How Does Google GBP Support Really Work? Brad Wetherall, ex-Director- Support Operations, Interview

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Now On Netflix

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Now On Netflix is your guide for what to watch this week on Netflix. Join the writers and editors from Tudum.com as they discuss the latest films and series coming to Netflix - and why you won't want to miss them! Celebrity interviews, exclusive insights, upcoming releases, and a behind-the-scenes look you won’t get anywhere else. New episodes every Thursday. https://www.netflix.com/tudum

cách đây khoảng một năm trước 33:20

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Ever wonder how GBP twists the dial to approve an edit? Why they use video verification and what a trust score is? In Part 1 of this interview we learn the answers to those many questions and more.
00:15 Introduction to Brad Wetherall and His Journey
02:53 Transitioning from Google to Bitwise Consulting
05:34 Understanding Google Business Profile Support Structure
08:03d Support Strategies and User Journeys
11:08 The Evolution of Support Systems at Google
13:36 Challenges in Support: Suspensions and Verifications
16:45 The Algorithm Behind Suspensions and Reviews
19:29 Trust and Reporting Mechanisms in Google Business Profile
22:23 Review Fraud: Detection and Challenges
25:01 The Balance Between Fraud Detection and User Experience
27:46 Video Verification and Its Implications
30:41 Final Thoughts on Reviews and Trust Scores
Ep 189

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207 tập

#Entrepreneur #Business #News #Marketing #Tech News #Greg Sterling, Mike Blumenthal & David Mihm #David Mihm #Greg Sterling #Mike Blumenthal #Google #Apple #Meta #Amazon #Entrepreneurship #SEO

The Near Memo

How Does Google GBP Support Really Work? Brad Wetherall, ex-Director- Support Operations, Interview

The Near Memo

published cách đây khoảng một năm trước

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MP3•Trang chủ episode

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Subscribe to our newsletters and other content at https://www.nearmedia.co/subscribe/

207 tập

#Entrepreneur #Business #News #Marketing #Tech News #Greg Sterling, Mike Blumenthal & David Mihm #David Mihm #Greg Sterling #Mike Blumenthal #Google #Apple #Meta #Amazon #Entrepreneurship #SEO

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The Near Memo

1
From Stars to Skepticism: How Reviews Evolved & Why Trust Is Declining - Sammy Paget Interview Part1 29:48

cách đây 6 ngày trước29:48

29:48

Send us a text 01:59 Evolution of Consumer Review Behavior 05:03 Trust in Reviews: A Declining Trend 08:14 The Impact of Fake Reviews and AI 14:18 Alternative Review Platforms and Their Trustworthiness 19:30 Key Findings from the 15-Year Review Study 22:07 Best Practices for Review Solicitation 29:22 Consumer Expectations and Business Responses In this episode, Greg Sterling, Mike Blumenthal, and guest Sammy Paget from BrightLocal dive deep into 15 years of consumer review research trends. Sammy shares insights from BrightLocal’s long-running consumer review survey, highlighting how online reviews have evolved from novelty to necessity in the purchase journey. But as the role of reviews has grown, so has consumer skepticism. The trio discusses the sharp drop in review trust, the increasing sophistication of fake reviews—especially those powered by AI—and the paradox that while people trust reviews less, they still rely on them heavily. They also explore the growing use of alternative platforms like local news, YouTube, TikTok, and Reddit as sources of business recommendations. Plus, they examine generational behavior and cultural differences in review reading habits. Whether you're a local business owner or just fascinated by how we evaluate things online, this segment is packed with context and conversation on how trust and behavior around reviews is shifting—and what that means moving forward. Subscribe to our newsletters and other content at https://www.nearmedia.co/subscribe/…

