Businesses are struggling to keep up with the impact of COVID-19 and Google is no exception. As organizations work to maintain the accuracy of their Google My Business Listings, Google is also focusing their resources on verifying the quality and reliability of information on Google Search and Maps. 

In addition to publishing information on how to keep consumers informed during these unprecedented times, Google also announced some temporary limitations to Google My Business functionality, including a short-term change to reviews.

Here are the highlights:

New reviews, new review replies, and Q&A are temporarily unavailable

Google will not publish any new reviews, review replies, or Q&A until further notice. Customers can still write a review (and view it), however, the review will not be verified or posted for the general public to see.

Google hasn’t specified whether or not the reviews will be visible at some point, however, based on Google’s new post-review confirmation, it looks there is simply a delay and it’s safe to assume the reviews will eventually appear.If this is a concern for your business, you may want to consider asking for reviews on other sites such as Facebook. Listen360 allows you to customize the sites listed on your review request, as well as the order in which they display.

Maintaining the Accuracy of Google My Business Listings is Critical

Keeping consumers informed during this difficult time is just one way your business can continue to provide standout levels of service. Google announced that they are prioritizing critical updates for health-related businesses so you may see a delay, but we still recommend updating your listings.

Here are some helpful tips:

Our hearts go out to all the businesses and individuals that have been impacted by COVID-19. Listen360 will continue to share updates and tips as we learn more. Connect with us on Facebook, Linkedin, or Twitter for live updates.

So, by now you’ve probably read our long-awaited customer loyalty benchmark! Pretty good stuff, right?

If not, that’s OK. If you haven’t had a chance to take a look, or if you did and it was just a lot to take in, here are some CX appetizers for you. We’re serving up some bite-sized lessons, and maybe after a taste, you’ll go for the whole benchmark entrée.

2020 Trends in Customer Loyalty Strategy

Business Priorities – What do companies value most this year?

More than half of our respondents indicated that “happy customer” is a top driver of business growth. It was no surprise then that nearly 3 out of 5 reported being “extremely committed” to providing a superior CX  with 92% overall committed to at least “highly committed.”

Higher performing brands displayed stronger commitments to a superior CX overall, and they put more emphasis on brand reputation. Oddly enough, a whopping 40% of businesses reported having NO formal CX strategy whatsoever. That’s odd… Pretty much everyone said they were dedicated to it, but only about half put their money where their mouths were. 

Guess who was most likely to have a firm strategy in place? The highest performing brands, of course.

CX Strategy – What are they doing about those priorities?

Those top brands are benchmarking CX. They know where they stand, who they’re beating, and how they can improve. The number one benchmarking tool used by high performers was the Net Promoter System followed by loyalty metrics and CSAT. Consistent customer feedback collection and analysis trended highly with top brands.

Operations and marketing departments are typically responsible for managing and using customer feedback data. Most companies are integrating this data into their operations and leveraging it for brand reputation purposes. 

Corporate, regional, and local managers have access to customer feedback data with senior managers most commonly dealing with reports and action. 

Higher performing brands are monitoring and analyzing customer feedback in real-time or at least on a daily basis. 

Taking Action – What are they doing with the data?

Customer feedback analysis is primarily used to improve CX on an operational level and follow up with dissatisfied customers. The results of these reports are discussed on a weekly to monthly basis, and goals based on this data are set at a brand level. Businesses are also using reports from individual locations or service areas to improve frontline behavior and interaction.

Higher performing brands are more likely to use feedback in their marketing and PR communications. They share and discuss trending issues in feedback on an ad-hoc basis to keep with the real-time mentality. Top brands try to make sure that employees understand the results of customer feedback and are equipped to take action in response. 

There’s More – How much more?

A lot more. I couldn’t spoil your appetite before the main course, could I? The gist of this sampler platter was: highest-performing brands are collecting customer feedback, they’re collecting it regularly, and they’re using it in multiple strategies across their networks. 

The full report has tons of valuable data and some tips and tricks about best practices to help you get started at your business. We hope you’ll check it out and learn more with us about how to increase your customer loyalty!

Click here to download the full report.