Tuesday, July 17, 2012

Google's new approach to small businesses: Hand-holding

Here's a sign that Google's self-help tools are failing when it comes to an important customer segment:

Google small business

The backstory: For years, Google has been trying to crack the local business market. Getting accurate business information (addresses, type of business, etc.) and building engagement with small businesses is critically important to services such as Google Maps, Google Places, and AdWords. Google built out easy-to-use tools for small businesses to get online, and did everything they could to encourage them to start using these services ($50 AdWords credits, etc.)

But there's a problem. Most small businesses don't see the value of Google services, and/or are afraid it's too hard to figure out. There may also be some backlash relating to Groupon and other local daily deals sites, whose pushy salespeople may be scaring some business owners away from all online services, including Google.

Whatever the reason, Google has decided to do something extreme: Actually offer hands-on, in-person help to local small business owners. This is totally against Google's character (try getting a Google employee on the phone!) but in this case drastic measures are required. 

The picture above tells most of the story; if you scroll down the page on the original ad the messaging talks about Google services being fast, free, and easy.

No comments:

Post a Comment

I will review and approve comments as soon as possible, but spam, personal attacks, and rude messages will be deleted.