The Near Memo

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Google’s Euro DMA Headaches, GBP Local Chaos AND Uncharacteristic Google Comms & AI Search Futures 35:39

cách đây 13 ngày trước35:39

35:39

Send us a text In this milestone 200th episode, the NearMemo crew unpacks Google’s mounting regulatory woes in Europe, including fresh scrutiny under the Digital Markets Act. Mike breaks down a storm of GBP bugs and business suspensions and ponders the fact that Google is actually admitting to them.. Greg steers the convo into the evolving future of search—where AI, chat interfaces, and user expectations are reshaping everything. From legal battles to UI battles, it’s clear: the search landscape is shifting fast. 00:00 Celebrating the 200th Episode (sort of) 01:23 Europe to Google: Play Fair or Pay Up 13:48 Google’s GBP Meltdown: Bugs, Delays & Suspensions—Oh My! And They Admit It! 21:42 The Future of Search: Bing’s Chance, Google’s Dilemma, and the Chat UX Revolution Takeaways David discusses his recent trip to Europe and the implications of the Digital Markets Act (DMA). The DMA aims to create a fairer digital market, particularly regarding Google's self-preferencing practices. There is a lack of awareness among marketers in Europe about the DMA and its potential impact. AI overviews from Google may fall under the DMA's regulations due to their proprietary nature. The conversation highlights the need for businesses to adapt to changes in search interfaces driven by AI. Google's current challenges with Business Profiles are causing significant issues for businesses. Google, in uncharacteristic fashion actually admitted to these problems. Is this a new, more transparent Google or just a temporary change because so much has gone so wrong in such a short time. The hosts discuss the potential for Bing to innovate and capture market share in the evolving search landscape. Marketers should monitor traffic and visibility in AI platforms like ChatGPT and Copilot. The hype around AI in search is significant, but its impact on traffic is still developing. The conversation emphasizes the need for marketers to stay informed and adapt to rapid changes in the digital marketing environment. Subscribe to our newsletters and other content at https://www.nearmedia.co/subscribe/…

The Near Memo

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Surviving the New Google: Suspensions & Appeal Delays, AI Overviews, & the Future of Local Marketing 23:51

cách đây 20 ngày trước23:51

23:51

Send us a text Greg Sterling and Mike Blumenthal discuss the current state of Google suspensions, the impact of AI overviews on local search traffic, and the evolving landscape of digital marketing strategies. They emphasize the importance of businesses becoming less reliant on Google and exploring alternative marketing channels while navigating the challenges posed by AI and changing search dynamics. Takeaways •Google's traffic dynamics are shifting, impacting everyone. •Suspension isues have been fixed but appeals times for reinstatement have increased significantly. •AI overviews are reducing visibility for organic search results. •Businesses should be cautious when making changes to their listings. •The importance of managing Google Business Profiles is highlighted. •Only a small percentage of businesses actively manage their reviews. •Building a brand independent of Google is crucial for success. •Social media is a primary channel for customer engagement amongst SMBS. •AI traffic is not a substitute for traditional search traffic. •Google's strategy is to retain users by integrating AI into search. 01:36 Update: Google Suspensions/Reverification Fix and Backlog 05:36 The Rise of AI Overviews in Local Search 11:27 Navigating the Future of Google and AI 16:56 Marketing Strategies in a Changing Landscape Subscribe to our newsletters and other content at https://www.nearmedia.co/subscribe/…

The Near Memo

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EU Targets Google, Listings Get Suspended, and AI Heats Up: Search is Changing Fast 32:27

cách đây 26 ngày trước32:27

32:27

Send us a text In this episode, Greg and Mike discuss the recent EU findings regarding Google's non-compliance with the Digital Markets Act (DMA), the implications of algorithm changes leading to increased suspensions and verifications, and the evolving landscape of AI competition, particularly focusing on Google's strategies to retain users amidst rising AI technologies. They also explore the future of local SEO and its unique position in the market. takeaways Google's violation of the DMA highlights ongoing regulatory scrutiny. Suspensions and verifications are increasing, indicating algorithmic changes. AI mode may be sufficient for many users, keeping them within Google's ecosystem. Local SEO is less impacted by AI than generic publishers. Conversions should be the focus for local businesses, not just traffic. 00:00 EU's Preliminary Findings on Google and Apple 08:51 Suspension Verification Algorithm Issues 16:08 AI Competition and Market Dynamics Subscribe to our newsletters and other content at https://www.nearmedia.co/subscribe/…

