer that you are taking their feedback seriously and that you are committed to making things right.
Be grateful. Thank the customer for their feedback, even if it is negative. This shows the customer that you value their input and that you are committed to improving your business.

By following these tips, you can turn negative reviews into opportunities to improve your business and show your customers that you care about their feedback.

Why Your Customers Needs To Know Your Name When You Ask Them To Write A Review

Cracking the Code of Google Reviews for Your Business

Navigating the world of Google reviews can be tricky, but there's a simple strategy that can make a big difference. Today, I want to talk about encouraging your happy customers to mention your name (or the name of our service provider) in their review, without you asking them to do so. I’ll show you an example of two of my 5-star reviews at the end of this article so you can feel the difference, not only as the reader of the review but as the provider of the service.

Why This Matters So Much

The Power of Being Real:

Google likes reviews that are real and detailed. When a customer adds your name to their review, it makes the review more trustworthy. This not only helps attract new customers who read the review, but also fits well with what Google looks for in honest and detailed feedback.

Building Real Connections:

Making your customer interactions personal sets you and your business apart from your competition. When customers willingly include your name in a review, it becomes more than just a compliment – it turns into a sincere recognition of your hard work. Happy customers are much more likely to write a review when they can brag about the person who provided outstanding service by name. When they don’t remember your name, they are less likely to write a review because they find it embarrassing to write a generic review that they know you’re going to read, and address you as “that man” or “that woman.” Don’t make them do that.

Cracking the Google Review System:

Google uses complex computer programs to sort and check reviews. If a review doesn't have specific details, like the name of the service provider, it does not look trustworthy. By providing a service that makes customers want to include your name, you reduce the chance of the review being filtered by Google. This helps ensure that your happy customers can tell their stories without the fear of their reviews being hidden from the public.

Helping Customers Remember Your Name

Start with “Hello”:

When you first meet your customer or patient, introduce yourself ”by name” in a friendly way. If you know their name already, your introduction might be like this. “Hi Ms. Jones, my name is Bob and it’s great to meet you.” If you don’t know their name, it’s always a great idea to give your name first before asking them for their name. Hi, I’m “Bob.” or, “Hi I’m Bob. What’s your name please?”

Yes, you want your customer to know and use your name, but it’s just as important that you use their name too. When you call them by name, it shows a higher level of respect and it creates a feeling of mutual recognition and reciprocity. When customers hear you address them by name, they are more likely to want to call you by name too. This is a simple way to encourage them to ask for your name if they forgot it and remember it when they write their 5-star review.

Use Nametags:

You can also make it easy for your customers to remember your name by either wearing a name tag or having your name embroidered on your uniforms. This is particularly important if you’re the primary service provider or if you have a unique name that’s hard to remember. If you run a medical practice or a service business, you’re going to want to get name tags or embroidered uniforms for everyone.

Share Business Cards:

When you’re ready to part ways with your customer or patient, give them a business card with your name printed on it. This will not only provide a physical reference for them when they go to write their review, but it also gives them the feeling that you’re willing to be available in the event they need further assistance. It's a simple yet effective tool to help customers remember your name and link it to their positive experience. This is especially important if your name is unique or hard to spell.

Here are two examples of 5-star reviews written by happy clients. One of them mentions me by name in their review and the other does not. They were both very happy with the service. Notice the difference as to which review looks and sounds more genuine and trustworthy and which one does not.

With my name

I have the utmost respect for Bob. Been working with him for more than 4 years and he has always been helpful in giving suggestions for improving our reviews. He is always readily available and takes time to help us improve.

Without my name

As a search marketer, I'm always looking for ways for my clients to get local reviews. Nothing worked well until I found Best Local Reviews. Now I suggest this system to all of my clients doing business locally. It really works!

If you want customer reviews that are trustworthy and more likely to be promoted by Google and other review sites, make it easy for them to remember your name. They want to use your name in their review, just like you would want to use the name of your dentist or your plumber if you wrote a review for their business. Happy customers want to brag about you personally, and your business. So, give them what they want.

10 Ways Google Reviews Can Help You Attract New Customers

Overall, Google reviews are a valuable tool for businesses of all sizes. By encouraging customers to leave reviews and responding to reviews in a timely and professional manner, businesses can improve their online reputation, attract more customers, and grow their business.

Here are some of the hidden features of Google Reviews that most business owners don't know about:

You can filter reviews by date, rating, and keyword. This can be helpful for identifying trends in customer feedback and identifying areas where you can improve.
You can respond to reviews, both positive and negative. This is a great way to show customers that you value their feedback and that you are committed to providing a good experience.
You can flag reviews that are inappropriate or violate Google's guidelines. Google will review the flag and take action if necessary.
You can see how many people have viewed your reviews. This can give you an idea of how much reach your reviews are having.
You can use Google Reviews data to improve your local SEO. Google uses reviews data to rank businesses in local search results, so having positive reviews can help your business get noticed by more potential customers.

Here are some additional hidden features of Google Reviews that business owners may not be aware of:

You can use Google Reviews to manage your reputation online. Google Reviews allows you to respond to reviews, flag inappropriate reviews, and report reviews that violate Google's guidelines. This can help you to maintain a positive online reputation.
You can use Google Reviews to learn more about your customers. Google Reviews can provide you with insights into your customers' needs, preferences, and pain points. This information can be used to improve your products and services and to create a better customer experience.
You can use Google Reviews to promote your business. You can share positive reviews on your website and social media pages to showcase your business to potential customers. You can also use Google Reviews to create customer testimonials that can be used in your marketing materials.

The Hidden Features of Google Reviews You Didn't Know About