Google Allows Businesses to Respond to Reviews on Local Search Results
Google has once again proved that it is very serious about its relationship with business owners. Google recently announced that they will now allow businesses that have claimed their Google Places listings to respond to reviews. According to Google:
Starting today, if you’re a verified Google Places business owner, you can publicly respond to reviews written by Google Maps users on the Place Page for your business . . . 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.
Google has even provided business owners with a guide and some helpful hints on how to respond to reviewers. However, Google Places does not allow business owners to respond to all reviews that appear on Google Place Pages, just those that are written by Google users directly at Google.
Google is not the first local search site to allow customers to respond to customer reviews. Many yellow page Web sites as well as Yelp and TripAdvisor have allowed business owners to respond to reviews for quite some time.
Still this illustrates that Google wishes to build direct relationships and deepen engagements with small business owners through Google Places.
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