The Near Memo

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Google GBP Suspensions Update, AI in Local Search, Google Selling Chrome? & Tesla’s Brand Freefall 38:53

cách đây 5 weeks trước38:53

38:53

Send us a text Buckle up for another Near Memo packed with search drama, AI experiments, and a high-speed Tesla takedown. Mike and Greg dive into Google’s ongoing Business Profile suspensions, unpack the latest AI-driven search changes, and speculate on whether Elon Musk has permanently tanked Tesla’s brand. Plus, a peek at Google’s antitrust battle and what losing Chrome could mean for search dominance. 00:00 The State of Google Business Profile Suspensions 09:39 Trump's DOJ to Force Google to Sell Chrome? 12:26 AI Mode and Local Search 24:59 Tesla's Brand Reputation Crisis The State of Google Business Profile Suspensions: What’s Going On? Google Business Profile suspensions are on the rise, and support is crawling at a snail’s pace. Mike breaks down why small businesses should not touch their listings right now (seriously, don’t even breathe on them). Is this a bug, a crackdown, or just Google losing control of its own algorithm? Google’s Antitrust Battle: Will Chrome Be Sold Off? The DOJ wants Google to offload Chrome as part of its latest antitrust smackdown. Google, of course, thinks that’s a terrible idea. But if the judge agrees, this could shake up search in a big way—especially since Chrome feeds Google a ton of juicy user data. The appeal process will be long, but this could be the biggest change to Google’s search empire in years. AI Mode and Local Search: A Game Changer or a Mess? AI-powered local search is officially here! Greg takes us on a tour of Google's experimental AI Mode , which is serving up completely different local results than the usual search listings. Businesses, buckle up—this could make optimizing for local search way more unpredictable. Is AI Mode the future, or is it just another search rabbit hole? Tesla’s Reputation Crisis: Can the Brand Recover? Tesla's reviews are tanking, and it’s not just because of Elon’s Twitter antics—customers are furious about service and quality issues . But now that Musk has also alienated half his customer base, things are getting worse. Will Tesla pull a Microsoft-style comeback, or is this the beginning of the end? Mike and Greg break it down. Takeaways There has been a dramatic increase in Google Business Profile suspensions since January. Google's support is resource-constrained, leading to delays in addressing suspensions. Businesses should avoid making changes to their Google profiles to prevent further complications. The Department of Justice is pursuing antitrust actions against Google, which could lead to significant changes in the market. AI mode in local search is showing different results compared to traditional search methods. Tesla's brand reputation is suffering due to a combination of service issues and political controversies surrounding Elon Musk. The correlation between Tesla's sales and declining ratings suggests a complex relationship between customer satisfaction and sales performance. Google's algorithm changes may be causing unintended consequences for businesses. The verification process for Google Business Profiles is often seen as irrational and overly rigid. The future of Tesla's brand depends on addressing service issues and the public's perception of Elon Musk. Subscribe to our newsletters and other content at https://www.nearmedia.co/subscribe/…

The Near Memo

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The Rise of GBP Suspensions, Is Google's 5 trillion search number real? New AI Mode IS the Future 31:23

cách đây 6 weeks trước31:23

31:23

Send us a text 00:00 Overview of Topics 01:07 Increase in Business Suspensions - Resinstatements very slow 06:27 Google's Search Query Insights - Is Google Cooking the Books? 21:03 Google's AI Mode as the Future of Search We discuss the recent increase in suspensions and the delay of reinstatements on Google, the implications of Google's five trillion search queries, and the impact of AI on search. They explore the new AI mode being introduced by Google and how it is the shape the future of search experiences. Takeaways ✓ There has been a significant increase in complaints about Google suspensions. ✓ Google's new one appeal and done process limits reinstatement attempts. ✓ The five trillion search queries reported by Google is a notable figure but hacked. ✓ User behavior is shifting away from Google towards alternative search options. ✓ AI mode represents a significant evolution in Google's search capabilities. ✓ Google is actively trying to retain users amidst growing competition from AI. ✓ Gemini, Google's AI, is still developing and improving rapidly but its still not as good as ChatGPT. ✓ The future of search will likely involve more complex user interactions. ✓ Google is experimenting with various user interface elements to enhance search. ✓ User engagement with AI tools is changing the way queries are formed. titles Subscribe to our newsletters and other content at https://www.nearmedia.co/subscribe/…

