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Romain

38 posts
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  • 9 min

Comment supprimer ou bloquer un avis Google Business Profile ? Tuto vidéo !

📝 Online customer reviews significantly impact business choices, confirmed by a 2023 IFOP report. Businesses can manage misleading or defamatory reviews on Google Business Profile, with options to block or delete via Google Maps reporting or direct Google search. Google allows individuals to delete their reviews, whereas businesses follow a more complex process. False reviews persist in 2023, with the DGCCRF combating fraudulent practices, including using the Polygraphe tool to detect fake comments. 91% of consumers are more likely to purchase from brands with positive reviews, while 81% are deterred by negative feedback. Guest Suite, a Google technical partner, offers tools for efficient reputation management, including satisfaction surveys, expert assistance for inappropriate review removal, centralized or delegated review responses, and integration of ChatGPT since February 2023 for objective review replies.
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  • 8 min

Les 3 indicateurs de satisfaction client à suivre pour réussir en 2022

📱 Customer satisfaction is key for business sustainability, requiring attention to satisfaction indicators. For instance, Faguo, an ethical fashion brand, emphasizes omnichannel customer experiences. Accenture, in 2017, highlighted that 69% of customers seek multichannel services, and 75% prefer to continue their experience across channels without restarting. The Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES) are crucial metrics. CSAT measures satisfaction from specific interactions, calculated by dividing the number of positive responses by the total number of responses, multiplied by 100. A CSAT over 80% reflects high satisfaction; below 50% signals urgent issues. NPS assesses the likelihood of customers recommending a business and ranges from -100 to +100, with a score of 50-80 denoting excellence. CES gauges the effort required for customer interactions. Tools like Guest Suite help businesses automatically measure and leverage customer satisfaction for growth.
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  • 1 min

Google frappe fort avec cet horrible Badge de la Honte sur les fiches Google

🔒 Guest Suite, a company operating in France and globally, warns against buying fake Google reviews. Blumenthal, a UK-based local search expert, discovered Google's "badge of shame" indicating "Suspicious reviews were recently removed." This is Google's first public notification of such activities. The badge system, though occasionally erroneous, is disputable by businesses and could be influenced by the EU's stricter moderation requirements under the Digital Market Act. Sanctions include a 30-day deletion of all customer reviews for violators.
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  • 13 min

Client mécontent : comment le gérer et exemples de réponses

📝 87% of consumers read and trust online reviews. A 2023 Brightlocal study found that 88% of consumers are more likely to choose a business if the owner responds to all customers, regardless of their satisfaction level. Tips include empathetic responses, adapting communication, and proposing concrete solutions to customer dissatisfaction. Negative reviews are opportunities for improvement and maintaining a positive brand image. ????
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  • 4 min

Google My Business : les changements majeurs de Juin

Rand Fishkin a révélé en mai 2024 une fuite de 2 500 pages de documents internes de Google, confirmant l'utilisation de données de Chrome et d'autres indicateurs dans l'algorithme de recherche. Google teste également des ajouts sur le Local Pack et des boutons de modification sur les fiches d'entreprise, tandis que Bing expérimente des étoiles noires dans les résultats de recherche, et Google Maps met en avant un bouton "Menu" pour les restaurants.
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