Have you seen that Google is experimenting with a new Page One SERP design? If you don’t have a reputation management process at your company in place, this post will make it very clear why you can’t wait any longer.  This new Search Engine Results Page (SERP) design by Google put your review star count front and center in search results.

Today as I searched for Chicago Dealers and I was blown away how much Page One real estate was used for Google Maps listings.  This is the second time I saw this type of action on Page One this week, so it is time to start a discussion.

I color coded the SERP in sections to show that:

• Google Adwords was split on top and right shown in pink.
• Two organic listings were displayed above the new maps region, shown in green.
• That 7 spots were taken up with exploded Google Maps listings, shown in red.
• The remainder of the organics were shown under maps which were cut off on the screen capture.

Google Maps Changes IRM Strategies

I don’t see this type of display for all searches and maybe this is a new design for broad commercial searches but this is a game changer. What do you think?

What I can see is that Google review stars are SIGNIFICANTLY MORE VISIBLE which means that automotive reputation management processes must really be locked down. What I also see is that if you are not in the top spots for organic search, you will get crushed by this new design and experience significantly less clicks.

What I also would expect is that the Google Ads on the right side will receive less clicks. There is too much activity front and center that brings the consumers eye to the maps region. So this will also be a game changer for Adwords bidding.

Homework: Get your Google Maps listings updated with photos, videos, coupons, and make sure you have the geo-targeting set correctly. If this is a look at the future, the more complete and compelling your Google Maps listing is, the more calls and clicks you will receive.

If you need help, call: 732.450.8200.

The wait is over. DealerRater.com customers can now rejoice as Google Maps will now include the “star” counts on DealerRater on Google Maps. As you can see from the screen shot below, dealers like Marlboro Nissan with over 300 positive reviews, will benefit from this new change. Prior to this change, Marlboro Nissan had less than 10 review stars showing.

When Google Maps displays listings of car dealers, as shown below, it has been proven that high star counts increase click-through rates. With over 330 reviews displayed for Marlboro Nissan, their Google Maps traffic will surely increase. Their Internet Reputation Management program will really pay off now.

And when you click on the details for each dealer, you can see how well DealerRater.com reviews dominate the page:

Reputation Management Services

Congratulations to Chip, Matt, and the entire DealerRater.com team for getting this integration completed. Dealers looking for assistance and training to setup strong reputation management processes can contact PCG Digital Marketing for an IRM proposal.

I have some good news for you today. Car dealers can now respond positive and negative reviews on Google Maps! The feature that many dealers have been waiting for is finally here. If you have verified your Google Maps listing proving that you are the owner, you can now respond to any comments, positive or negative, when you are logged in to your account.

This is great news for dealers who have an Automotive Internet Reputation Management (IRM) process setup and who have been monitoring reviews on sites like Google Maps, Yelp, CitySearch, InsiderPages and Dealerrater. I also like the strategy of thanking people who place positive comments!

Here is the official notice from Google:

Whether you’re looking for a great lounge to hang out with your friends or a trusty shop to repair your bicycle, the web is a great place to discover and learn about local businesses and services. Some of the listings on Google Maps showcase reviews to help prospective customers make informed decisions and find the places that are just right for them. Reviews on Google Maps are assembled from a variety of sources on the web to give you the best possible overview of what people are saying about a specific place. We also encourage users to share their opinions by writing reviews directly on the Place Page of any place they’ve visited, be it a local business, tourist attraction or the like.

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. Engaging with the people who have shared their thoughts about your business is a great way to get to know your customers and find out more. Both positive and negative feedback can be good for your business and help it grow (even though it’s sometimes hard to hear).

By responding, you can build stronger relationships with existing and prospective customers. 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.

This new feature will make some serious competition for Yelp…but for now, it’s time for car dealers to take charge and come up with an review response policy and be careful how your comment on a negative review.

Demo of Comments

What is your reaction to this news?

I’m very excited to see that negative comments or characterizations can be challenged by car dealers who have been unfairly judged.  This of course reminds me to say that dealers must have an IRM policy in place with guidelines on who should respond, if at all.  Responding the wrong way to an angry customer or a negative review could compound the problem.