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9 Local Search Developments You Need to Know About from Q2 2022

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9 Local Search Developments You Need to Know About from Q2 2022

The author’s views are entirely his or her own (excluding the unlikely event of hypnosis) and may not always reflect the views of Moz.

Just as you were absorbing all the Q1 local search excitement, Q2 came marching along with a bundle of new happenings and surprises. Don’t worry if you missed out on any of the key announcements and observations — I’ve got a little list for you here:

1. Novel stats on persistent reviewers

9 Local Search Developments You Need to Know About from

Curtis Boyd included some statistics that I’ve never seen compiled before in his presentation at a LocalU conference. As captured in the above tweet from Joy Hawkins, 8% of unhappy customers or spammers whose first review is removed will come back and write another one. 60% of them will simply republish their initial review or one that’s quite similar, but 40% will make their second go even worse.

The takeaway here is that you’ve got to monitor reviews constantly, and the relief of removal can be short-lived unless you’re watchdogging your profiles and working to get anything removed that violates Google’s content guidelines.

2. Both Google and Yelp promote eco features

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Yelp reports that searches for “plant-based” have seen a 56% average increase each year for three years running, and that searches for “EV charging” are seeing a 41% average annual increase. In response to growing global demand for more planet-friendly services, Yelp has debuted a set of new searchable attributes, including “EV charging station available,” “plastic-free packaging,” “provides reusable tableware,” “bring your own container allowed,” and “compostable containers available.” These are in addition to existing filters, like “vegan” and “bike parking”.

Meanwhile, Google is encouraging its local guides to focus in on local eco-friendly businesses and services. For example, Google suggests including sustainability details in reviews, mapping recycling centers, and adding recycling attributes to listings. Google reports that the top five most searched-for recycling needs are metal, electronic, cardboard, battery, and cans.

Take these signals from Yelp and Google as signs that the time has come for all local businesses to discover, develop, and promote the greenest possible practices they can implement. Sustainability is essential.

3. Major review takedowns follow on the heels of FTC warnings

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We began 2022 with a new warning from the FTC that review platforms will be held accountable for the fake reviews they publish. Perhaps it’s a coincidence, but Google seems to have kicked into high gear with review takedowns. As reported by Near Media, the local SEO industry has seen a dramatic rise in complaints of review loss which began in Q1 and has continued through Q2.

Unfortunately, Google’s takedowns have been too broad and legitimate reviews are being tossed out with the spam. If local businesses you market have been caught up in Google’s new-found zeal for spam fighting, and are aware that legitimate reviews are missing, you can contact Google, but there are no guarantees that the reviews will be restored, and you may be better off simply keeping going with your strategy for continuous review acquisition.

4. Google declares products a local search visibility factor

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Damian Rollison spotted a major update to Google’s document on how to improve local search rankings, in that they have newly-listed adding products to your GBP as a visibility factor. To regular readers of my column here at Moz, it will come as no surprise that Google is doing all it can to promote its shopping capabilities in its quest to compete with Amazon. As we’ve covered in the past, localness is Google’s one big advantage over Amazon, and given the massive carbon reduction in local vs. remote delivery, it will be better for all of us if more shopping is facilitated via Google’s localized product features than by any service based on long-distance shipping. Now is a great time to seize a visibility boost by filling out profiles with as many core products as are offered by the local businesses you market.

5. Google’s trusted store badge goes live

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Speaking of shopping, and as reported by Search Engine Roundtable, Google is now rewarding certain merchants with the highly visible trusted store badge, as seen in the above screenshot of the Google Shopping interface. Remember that Google Shopping has filters so that customers can find local businesses. For a local business to earn this badge, Barry Schwartz suggests:

…the badge is available to merchants who provide excellent shipping and returns services. Merchants receive a Trusted Store badge based on their performance across metrics relative to other merchants, including but not limited to shipping speeds, shipping and return costs, and return windows.”

Google has stated that such badges are appearing to deliver “stronger traffic to lesser known merchants”, and I would read this to mean that even a smaller local brand could find that the trust imbued by the badge could boost sales resulting from increased traffic.

6. Google testing “At This Place” feature

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Saad AK spotted a test that will be of interest to local businesses located inside larger venues. Here, we see a listing for a roller coaster nested within a listing for a larger attraction. I have not been able to replicate this test, but it is a notable example of the increasing granularity with which Google continues to map local communities.

