June 2018 Customer Webinar
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This document provides an agenda for a meeting that includes the following topics: 1. A new success report to provide an overview of ratings and reviews data. 2. Updates on new filtering functions for reviews and multiple tabs. 3. A presentation from Mike Blumenthal on Google Question & Answer updates, including reporting capabilities to analyze and respond to questions. 4. A sneak peek at upcoming new features like a pop-up pixel, customer dashboard changes, and auto tagging. 5. Closing reminders about an upcoming survey and current job openings.
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June 2018 Customer Webinar
- 1. Agenda Today 1. New Success Report 2. Recent Updates 3. Mike Blumenthal’s Google Q&A Update 4. Sneak Peek At Our Next Features 5. Wrap-up and Questions
- 2. NEW – Success Report
- 3. Success Report Goals 1. The best view of your ratings and reviews success in one place 2. Account level data – helpful for multi-locations and SMBs 3. 1st-party and 3rd-party review content together 4. New filter button and functions – will be universal eventually 5. Control of individual 3rd-party reviews in the Review Widget
- 5. Multiple Tabs – Hooray!
- 7. Google Q&A Update with Mike
- 8. Google Q & A Average Location: 5 questions Questions/Month – 1800 Location Sample
- 9. Locations with Questions by Segment Walmart had 20 per location
- 10. 55% of All Locations Have Questions
- 11. 11% of Questions Reputation Related‘Why is this Walmart so full of Bums?’ A: ‘I don’t know if they are homeless. It’s full of drunks sometimes.
- 12. Google Q & A Alerts • New Questions • New Answers • Questions Removed • GFS Only
- 13. Google Q & A Reporting Single dashboard to analyze and respond
- 14. Q & A Reporting
- 15. Google Q & A Reporting • AI & Filters NOW Removing Question SMB & Small Chain 7% Big Box 6%
- 16. The Case For …. Monitoring, & Reporting...
- 17. The Case For …. Monitoring, & Reporting... 23% Violated TOS
- 18. Google Q & A Reporting • AI & Filters NOW Removing Question SMB & Small Chain 7% Big Box 6% Sm. Chain Case Study – Active Reporting 24% Removed
- 19. Plan, Post, Monitor, Respond & Report... ….Rinse & Repeat
- 20. A Peek At What’s Next
- 21. Pop-up Pixel
- 22. Customer Dashboard Becomes Customer Activity
- 23. 1 2 3 4 5 6 7 8
- 24. Auto Tagging
- 26. SERVICE
- 27. SERVICE PRICE
- 29. Client Accounts – Resellers Only
- 30. 1 2 3
- 31. A couple of closing items 1. We will be sending out a very short “Features Survey” this week by email that we’d love your response, so you can be heard! 2. We are hiring 3 new positions in support, sales and content marketing. All are remote and posted: getfivestars.com/careers
- 32. Questions?
Editor's Notes
- The volume, with seasonal variations, is largely steady for now….. It ramped up quickly, escalated during the holidays and returned to the mean. BUT consumers are just now learing about the problem and volume can be expected to increase
- GetFiveStars partnered with digital marketing agencies that specialized in local vertical markets. With their help we were able to get a sense of the likelihood that any given location might have a question. Who knew? In this research we looked at almost 1800 businesswa split between dental, car dealers, fast casual restaurants, insurance agents, home services & big box retailers. Fast Casaul, Dental, Self Storage were 50-250 location regional chains. For the big box retailers, I grabbed 100-150 sample locations for Sears, Staples, Home Depot, Walmart & Target Home services, chiro and cars were mostly 1 (maybe 2 or) location businesses
- For a product that was introduced so recently and was running in stealth mobile mode, no one is really aware of the degree of penetration. But we found that on average 53%% of all local listings from companies big and small had questions. Almost 94% of Bix Box 45% of Small and Medium business Who knew?
- GetfiveStasr has built a Solution that includes Active monitoring of each location for new questions, new answers and if a question is removed
- And a dashboard
- The process to report a question and/or answer that violates the Google TOS
- With many locations, the Planning and Posting might be more than many social teams can handle… but everyone of you need to be thinking about the reality of Monitoring these AND reporting
- Social Review proof to any page Settings similar to Review Widget to control Icons of sites (GFS will be a star for 3rd party sites) Option to link it to a page?