The Near Memo

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The Evolution of Local Inventory Solutions with Michael Carini, Last Mile Retail 48:16

cách đây 7 weeks trước48:16

48:16

Send us a text 00:00 Introduction to Last Mile Retail 06:04 Evolution of the Business Model 11:35 Market Changes and Competition 17:03 Understanding Good Local SEO 23:03 Microsite Strategy and Implementation 29:47 The Role of AI in Marketing Strategies 37:30 Navigating Paid Campaigns and Google Optimization 45:55 Enhancing Customer Journey and Content Strategy - Last Mile Retail started by addressing the challenge of local inventory visibility online. - The company has evolved to serve enterprise clients with a comprehensive local marketing platform. - AI is being used for content drafting and categorization, but human oversight remains crucial. - User engagement is significantly improved with rich content and local inventory data. - Local SEO is becoming increasingly important for businesses to remain competitive. - Understanding customer journeys is essential for effective local marketing strategies. - The integration of local inventory data can enhance visibility across multiple platforms. - AI search platforms are emerging as valuable tools for local marketing. - Businesses need to focus on unique, high-quality content rather than generic outputs. - The future of local marketing will require adaptability to new technologies and consumer behaviors. Subscribe to our newsletters and other content at https://www.nearmedia.co/subscribe/…

The Near Memo

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Unlocking Google Business Profile Secrets with Brad Wetherall - ex Director of GBP Support 1:04:53

cách đây 8 weeks trước1:04:53

1:04:53

Send us a text The Near Media team + several Google Product Experts and Brad Wetherall discuss various aspects of Google Business Profiles, including internal mobility at Google, the challenges of maintaining institutional knowledge, and the complexities of review management. They delve into the recent discrepancies in review counts, the importance of communication from Google, and the impact of trust scores on local guides. The discussion also covers creative strategies for enhancing review authenticity, the challenges of video verification, and the implications of operating hours on business rankings. Additionally, they explore the quality of support across different regions and the potential for paid support options, as well as the influence of AI on local listings. 00:00 Introduction to Brad Wetherall and His Background 04:04 Google Personnel Policies Leading to a Loss of Google Local Institutional Knowledge 17:57 Communication Challenges During Review Issues 23:41 Trust Scores and Local Guides' Impact on Reviews 28:46 Identifying and Reporting Spam Listings 32:58 Engagement and Business Verification Challenges 36:44 Improving Video Verification Processes 41:17 Handling Duplicate Listings 44:07 Managing Business Hours Effectively 47:30 Differences in Support Quality between Countries 48:59 Exploring Paid GBP Support Options 53:27 Understanding Google’s Data Sources 56:34 The Impact of AI on Local Listings 57:19 Trust Score and User Management takeaways Google encourages internal mobility to retain talent which might cause a loss of Local institutional knowledge. Documentation is extensive but not always utilized effectively. Algorithm adjustments can lead to review discrepancies. Proactive communication from Google is often lacking. Trust scores influence the acceptance of edits. Creative strategies can enhance review authenticity. Multiple signals are considered when identifying spam listings. Engagement signals impact visibility in search results. Maintaining a corporate email domain is beneficial for trust. AI-generated content is monitored and regulated by Google. Subscribe to our newsletters and other content at https://www.nearmedia.co/subscribe/…

The Near Memo

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Missing Google Reviews, Ask for me - SMB Timesuck, Gemini Reasoning Model is Future of Local Search 36:31

cách đây 9 weeks trước36:31

36:31

Send us a text Greg and Mike discuss various topics related to Google's recent changes and features, including issues with review counts on Google Business Profiles, the introduction of the Ask for Me automated calling feature, and the implications for small businesses. They also explore the new Gemini reasoning model and its potential impact on local search and consumer behavior. The conversation highlights the challenges and opportunities presented by these developments in the context of small business operations and marketing strategies. 00:55 Review Count Issues and Google's Response 06:29 Exploring Google's 'Ask For Me' Feature 18:20 Concerns About Small Businesses and AI Interactions 22:20 Gemini's New Reasoning Model for iPhone is the Future of Local Search Subscribe to our newsletters and other content at https://www.nearmedia.co/subscribe/…