7. Business redressal complaint form finally gets much-needed new label

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At long last, you can finally tell Google that “this business doesn’t exist” via the Business Redressal Complaint Form. As reported at Search Engine Land, this new option matters because it clarifies that what you’re trying to report to Google is, in fact, a non-existent business rather than simply complaining that a legitimate business has incorrect information.

When Google acts on reports of fake listings, it can clear away the debris that is standing between your client and higher visibility. When successful, spam fighting can produce some of the easiest local search rankings you’ll ever earn.

8. Adios Google My Business mobile app

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I extend my condolences to all local SEOs who, like Claire Carlile, are bidding a teary adieu to the Google My Business mobile app and are being prompted to switch to updating listings via search and Maps, instead.

A lesson new local SEOs will quickly learn is one of self-protective detachment from any particular Google product or feature. They go away, they get rebranded, they dry up and blow away like autumn leaves. It’s always good to try new Google features when they roll out, but never tie your entire local search marketing strategy to them, because they are, by nature, experimental and can disappear at any time.

9. Place topic thumbs expand at-a-glance sentiment communications

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Mike Blumenthal noticed this praiseworthy effort on Google’s part to further qualify the topics that people often mention in reviews. When you think about it, it’s not actually very helpful to know that people often mention something like “accessibility” relating to a hotel without any further context. Are reviewers saying that the accessibility is good or bad?

Thanks to that little thumb icon, this test lets us see at-a-glance that people are dissatisfied with the accessibility of this business. It’s amazing to think of how shortcuts like icons can convey so much within a few pixels of screen space. This is one experiment I hope we’ll see roll out more widely!

Onward to Q3

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With the sunny days of summer stretching out before us, local businesses and their marketers should be keeping an eye on one major developing story: the outcomes of S.2992, the American Choice and Innovation Online Act. You may already have received frantic emails or other messaging from Google or Amazon urging you to believe that regulation of monopolies like theirs will hurt small businesses like yours.

Like many of my peers, I’ve been offended on behalf of local business owners. Their intelligence is insulted when told to be scared of powerful businesses not having the ability to preference their own products — to the detriment of diversity and innovation. In fact, I think most local business owners would be delighted if this bill became law and it resulted in more direct traffic to their own websites instead of to Google’s widgets, or a more diversified review landscape, perhaps even highlighting review platforms that might do a better job of handling review spam or communicating with SMBs.

Big tech is shelling out millions of the dollars society has helped them accrue in hopes of lobbying this bill into the trash can, but if their efforts fail, local businesses could be witnessing the start of a handoff that could actually place the ball back in our court — the court of local community, creativity, and choice. Sunny days, indeed.



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Why We Are Always ‘Clicking to Buy’, According to Psychologists

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Why We Are Always 'Clicking to Buy', According to Psychologists

Amazon pillows.

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A deeper dive into data, personalization and Copilots

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A deeper dive into data, personalization and Copilots

Salesforce launched a collection of new, generative AI-related products at Connections in Chicago this week. They included new Einstein Copilots for marketers and merchants and Einstein Personalization.

To better understand, not only the potential impact of the new products, but the evolving Salesforce architecture, we sat down with Bobby Jania, CMO, Marketing Cloud.

Dig deeper: Salesforce piles on the Einstein Copilots

Salesforce’s evolving architecture

It’s hard to deny that Salesforce likes coming up with new names for platforms and products (what happened to Customer 360?) and this can sometimes make the observer wonder if something is brand new, or old but with a brand new name. In particular, what exactly is Einstein 1 and how is it related to Salesforce Data Cloud?

“Data Cloud is built on the Einstein 1 platform,” Jania explained. “The Einstein 1 platform is our entire Salesforce platform and that includes products like Sales Cloud, Service Cloud — that it includes the original idea of Salesforce not just being in the cloud, but being multi-tenancy.”

Data Cloud — not an acquisition, of course — was built natively on that platform. It was the first product built on Hyperforce, Salesforce’s new cloud infrastructure architecture. “Since Data Cloud was on what we now call the Einstein 1 platform from Day One, it has always natively connected to, and been able to read anything in Sales Cloud, Service Cloud [and so on]. On top of that, we can now bring in, not only structured but unstructured data.”

