As a tourism operator, understanding what your customers say about your business is crucial for developing effective strategies and delivering exceptional experiences. Google My Business reviews provide a wealth of information from your guests, but manually analyzing these reviews can be time-consuming. In this post, we'll walk you through how to use Google Takeout to export your reviews and leverage the power of ChatGPT to gain valuable insights.

Step 1: Export Your Google My Business Reviews

  1. Go to takeout.google.com.
  2. Deselect all data types (to speed up processing).
  3. Scroll down and select "Google Business Profile".
  4. Hit "Next step" at the bottom.
  5. Choose "Export once" (or set a recurring export schedule).
  6. Select your preferred delivery method and file type.
  7. Click "Create export".

Once your data is ready, you'll receive an email with a link to download it. Depending on the number of reviews, this may take some time.

Step 2: Extract the Reviews JSON File

  1. Download the zip file from the link in the email.
  2. Extract the contents of the zip file.
  3. Locate the "Reviews JSON" file.

This JSON file contains all your Google My Business reviews in a structured format that ChatGPT can efficiently process.

Step 3: Upload to ChatGPT and Start Analyzing

  1. Upload the Reviews JSON file to ChatGPT.
  2. Provide a prompt like: "I'd like to ask questions and inform strategy from this JSON file of our Google My Business reviews".
  3. ChatGPT will provide ideas and directions for analyzing the data.

Some key areas to explore:

  • Feedback trends
  • Audience engagement insights
  • Sentiment differentiators
  • Language customers use to describe your business (great for messaging)

This is the output we get when we prompt the above; keep in mind your results will vary, but the general idea should be the same.

The JSON file contains detailed reviews for your Google My Business (GMB) listing, with information such as star ratings, reviewer names, comments, and timestamps. Below are some steps and questions to guide strategic analysis:

Questions for Strategic Insights

1. Trends in Feedback:

• Are there recurring themes in positive reviews that can be amplified in marketing materials (e.g., “educational experience,” “SEO expertise”)?

• Are there any negative reviews or suggestions for improvement that require immediate action?

2. Audience Engagement:

• Who are the reviewers? Are they clients, partners, or collaborators? This helps identify your primary audience.

• What do reviewers value most about your services (e.g., technical expertise, training, or communication)?

3. Sentiment and Differentiators:

• What key differentiators (e.g., ethical SEO, custom insights) are highlighted by your customers that set you apart from competitors?

• How can these unique selling points be incorporated into your GMB profile description or website?

4. Reply Effectiveness:

• Are the replies to reviews enhancing your brand voice? Could they be more personalized or aligned with the reviewer’s comments?

5. Keyword Insights:

• What keywords or phrases are frequently mentioned in reviews (e.g., “SEO,” “optimization,” “training”)? Could these influence keyword strategies for SEO?

6. Timeliness of Feedback:

• Are there older reviews where updating the replies could refresh engagement and show active management?

Strategic Actions

1. Enhance Profiles:

• Highlight frequently mentioned strengths like “educational SEO services” or “custom insights” in your GMB profile.

• Leverage top reviews in testimonials or case studies.

2. Audience Engagement Campaigns:

• Reach out to reviewers for permission to showcase their reviews in marketing campaigns.

• Create content that addresses less common but valuable feedback points.

3. SEO Alignment:

• Use high-frequency phrases in your website and marketing materials to align with client language.

4. Review Solicitation:

• Develop strategies to encourage more reviews, such as post-project follow-ups or incentives for detailed feedback.

5. Tracking Progress:

• Maintain an updated log of reviews, highlighting changes in feedback trends over time.

Would you like a specific analysis or summary prepared based on these reviews? For example, I can extract keywords, evaluate sentiment trends, or identify key differentiators.

Having ChatGPT process and summarize your review data lets you quickly identify essential takeaways without reading every review manually. Use these insights to refine your offerings, tailor your marketing, and address common pain points.

Making Google Takeout and ChatGPT part of your regular business intelligence process allows you to stay on top of customer feedback and continuously improve. Set a recurring export schedule during busy seasons to analyze fresh data with minimal manual effort.