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Jun 19th, 2012, 08:39 AM
Google's worst customer service--EVER??
Several weeks ago Google started to extensively remove google places listings of various businesses (now called google+local).
It appears this has been a program gone wild. After finally getting a grip on it google subsequently sent out messages...the gist of which is:
We screwed up.
You fix it. (the fix is via an edit system with which the businesses are primarily not familiar)
The google+local listings are simply the lifeblood of small businesses around the world. Its a major catastrophe:
While this is a local optimization phenomena its a bigger story relative to simple customer service.
Link to story
Jun 19th, 2012, 09:15 AM
I feel your pain, but I have a question. Are you really a Google customer? To be a customer, normally, money or its equivalent has to change hands. How much do you pay Google?
What is great is that, through Adsense, Google sends me a lot of money every month. I get money from them and they even try to help me get even more Adsense money from them. I guess that means Google is my customer.
Google even presents my site/pages high in the SERPs for free so that I can make even more money from other customers that visit my site.
Bottomline: I think Google is wonderful.
Jun 19th, 2012, 09:26 AM
As a business owner I am befuddled that anyone would put their business' "lifeblood" in an advertising medium they don't control.
Originally Posted by localoptimizer
Jun 19th, 2012, 10:44 AM
@SEO_AM: Good point. I understand the distinction.
If you have an smb and claim your business, ultimately you will be hit by a wide variety of google communications, invites, promos, etc.
They all lead to advertising in adwords. Every one. Its continuous and regular.
On the gross search side, and/or advertising side....basic estimates range from 20-40% of searches are local(depending on study and analysis as to how many searches are local).
In any case its an enormous number. The smb's are providing the content. Google racks up the ad $$$$
Lets just estimate that 25% of google's traffic is local and about 25% of its almost $40 billion in annual revenues is attached to local searches and local content. We are roughly speaking about $10 billion in ad revenues/year from local content.
The relationship is not direct in a traditional legal sense. We need new legal definitions to connect the dots better.
$10 billion in revenues. The local advertisers get direct customer service. Their info in ads is correct. And its corrected.
The content providers virtually have no corrective measures supplied by google. Their information is often wrong.
I've been living w/ this for about 7 years or since google migrated google maps to the first page of google.com.
Most of my info has been correct most of the time. But not always...and I'm pretty knowledgeable and good at this stuff. BTW: My ppc or advertising stuff is never wrong. But the fact that our smb's keep paying more in adwords, does not give us any additional help when they screw up the organic/ really --maps stuff. And frankly...with an aggressive ppc/organic/maps strategy and placement...much more of our traffic is organic than ppc.
I've helped other smb's. The memory that stands out the heaviest was when a googler promised an smb a response on wrong info that was sending customers to a wrong address.
9 months later NO RESPONSE and no fix of course.
The example I showed is worse...in that possibly hundreds or thousands of smbs were screwed up by a google effort. The ultimate response from Google was....
You fix it. (the fix is technically complex and foreign to most of the smbs).
In that google is the massive YP print/411 largest and most easily accessed directory in the world...it gets massive traffic.
IMHO there should be some changes in laws to reflect the societal change via the internet. That is my $0.02. I know thousands of smb's would agree on that. Today google's power is larger than any other entity with regard to visibility to the customer. So in certain industries it is sort of life and death.
In sum the relationships have changed. I think the law should also.
I agree.....in theory. We have smb's. some are more dependent on SEARCH. Some less so. We spend a lot of time working to diversify sources of leads and revenues. LOTS OF TIME.
Some business types are simply more dependent on search. In a simple and general sense they are the types of businesses that used to depend on classified advertising and/or the Yellow Pages.
for them to diversify outside of search is incredibly difficult. Just is.
Jun 27th, 2012, 09:20 PM
Google is big and do you think Google cares about you ? Google is now giving priorities to big established company you all you small businesses can go somewhere else. my advice. Do not put all your stakes on Google. There are plenty of others marketing sources. ,etc
Jul 11th, 2012, 02:22 AM
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