In the wake of Google’s recent crackdown on fake reviews, businesses are facing a new – and somewhat promising – landscape in online reputation management.

Introduced in 2023, Google’s algorithm detects and removes fake reviews more effectively. This update contributed to a remarkable 45% increase in the removal of fake reviews compared to the previous year. Considering the staggering volume of around 20 million contributions per day on Maps and Search, it’s evident that Google faces a significant challenge in combating fraudsters and fakers.

Powered by machine learning, the new algorithm analyzes longer-term signals to identify questionable review patterns, such as repeated reviews across multiple businesses or sudden spikes in 1 or 5-star ratings. It targets both isolated instances and coordinated spam attacks, such as a recent scheme that promised high-paying online tasks in exchange for writing fake reviews or clicking ads. Within weeks, Google’s algorithm successfully detected and removed 5 million fake review attempts related to this scam.

Google shared additional metrics regarding its efforts to combat review spam in 2023, which included:

• Blocking or removing over 170 million policy-violating reviews.
• Blocking over 2 million fraudulent attempts to claim Business Profiles.
• Removing or blocking more than 12 million fake business profiles.
• Removing 14 million policy-violating videos.

Although specific numbers for policy-violating photos were not provided, Google emphasized its, ahem, focus on combating fake information across various content types.

Still, cut off the head of Hydra and two more will appear. In other words – spammers gonna spam, plain and simple. Fraudsters continue to find new ways to circumvent Google’s prevention measures, making it an ongoing challenge for both Google and good businesses alike.

In light of these developments, it remains imperative for businesses to prioritize authenticity and integrity concerning every aspect of their online presence.

Here’s what we recommend our clients can and should do:

1. Respond to All 5-Star Reviews: Engage with positive reviews. Like and respond to demonstrate authenticity and appreciation, providing Google with evidence of genuine customer experiences. In other words, accentuate the positive!
2. Dispute Fraudulent 1-Star Reviews: Then, eliminate the negative – with a vengeance. Challenge suspicious reviews by rebuking their inauthenticity and ensure your online reputation accurately reflects your business. Here’s how to go about it:

• Step 1: Gather evidence. This could be proof that the reviewer was not a customer, any inconsistencies, or signs of malicious intent.
• Step 2: Respond professionally. Express goodwill but explain that you are investigating the matter. This sends a message to other customers that you take all feedback seriously – but will question legitimacy. Because most of our clients are service providers, one of our favorite ways to do this is to simply say “There appears to be some confusion; we have no record of this person ever being a client of XYZ, Inc.”
• Step 3: Talk to Google.
  • Locate your Google Business Profile and navigate to reviews.
  • Locate the review in question.
  • Click on the three-dot dropdown menu and select “Report Review.”

• • Choose the reason that best fits your situation and back up your claim with the info you’ve gathered.

• Step 4: Keep watching the replies. Regularly monitor reviews for any new fraudulent posts. Quick action is critical to maintain your online reputation.

3. Seek Genuine Feedback: Foster a culture of honesty and openness among your customers and encourage them to leave authentic reviews based on their experiences.
4. Keep on keeping on: Consistency is key. Deliver exceptional products or services continuously, fostering positive experiences for your customers that translate into genuine positive reviews.
5. Stay Transparent: Maintain transparency in your business practices, ensuring clear communication and integrity in all customer interactions.

By implementing these strategies, businesses can navigate the evolving landscape of online reputation management and maintain trustworthiness across all platforms.

Questions? IMPACT wants your business to shine with Google reviews and in the digital space at large. Do you need help making it happen? Give us a holler. We’re here to help.