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September 2019 GatherUp Monthly Webinar

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September's webinar covers Google's review snippet announcement and how that impacts 1st-party reviews in the Google search results and a focus on review replies. We look at why replies are so important, Google review replies, Facebook replies and more.

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September 2019 GatherUp Monthly Webinar

  1. 1. MONTHLY WEBINAR September 2019 @GatherUp | GatherUp.com
  2. 2. September 2019 Webinar Agenda • Googles review snippet announcement • Replies – Why they matter • Google review replies in GatherUp • Google replies added to Review Widgets • Facebook recommendation replies (Coming this week)
  3. 3. Google’s review snippet change
  4. 4. Google updates review snippets • https://webmasters.googleblog.com/2019/09/making- review-rich-results-more-helpful.html • Google algorithmically removing 1st-party review stars • NO ranking penalty • Google views this as “self-serving”, so the source doesn’t matter, it’s the site showing it’s own reviews • 1st-party reviews still matter
  5. 5. https://gatherup.com/blog/google-and-review-snippets/
  6. 6. 1. Listening > Reviews
  7. 7. 2. Content – Fresh, keyword rich, auto-creation
  8. 8. 3. Social proof & conversion
  9. 9. 4. Keyword Research & Ad Copy
  10. 10. 5. Data Mining & Strategy
  11. 11. Change and test your meta
  12. 12. Change and test your meta
  13. 13. No. Just no.
  14. 14. Impact of Review Gating: Minimal Year Before Year After 4.66 +68% 4.59
  15. 15. Ok, questions?
  16. 16. Review Replies
  17. 17. Why review replies matter so much: • Engagement with your customer – good review or bad review • Replies on a bad review can save that customer • Every reply is a customer touchpoint • Replies show your next customer you care
  18. 18. What’s your response plan? @AaronWeiche Respond Solve Resolve • Read the review for the REAL problem • Craft a response • Offer a path to solve and resolve • Show you listen and care • Can you save the customer • Use private channels • Plan the “call tree” • Empower your team to find/offer solutions • Work the plan EVERY time • Make sure the customer is satisfied • Check back to see if review is updated, reach out weeks later if not
  19. 19. Customer Service is a spectator sport
  20. 20. Reply To Google Reviews via GatherUp • Authenticate with your GMB account • Ability to reply from Customer Activity
  21. 21. Authorization: Step 1
  22. 22. Authorization: Step 2
  23. 23. Authorization: Step 3
  24. 24. Authorization: Step 4
  25. 25. Google replies now show in the Review Widget
  26. 26. Facebook replies – coming soon
  27. 27. Notes & Reminders
  28. 28. https://changelog.gatherup.com/
  29. 29. Integrations & automation made easy
  30. 30. Final questions? support@gatherup.com Thank you!

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