Curtis Boyd is the founder of a Southern California-based company, The Transparency Co, which has gained significant attention in recent months for the technology Boyd has developed to detect fake reviews at scale. Boyd’s company has recently secured government contracts to help ferret out fake reviews online.
Unstructured data now represents 80% to 90% of all new enterprise data, according to Gartner, but just 18% of organizations are taking advantage. Unstructured data, like product images, customer audio files, and comments from social media, represents an untapped opportunity for marketers.
Figuring out what type of Local Guides are leaving reviews, and what kind of reviews they are leaving, matters for a few reasons. First, Local Guides are responsible for writing more reviews of local businesses than any other group on the internet. Second, Local Guides write reviews under circumstances that make them different from ordinary consumers: They are self-selected volunteers who get rewarded, albeit in a non-monetary fashion, for their contributions. Fairly or not, they are often thought of as biased and their contributions as less valuable, merely “written for points.” Third, the true characteristics of Local Guides are not well known, because they have not yet been subject to this type of study.
Examining 3.7 million shopper reviews online, Reputation found that Google Business Profiles now have more impact on a location’s findability than any other factor. With 90% of consumers reading reviews before making a purchase, and review volume up 12% from 2020, retailers can’t afford to miss out on the opportunities that localized online marketing provides.
Companies are adapting at breakneck speed. For example, Dick’s Sporting Goods is offering curbside pickup to protect its customers and staff. DoorDash is discounting delivery services to help working parents. Walgreens is making it easier to get critical prescriptions. Measures such as these have been essential in instilling a sense of community, care, and trust.
We must not attempt to carry on business as usual. We can no longer think about marketing and advertising in the same ‘brand vs. demand’ framework. Now is the time for brand assurance — to actively fulfill brand promises, to help customers, and to maintain brand reputation.
In healthcare marketing, it all comes down to the patients. Adding patient reviews to a healthcare organization’s website can improve its ranking in the Google algorithm, particularly when those reviews are filled with relevant keywords. Just as importantly, though, patient reviews have a positive impact on the way other people view medical websites. Practice websites with user-generated content, including reviews, score higher in reliability, expertise, and professionalism.
Here are six examples of review generation and management platforms aimed squarely at healthcare organizations.
One of the oldest and still most influential drivers of local commerce is word of mouth. Though that’s sustained at a high level, the delivery vessel for local chatter has evolved. Social channels like Facebook and Yelp now shape the reputations of brick-and-mortar businesses, not to mention the kingmaker authority of Google.
This month, we will delve into the latest trends and insights driving reputation management, taking Word of Mouth as our theme.
Fueled by the growth of mobile and set to rocket even further north in coming years thanks to voice, unbranded searches like “burgers near me” or “Thai food” are growing as fast as 113% year over year, according to a fresh study by multi-location marketing firm MomentFeed. Unbranded search grew about 30% from 2016 to ’17 and 56% the following year before doubling pace in 2018-19, suggesting the slope of this trend’s adoption could get even steeper in coming years.
Loyalty to local businesses may never cease to be an important factor in brick-and-mortar commerce, but the boom of “near me” searches and the emphasis on convenience in the age of mobile search make a prime online presence for the quick-querying passerby more important than it has ever been. This latest Uberall data indicate that responding to reviews can provide the slight 5-star rating bump that guides an unfamiliar customer into a store she may otherwise pass up for a higher-ranked competitor.
When customers are looking for a quick fix and do not intimately know the shops around them, star-rating averages are crucial. A new report by location-based marketing firm Uberall indicates they are so influential in consumer decision-making processes that a mere 0.1-point jump in a store’s average rating can increase its conversion rate by 25%.
Local businesses are struggling to adapt to a world where online reputation drives offline sales, and fake reviews are making the transition harder. What’s more, the fake review problem is getting worse. A Harvard study found that fake reviews on Yelp grew from 5% to 20% over several years.
There are lots of reasons for this trend, but this is an area where big data can be used to the benefit of consumers and businesses to increase trust. This means it’s on the tech community—not small businesses—to fix fake reviews. Just as media platforms have a moral obligation to avoid the spread of fake news, review sites have a responsibility to their users and businesses to ensure their content is as accurate as possible.
Marketers know that in a world of globalized competition, consumers are one click away from choosing a different product or service. Taking a stand can help brands appear righteous and earn consumer loyalty, which is why brand safety scandals necessitate a massive and speedy PR response. However, responding to or apologizing for such scandals can only be perceived as authentic the first time around—not the second time, and definitely not the third. The endless cycle of brand safety scandals reveals one of two things about today’s brands—they’re either lemmings, or they don’t really care about brand values.
While SMB digital marketing spend has seen a steady rise, SMBs are being more conservative about the agencies and vendors with which they partner. In the transparency era, consolidating spend with a select group of trusted agency partners that offer multiple core services is now the norm.
For agencies that cater to SMB brands, these trends have created opportunities and challenges. There is money to be had, but only organizations that differentiate themselves from the competition and can deliver clear ROI will benefit. So how can SMB agencies show their value to brands and ensure revenue growth? There are three opportunity areas, in particular, that can help.
Beyond the star ratings lies a wealth of information. Sentiment and opinions can be used to shape the way brands develop their highest-selling products. Given the volume of reviews posted each day, however, it would be impossible for most major brands to analyze every customer reaction individually. Instead, a growing number of brands are utilizing artificial intelligence (AI) technology to extract and analyze the sentiment from product reviews. Here are five examples of platforms that offer this type of AI technology for analyzing customer feedback posted online.