Google My Business (GMB) is a powerful digital marketing tool that provides companies with the opportunity to engage in two-way conversations with customers. It not only increases the ranking of your ads on Google My Business, but also directly boosts your reputation score. Whether you're a local service provider or a national company with multiple storefronts, GMB is an essential tool for your business. To make the most of this platform, here are five best practices for managing customer complaints on Google My Business.
1.Claim and Update Your Listings
The first step to optimizing your GMB listing is to claim all of them and keep them up to date. This is especially important if you have multiple locations. With GMB, you can create groups of locations in a main account and add new ones as needed. You can also check your listings for errors and automatically send corrections to all of them.
2.Pay Attention to the User
According to Hubspot, 72% of consumers who perform a local search visit a store within 5 miles. Additionally, Bright Local reports that 72% of consumers would use a local business with a rating of 3 out of 5 stars. Therefore, it's important to pay attention to user reviews and ratings and respond accordingly.
3.Include Special Times and Events
If you offer extended shopping hours during the holiday season or any other special times or events, make sure to include them in your company information on GMB.
This will help customers plan their visits better.
4.Respond to Questions
GMB allows customers to ask questions about your business. You can make your request by email or SMS with a link to your GMB profile. Make sure to respond promptly and accurately.
5.Use Promotions and Events
Think about promotions, events, sales, product launches, content launches, etc., that you can advertise via email or social media post and add them to a GMB post. This will help you increase visibility and attract more customers. By following these best practices for managing customer complaints on Google My Business, you can give your organization the exposure it deserves.