That’s a significant progression from the position, several years ago, when Salesforce had stitched together a platform around various acquisitions (ExactTarget, for example) that didn’t necessarily talk to each other.

“At times, what we would do is have a kind of behind-the-scenes flow where data from one product could be moved into another product,” said Jania, “but in many of those cases the data would then be in both, whereas now the data is in Data Cloud. Tableau will run natively off Data Cloud; Commerce Cloud, Service Cloud, Marketing Cloud — they’re all going to the same operational customer profile.” They’re not copying the data from Data Cloud, Jania confirmed.

Another thing to know is tit’s possible for Salesforce customers to import their own datasets into Data Cloud. “We wanted to create a federated data model,” said Jania. “If you’re using Snowflake, for example, we more or less virtually sit on your data lake. The value we add is that we will look at all your data and help you form these operational customer profiles.”

Let’s learn more about Einstein Copilot

“Copilot means that I have an assistant with me in the tool where I need to be working that contextually knows what I am trying to do and helps me at every step of the process,” Jania said.

For marketers, this might begin with a campaign brief developed with Copilot’s assistance, the identification of an audience based on the brief, and then the development of email or other content. “What’s really cool is the idea of Einstein Studio where our customers will create actions [for Copilot] that we hadn’t even thought about.”

Here’s a key insight (back to nomenclature). We reported on Copilot for markets, Copilot for merchants, Copilot for shoppers. It turns out, however, that there is just one Copilot, Einstein Copilot, and these are use cases. “There’s just one Copilot, we just add these for a little clarity; we’re going to talk about marketing use cases, about shoppers’ use cases. These are actions for the marketing use cases we built out of the box; you can build your own.”

It’s surely going to take a little time for marketers to learn to work easily with Copilot. “There’s always time for adoption,” Jania agreed. “What is directly connected with this is, this is my ninth Connections and this one has the most hands-on training that I’ve seen since 2014 — and a lot of that is getting people using Data Cloud, using these tools rather than just being given a demo.”

What’s new about Einstein Personalization

Salesforce Einstein has been around since 2016 and many of the use cases seem to have involved personalization in various forms. What’s new?

“Einstein Personalization is a real-time decision engine and it’s going to choose next-best-action, next-best-offer. What is new is that it’s a service now that runs natively on top of Data Cloud.” A lot of real-time decision engines need their own set of data that might actually be a subset of data. “Einstein Personalization is going to look holistically at a customer and recommend a next-best-action that could be natively surfaced in Service Cloud, Sales Cloud or Marketing Cloud.”

Finally, trust

One feature of the presentations at Connections was the reassurance that, although public LLMs like ChatGPT could be selected for application to customer data, none of that data would be retained by the LLMs. Is this just a matter of written agreements? No, not just that, said Jania.

“In the Einstein Trust Layer, all of the data, when it connects to an LLM, runs through our gateway. If there was a prompt that had personally identifiable information — a credit card number, an email address — at a mimum, all that is stripped out. The LLMs do not store the output; we store the output for auditing back in Salesforce. Any output that comes back through our gateway is logged in our system; it runs through a toxicity model; and only at the end do we put PII data back into the answer. There are real pieces beyond a handshake that this data is safe.”

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Why The Sales Team Hates Your Leads (And How To Fix It)

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Why The Sales Team Hates Your Leads (And How To Fix It)

Why The Sales Team Hates Your Leads And How To

You ask the head of marketing how the team is doing and get a giant thumbs up. 👍

“Our MQLs are up!”

“Website conversion rates are at an all-time high!”

“Email click rates have never been this good!”

But when you ask the head of sales the same question, you get the response that echoes across sales desks worldwide — the leads from marketing suck. 

If you’re in this boat, you’re not alone. The issue of “leads from marketing suck” is a common situation in most organizations. In a HubSpot survey, only 9.1% of salespeople said leads they received from marketing were of very high quality.

Why do sales teams hate marketing-generated leads? And how can marketers help their sales peers fall in love with their leads? 

Let’s dive into the answers to these questions. Then, I’ll give you my secret lead gen kung-fu to ensure your sales team loves their marketing leads. 

Marketers Must Take Ownership

“I’ve hit the lead goal. If sales can’t close them, it’s their problem.”

