Last time I counted, there were upwards of 35 components to a single Google Business Profile (GBP). Hotel panels, in and of themselves, are enough to make one squeal, but even on a more “typical” GPB, it’s easy to overlook some low-lying features. Often, you may simply ignore them until life makes you engage.
A few weeks ago, a local SEO came to me with a curious real-life anecdote, in which a client was pressuring the agency to have all their staff hit the “like” button on all of the brand’s positive Google reviews. Presumably, the client felt this would help their business in some manner. More on the nitty-gritty of this scenario later, but at first, it made me face that I’d set this whole GBP feature to one side of my brain as not terribly important.
Fast forward a bit, and I’ve now spent a couple of days looking more closely at the review like button, its uses, abuses, and industry opinions about it. I’ve done a very small study, conducted a poll, and spoken to three different Google reps. Now, I’m ready to share what I’ve learned with you.
Wait, what is the “like” button?
Crash course: Rolled out in 2016, this simple function allows anyone logged into a Google account to thumbs-up any review they like. There is no opposite thumbs-down function. From the same account, you can only thumb up a single review once. Hitting the button twice simply reverses the “liking” action. Google doesn’t prevent anyone from hitting the button, including owners of the business being reviewed.
At a glance, do Google review likes influence anything?
My teammate, Kameron Jenkins, and I plugged 20 totally random local businesses into a spreadsheet, with 60 total reviews being highlighted on the front interface of the GBP. Google highlights just three reviews on the GBP and I wanted to know two things:
- How many businesses out of twenty had a liked review anywhere in their corpus
- Did the presence of likes appear to be impacting which reviews Google was highlighting on the front of the GBP?
The study was very small, and should certainly be expanded on, but here’s what I saw:
60 percent of the brands had earned at least one like somewhere in their review corpus.
15 percent of the time, Google highlighted only reviews with zero likes, even when a business had liked reviews elsewhere in its corpus. But, 85 percent of the time, if a business had some likes, at least one liked review was making it to the front of the GBP.
At a glance, I’d say it looks like a brand’s liked reviews may have an advantage when it comes to which sentiment Google highlights. This can be either a positive or negative scenario, depending on whether the reviews that get thumbed up on your listing are your positive or negative reviews.
And that leads us to…
Google’s guidelines for the use of the review likes function
But don’t get too excited, because it turns out, no such guidelines exist. Though it’s been three years since Google debuted this potentially-influential feature, I’ve confirmed with them that nothing has actually been published about what you should and shouldn’t do with this capability. If that seems like an open invitation to spam, I hear you!
So, since there were no official rules, I had to hunt for the next best thing. I was thinking about that SEO agency with the client wanting to pay them to thumb up reviews when I decided to take a Twitter poll. I asked my followers:
Unsurprisingly, given the lack of guidelines, 15 percent of 111 respondents had no idea whether it would be fishy to employ staff or markers to thumb up brand reviews. The dominant 53 percent felt it would be totally fine, but a staunch 32 percent called it spam. The latter group added additional thoughts like these:
I want to thank Tess Voecks, Gyi Tsakalakis, and everyone else for taking the poll. And I think the disagreement in it is especially interesting when we look at what happens next.
After polling the industry, I contacted three forms of Google support: phone, chat, and Twitter. If you found it curious that SEOs might disagree about whether or not paying for review likes is spam, I’m sorry to tell you that Google’s own staff doesn’t have brand-wide consensus on this either. In three parts:
1. The Google phone rep was initially unfamiliar with what the like button is. I explained it to her. First, I asked if it was okay for the business owner to hit the like button on the brand’s reviews, she confirmed that it’s fine to do that. This didn’t surprise me. But, when I asked the question about paying people to take such actions, she replied (I paraphrase):
“If a review is being liked by people apart from the owner, it’s not considered as spam.”
“What if the business owner is paying people, like staff or marketers, to like their reviews,” I asked.
“No, it’s not considered spam.”
“Not even then?”
“No,” she said.
2. Next, here’s a screenshot of my chat with a Google rep:
The final response actually amused me (i.e. yeah, go ahead and do that if you want to, but I wouldn’t do it if I were you).
3. Finally, I spoke with Google’s Twitter support, which I always find helpful:
To sum up, we had one Google rep tell is it would be fine and dandy to pay people to thumb up reviews (uh-oh!), but the other two warned against doing this. We’ll go with majority rule here and try to cobble together our own guidelines, in the absence of public ones.
My guidelines for use of the review likes function
Going forward with what we’ve learned, here’s what I would recommend:
- As a business owner, if you receive a review you appreciate, definitely go ahead and thumb it up. It may have some influence on what makes it to the highly-visible “front” of your Google Business Profile, and, even if not, it’s a way of saying “thank you” to the customer when you’re also writing your owner response. So, a nice review comes in, respond with thanks and hit the like button. End of story.
- Don’t tell anyone in your employ to thumb up your brand’s reviews. That means staff, marketers, and dependents to whom you pay allowance. Two-thirds of Google reps agree this would be spam, and 32 percent of respondents to my poll got it right about this. Buying likes is almost as sad a strategy as buying reviews. You could get caught and damage the very reputation you are hoping to build. It’s just not worth the risk.
- While we’re on the subject, avoid the temptation to thumbs-up your competitors’ negative reviews in hopes of getting them to surface on GBPs. Let’s just not go there. I didn’t ask Google specifically about this, but can’t you just see some unscrupulous party deciding this is clever?
- If you suspect someone is artificially inflating review likes on positive or negative reviews, the Twitter Google rep suggests flagging the review. So, this is a step you can take, though my confidence in Google taking action on such measures is not high. But, you could try.
How big of a priority should review likes be for local brands?
In the grand scheme of things, I’d put this low on the scale of local search marketing initiatives. As I mentioned, I’d given only a passing glance at this function over the past few years until I was confronted with the fact that people were trying to spam their way to purchased glory with it.
If reputation is a major focus for your brand (and it should be!) I’d invest more resources into creating excellent in-store experiences, review acquisition and management, and sentiment analysis than I would in worrying too much about those little thumbs. But, if you have some time to spare on a deep rep dive, it could be interesting to see if you can analyze why some types of your brand’s reviews get likes and if there’s anything you can do to build on that. I can also see showing positive reviewers that you reward their nice feedback with likes, if for no other reason than a sign of engagement.
What’s your take? Do you know anything about review likes that I should know? Please, share in the comments, and you know what I’ll do if you share a good tip? I’ll thumb up your reply!