The Near Memo

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Google Maps: New Features, The Importance of Brand and Declining Review Trust 43:26

cách đây 10 weeks trước43:26

43:26

Send us a text In this episode, Greg and Mike discuss the 20th anniversary of Google Maps, highlighting its evolution and new features. They delve into the newest Map Top Lists feature, the implications of recent messaging features for businesses and the ongoing decline in consumer trust in online reviews. The conversation also introduces Google's new 'Ask for Me' AI feature, exploring its potential impact on local businesses and consumer interactions. Takeaways - Google Maps revolutionized navigation with its interactive features. - The new restaurant Map List feature in Google Maps enhances visibility for businesses. - Brand queries are crucial for businesses to appear prominently in Google Maps. - Consumer trust in online reviews is declining significantly. - People are increasingly relying on star ratings over review text. - Google's new messaging features require businesses to respond quickly to inquiries. - The 'Ask for Me' feature aims to streamline appointment bookings for consumers. - Businesses need to build relationships with local media for better visibility. - Trust in online reviews is now lower than personal recommendations. - Google's rollout of new features should raise skepticism among local businesses. Subscribe to our newsletters and other content at https://www.nearmedia.co/subscribe/…

The Near Memo

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Google Review Fraud, FTC & Business concerns: Interview with Curtis Boyd, Transparency Company, P#2 22:23

cách đây 11 weeks trước22:23

22:23

Send us a text In this episode, Mike Blumenthal and Greg Sterling continue their discussion with Curtis Boyd, CEO of the Transparency Company, focusing on the pervasive issue of review fraud. They explore the current landscape of consumer trust in online reviews, the implications of new FTC regulations, and the challenges businesses face in maintaining review integrity. Curtis shares his optimistic outlook on potential solutions and emphasizes the importance of transparency in the review process. The conversation also delves into practical strategies for businesses and marketers to combat fake reviews and improve their online reputation. 00:00 Introduction to Review Fraud and Transparency Company 00:23 Future of Review Integrity 08:40 Strategies for Businesses and Marketers 17:55 Optimism Amidst Challenges Subscribe to our newsletters and other content at https://www.nearmedia.co/subscribe/…

The Near Memo

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Google Review Fraud & Its Economic Impact: Interview with Curtis Boyd, Transparency Company, P#1 32:37

cách đây 12 weeks trước32:37

32:37

Send us a text In this episode, Greg Sterling and Mike Blumenthal discuss the state of review fraud with Curtis Boyd, CEO of the Transparency Company. They explore the complexities of fake reviews, including the different types and metrics used to identify them. The conversation delves into the role of AI in generating fake reviews and the economic impact of review fraud on consumers and businesses. Curtis shares insights from a recent report estimating the financial damage caused by fake reviews, highlighting the challenges faced by ethical businesses in a marketplace rife with deception. 00:10 Introduction to Review Fraud and Transparency Company 01:48 Understanding Review Fraud: Types and Metrics 04:42 The Landscape of Fake Reviews: Business Practices and Impacts 09:11 The Role of AI in Review Fraud 18:27 Economic Impact of Review Fraud: Insights from the Report 25:32 The Challenge of Review Fraud 32:08 Learn about Part 2 of the interview Subscribe to our newsletters and other content at https://www.nearmedia.co/subscribe/…

The Near Memo

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Navigating Google Reviews - Part 2 of Brad Wetherall, ex-Director of Operations GBP support, Interview 39:42

cách đây 13 weeks trước39:42

39:42

Send us a text In this episode, Greg and Mike welcome Brad Wetherall, former Director of Operations for Google Business Profile and now CEO of Bitwise Consulting. They discuss the challenges of fake reviews, Google's approach to detecting and managing them, and best practices for businesses to enhance their online reputation. Brad shares insights on the importance of engagement, the role of AI in review management, and the need for businesses to understand Google's policies regarding reviews. The conversation wraps up with Brad's advice for agencies and local marketers on navigating the complexities of online reviews and maintaining a positive digital presence. Takeaways 00:00 Final Thoughts on Reviews and Trust Scores 06:45 Understanding Review Deletion and Algorithm Scrutiny 08:54 The Role of Review Responses in Business Rankings 11:44 Engagement and Its Impact on Reviews 14:32 AI's Influence on Review Management 17:07 Challenges for New Businesses in Review Acquisition 20:15 Best Practices for Managing Reviews 23:51 Google's Support Culture and Business Impact 26:28 The Future of AI and Local Business Visibility #googlebusinessprofile #fakereviews #reviewmanagement #localseo #reviewfraud #AIinreviews #reviewalgorithms #digitalmarketing Subscribe to our newsletters and other content at https://www.nearmedia.co/subscribe/…