How many times have you heard one of your marketers say something like this? When your teams are heavily siloed, it’s not hard to see how they get to this mindset — after all, if your marketing metrics look strong, they’ve done their part, right?

Not necessarily. 

The job of a marketer is not to drive traffic or even leads. The job of the marketer is to create messaging and offers that lead to revenue. Marketing is not a 100-meter sprint — it’s a relay race. The marketing team runs the first leg and hands the baton to sales to sprint to the finish.

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via GIPHY

To make leads valuable beyond the vanity metric of watching your MQLs tick up, you need to segment and nurture them. Screen the leads to see if they meet the parameters of your ideal customer profile. If yes, nurture them to find out how close their intent is to a sale. Only then should you pass the leads to sales. 

Lead Quality Control is a Bitter Pill that Works

Tighter quality control might reduce your overall MQLs. Still, it will ensure only the relevant leads go to sales, which is a win for your team and your organization.

This shift will require a mindset shift for your marketing team: instead of living and dying by the sheer number of MQLs, you need to create a collaborative culture between sales and marketing. Reinforce that “strong” marketing metrics that result in poor leads going to sales aren’t really strong at all.  

When you foster this culture of collaboration and accountability, it will be easier for the marketing team to receive feedback from sales about lead quality without getting defensive. 

Remember, the sales team is only holding marketing accountable so the entire organization can achieve the right results. It’s not sales vs marketing — it’s sales and marketing working together to get a great result. Nothing more, nothing less. 

We’ve identified the problem and where we need to go. So, how you do you get there?

Fix #1: Focus On High ROI Marketing Activities First

What is more valuable to you:

  • One more blog post for a few more views? 
  • One great review that prospective buyers strongly relate to?

Hopefully, you’ll choose the latter. After all, talking to customers and getting a solid testimonial can help your sales team close leads today.  Current customers talking about their previous issues, the other solutions they tried, why they chose you, and the results you helped them achieve is marketing gold.

On the other hand, even the best blog content will take months to gain enough traction to impact your revenue.

Still, many marketers who say they want to prioritize customer reviews focus all their efforts on blog content and other “top of the funnel” (Awareness, Acquisition, and Activation) efforts. 

The bottom half of the growth marketing funnel (Retention, Reputation, and Revenue) often gets ignored, even though it’s where you’ll find some of the highest ROI activities.

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Most marketers know retaining a customer is easier than acquiring a new one. But knowing this and working with sales on retention and account expansion are two different things. 

When you start focusing on retention, upselling, and expansion, your entire organization will feel it, from sales to customer success. These happier customers will increase your average account value and drive awareness through strong word of mouth, giving you one heck of a win/win.

Winning the Retention, Reputation, and Referral game also helps feed your Awareness, Acquisition, and Activation activities:

  • Increasing customer retention means more dollars stay within your organization to help achieve revenue goals and fund lead gen initiatives.
  • A fully functioning referral system lowers your customer acquisition cost (CAC) because these leads are already warm coming in the door.
  • Case studies and reviews are powerful marketing assets for lead gen and nurture activities as they demonstrate how you’ve solved identical issues for other companies.

Remember that the bottom half of your marketing and sales funnel is just as important as the top half. After all, there’s no point pouring leads into a leaky funnel. Instead, you want to build a frictionless, powerful growth engine that brings in the right leads, nurtures them into customers, and then delights those customers to the point that they can’t help but rave about you.

So, build a strong foundation and start from the bottom up. You’ll find a better return on your investment. 

Fix #2: Join Sales Calls to Better Understand Your Target Audience

You can’t market well what you don’t know how to sell.

Your sales team speaks directly to customers, understands their pain points, and knows the language they use to talk about those pains. Your marketing team needs this information to craft the perfect marketing messaging your target audience will identify with.

When marketers join sales calls or speak to existing customers, they get firsthand introductions to these pain points. Often, marketers realize that customers’ pain points and reservations are very different from those they address in their messaging. 

Once you understand your ideal customers’ objections, anxieties, and pressing questions, you can create content and messaging to remove some of these reservations before the sales call. This effort removes a barrier for your sales team, resulting in more SQLs.

Fix #3: Create Collateral That Closes Deals

One-pagers, landing pages, PDFs, decks — sales collateral could be anything that helps increase the chance of closing a deal. Let me share an example from Lean Labs. 

Our webinar page has a CTA form that allows visitors to talk to our team. Instead of a simple “get in touch” form, we created a drop-down segmentation based on the user’s challenge and need. This step helps the reader feel seen, gives them hope that they’ll receive real value from the interaction, and provides unique content to users based on their selection.

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So, if they select I need help with crushing it on HubSpot, they’ll get a landing page with HubSpot-specific content (including a video) and a meeting scheduler. 

Speaking directly to your audience’s needs and pain points through these steps dramatically increases the chances of them booking a call. Why? Because instead of trusting that a generic “expert” will be able to help them with their highly specific problem, they can see through our content and our form design that Lean Labs can solve their most pressing pain point. 

Fix #4: Focus On Reviews and Create an Impact Loop

A lot of people think good marketing is expensive. You know what’s even more expensive? Bad marketing

To get the best ROI on your marketing efforts, you need to create a marketing machine that pays for itself. When you create this machine, you need to think about two loops: the growth loop and the impact loop.

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  • Growth loop — Awareness ➡ Acquisition ➡ Activation ➡ Revenue ➡ Awareness: This is where most marketers start. 
  • Impact loop — Results ➡ Reviews ➡ Retention ➡ Referrals ➡ Results: This is where great marketers start. 

Most marketers start with their growth loop and then hope that traction feeds into their impact loop. However, the reality is that starting with your impact loop is going to be far more likely to set your marketing engine up for success

Let me share a client story to show you what this looks like in real life.

Client Story: 4X Website Leads In A Single Quarter

We partnered with a health tech startup looking to grow their website leads. One way to grow website leads is to boost organic traffic, of course, but any organic play is going to take time. If you’re playing the SEO game alone, quadrupling conversions can take up to a year or longer.

But we did it in a single quarter. Here’s how.

We realized that the startup’s demos were converting lower than industry standards. A little more digging showed us why: our client was new enough to the market that the average person didn’t trust them enough yet to want to invest in checking out a demo. So, what did we do?

We prioritized the last part of the funnel: reputation.

We ran a 5-star reputation campaign to collect reviews. Once we had the reviews we needed, we showcased them at critical parts of the website and then made sure those same reviews were posted and shown on other third-party review platforms. 

Remember that reputation plays are vital, and they’re one of the plays startups often neglect at best and ignore at worst. What others say about your business is ten times more important than what you say about yourself

By providing customer validation at critical points in the buyer journey, we were able to 4X the website leads in a single quarter!

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So, when you talk to customers, always look for opportunities to drive review/referral conversations and use them in marketing collateral throughout the buyer journey. 

Fix #5: Launch Phantom Offers for Higher Quality Leads 

You may be reading this post thinking, okay, my lead magnets and offers might be way off the mark, but how will I get the budget to create a new one that might not even work?

It’s an age-old issue: marketing teams invest way too much time and resources into creating lead magnets that fail to generate quality leads

One way to improve your chances of success, remain nimble, and stay aligned with your audience without breaking the bank is to create phantom offers, i.e., gauge the audience interest in your lead magnet before you create them.

For example, if you want to create a “World Security Report” for Chief Security Officers, don’t do all the research and complete the report as Step One. Instead, tease the offer to your audience before you spend time making it. Put an offer on your site asking visitors to join the waitlist for this report. Then wait and see how that phantom offer converts. 

This is precisely what we did for a report by Allied Universal that ended up generating 80 conversions before its release.

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The best thing about a phantom offer is that it’s a win/win scenario: 

  • Best case: You get conversions even before you create your lead magnet.
  • Worst case: You save resources by not creating a lead magnet no one wants.  

Remember, You’re On The Same Team 

We’ve talked a lot about the reasons your marketing leads might suck. However, remember that it’s not all on marketers, either. At the end of the day, marketing and sales professionals are on the same team. They are not in competition with each other. They are allies working together toward a common goal. 

Smaller companies — or anyone under $10M in net new revenue — shouldn’t even separate sales and marketing into different departments. These teams need to be so in sync with one another that your best bet is to align them into a single growth team, one cohesive front with a single goal: profitable customer acquisition.

Interested in learning more about the growth marketing mindset? Check out the Lean Labs Growth Playbook that’s helped 25+ B2B SaaS marketing teams plan, budget, and accelerate growth.


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