The Near Memo

1
How Does Google GBP Support Really Work? Brad Wetherall, ex-Director- Support Operations, Interview 33:20

cách đây 14 weeks trước33:20

33:20

Send us a text Ever wonder how GBP twists the dial to approve an edit? Why they use video verification and what a trust score is? In Part 1 of this interview we learn the answers to those many questions and more. 00:15 Introduction to Brad Wetherall and His Journey 02:53 Transitioning from Google to Bitwise Consulting 05:34 Understanding Google Business Profile Support Structure 08:03d Support Strategies and User Journeys 11:08 The Evolution of Support Systems at Google 13:36 Challenges in Support: Suspensions and Verifications 16:45 The Algorithm Behind Suspensions and Reviews 19:29 Trust and Reporting Mechanisms in Google Business Profile 22:23 Review Fraud: Detection and Challenges 25:01 The Balance Between Fraud Detection and User Experience 27:46 Video Verification and Its Implications 30:41 Final Thoughts on Reviews and Trust Scores Ep 189 Subscribe to our newsletters and other content at https://www.nearmedia.co/subscribe/…

The Near Memo

1
2024 Local SEO Highlights: Brand Power & Local; AI's Search Shake-Up; DMA reshaping Search 40:05

cách đây 15 weeks trước40:05

40:05

Send us a text Google Leaks & NavBoost: How Engagement & Brands Shape Local SEO Rankings in 2024: Mike unpacked revelations from Google's algorithm leaks and their likely importance for Local SEO. We dove into "NavBoost," a technique where Google rewards high engagement and brand signals with better rankings. Think clicks, brand searches, and even driving directions contributing to a business's prominence. Greg and David noted how brands dominate the search game. We broke down why engagement—real photos, reviews, and strong brand presence—creates a feedback loop that propels rankings. This led us to the age-old debate: does SEO success mean going beyond Google? Our consensus leaned toward balancing on-platform optimization with off-platform brand-building. ChatGPT: A Game-Changer in Google's AI Playground: We dove into the competitive shake-up in search, sparked by ChatGPT's rise since late 2022. This dynamic newcomer has lit a fire under Google, which has enjoyed dominance for decades. While ChatGPT hasn’t toppled Google’s traffic, its user base is reshaping behaviors, with 19% reportedly favoring ChatGPT over Google when forced to choose. Competition from ChatGPT has catalyzed innovation at Google, pushing AI tools like Gemini into the spotlight. Discussions about AI in search touched on knowledge graphs, generative AI, and how platforms like Apple are slowly carving their niches. One standout point? ChatGPT's integration into daily life for tasks like local searches and knowledge-based queries is altering habits, making Google more of a secondary option for some. We see these shifts leading to a long-term evolution in how people search—no seismic shifts yet, but wedges are forming in Google's monopoly. As AI-driven tools improve, we’re likely witnessing the beginning of a multi-player field in search and beyond. DMA and the Search Transformation of 2024: We unpacked how 2024 is shaping up as a pivotal year for search, driven by regulatory crackdowns and competitive pressures. The European Union’s Digital Markets Act (DMA) is taking center stage, with investigations into Google’s practices for flights, hotels, and shopping. We noted Google’s “malicious compliance” tactics—like reverting to ten blue links—to generate user dissatisfaction and push back against regulators. Amid the antitrust buzz, we reflected on the potential fragmentation of search. ChatGPT and similar AI tools are gaining traction, compelling Google to innovate under pressure. We agreed this regulatory momentum, alongside AI advancements, might dramatically reshape how we search and retrieve information in the coming years. With the possibility of stricter regulations in the U.S. on the horizon, the monopoly grip on search seems less certain. Looking ahead, we’re optimistic about the dynamic changes brewing in the industry—there’s never been a more exciting time to explore search innovation. The Near Memo is a weekly conversation about Search, Social, and Commerce: What happened, why it matters, and the implications for local businesses and national brands. Ep 188 Subscribe to our newsletters and other content at https://www.nearmedia.co/subscribe/…

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