Visual Storytelling on Google My Business using Review Photos
By
Saad Malik
By
Saad Malik
Table of Contents
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Try FreeOnline competition is fiercer than ever, and customers move on in seconds. A direct way to keep their attention is by using impactful visuals. Photos and videos don’t just grab attention. They also shape how people feel about your product or service.
On Google My Business (GMB), the combination of user reviews and vivid images or videos can spark an emotional connection that builds trust.
In this article, we’ll cover why visual reviews matter, how to encourage customers to submit their own photos and videos, and the best practices for local SEO on GMB. We’ll also show you how to respond to different types of visual feedback. By the end, you’ll have a clear plan to strengthen credibility, drive engagement, and boost local search rankings.
Visuals can communicate ideas and evoke emotions far more quickly than text alone. This is especially important when looking at reviews, where authentic images and videos help potential customers see your product or service in action. As ResearchGate.net notes, “The findings indicate that visual content, particularly high-quality images and videos, significantly influences consumer trust and engagement.” In other words, showing is often more persuasive than telling, and can deepen people’s sense of credibility in your brand.
A compelling photo or a brief video can also tell a story much faster than a long paragraph. For instance, a before-and-after image of a landscaping project offers instant proof of transformation, exciting viewers and building faith in the company’s expertise.
When your market is crowded, compelling images help your GMB listing stand out. WebFX.com points out, “Visual content gets 94% more views than text-only. 94%! Imagine how that could change your engagement strategy with your customers.” This tangible proof of your business in action often sways prospects to choose you over competitors. By harnessing the allure of visuals, you can break through the noise and gain a meaningful edge in your local area.
The first step to encouraging photo or video reviews is ensuring your GMB profile is visually appealing. High-quality, on-brand images are like a digital handshake with your audience. OneLocal.com recommends, “My favorite method includes focusing on high-quality images; they should be clear, bright, and high-resolution. ” At the same time, make sure your vital business information—like address, hours, and contact details—is correct. A well-maintained profile reassures both Google and potential customers of your reliability.
It’s also essential to follow Google’s guidelines for user-submitted content. As stated on Support.Google.com , “Our prohibited and restricted content policies apply to your submitted or published photos and videos. Photos and videos must also meet additional criteria.” Familiarize yourself with these rules and communicate them to your customers—through in-store signs or short email reminders—so they know what’s acceptable to share.
Google Posts allow you to spotlight timely updates, special offers, or events right on your GMB listing. Support.Google.com advises the following recommended resolution "720 px tall, 720 px wide" Proper dimensions not only look more professional but also ensure your visuals aren’t cropped awkwardly. Consider mixing in user-generated photos or seasonal images to keep your listing fresh and engaging, showcasing the real experiences that customers have with your business.
The simpler it is for customers to share photos or videos, the more likely they’ll follow through. Consider adding a quick prompt at checkout or in a thank-you email, asking them to post visuals of their purchase. An easy way to do this is to include a direct link or a QR code that sends them straight to your GMB review section.
While Google disallows paying customers outright for positive reviews, you can offer thoughtful perks that comply with their policies. A monthly photo contest, where the best or most creative image wins a small prize, is a perfect example. It encourages participation without twisting arms—people who already enjoyed your business can have some fun sharing what they loved.
Platforms like Instagram, TikTok, and Facebook can supercharge your user-generated content. Ask customers to tag your business or use a particular hashtag when they post. When you re-share their visuals (with permission, of course), you create a sense of community and provide recognition. This kind of cross-platform interaction can draw new viewers to your GMB listing while also cultivating loyalty and excitement among your existing customer base.
Google relies on multiple signals to gauge a business’s relevance and authority in local search results. Photos and videos can help in several ways: they often generate more clicks, encourage extended on-page time, and prompt social sharing—signals that can hint at a listing’s value. Each new customer-uploaded image or video also tells Google that real people are interacting with your business, which can strengthen your ranking.
Positive engagement—like clicks, time-on-page, or additional comments—sends clear signals that your content is relevant and appealing. In essence, when users linger on your listing to look at photos or watch videos, Google picks up on that interest and may reward your business with a better position in local search or on Google Maps.
To take advantage of every local SEO opportunity, optimize your visuals with schema markup and proper image naming. In order to optimize your GMB image uploads, label your files with relevant keywords (e.g., “fresh-farmers-market-organic-produce.jpg”), and include alt text that succinctly describes the image. For location-based services, geotagging images can offer an extra nudge to help search engines connect your business with its local area. Small technical tweaks like these often add up to produce a noticeable boost in visibility for your GMB listing.
By investing in visually compelling content and presenting it in a way that appeals both to human viewers and search engine algorithms, you can significantly improve your local SEO and stay ahead of the competition.
When customers take the extra step to share photos or videos, it’s not just a standard review—it’s a personal showcase of their experience. Show your appreciation by acknowledging their effort. You can thank customers for uploading visuals by using specific phrases like, "Thank you for posting those beautiful before/after photos"” Mention the actual image or video they posted so your gratitude feels genuine rather than a copy-and-paste response.
A simple “thank you” is nice, but you can learn even more by inviting the customer to expand on their experience. For instance, if someone shares a photo of a meal at your restaurant, you might reply, “We love how you captured our signature dish! What made you choose that menu item?” By asking follow-up questions, you not only strengthen the connection with the customer but also encourage them to share further insights that may resonate with other potential patrons.
When customers share photos or videos highlighting issues or disappointing experiences, it’s important to respond with empathy and a solution-oriented approach. Start with a sincere apology—something like, “We’re truly sorry you had a frustrating experience.” Then, offer a resolution, whether it’s a conversation to discuss the issue further, a refund, or another appropriate remedy. If the content violates Google’s policies, such as containing inappropriate or offensive material, you can request its removal through GMB’s reporting tools. For more guidance on handling negative feedback effectively, check out our article, Negative Review Response Examples: Turning Criticism into Opportunity —it’s full of practical strategies to turn criticism into a chance for growth while maintaining your brand’s integrity.
To keep up with the stream of visual reviews, a centralized system is invaluable. Reputation management tools—like RepBot.ai —can send you notifications about new photo or video uploads so you can respond promptly. Whether you choose to check daily or weekly, staying consistent in your monitoring routine is key. Timely engagement shows customers that you’re attentive and appreciative of their feedback.
Customer-submitted photos and videos on your GMB listing don’t have to remain there. With permission, you can repurpose these visuals in newsletters, on social media, or even in print advertisements. Highlighting a “Review of the Month” on your website or Instagram can bring genuine experiences into the spotlight and serve as compelling social proof. This multi-channel approach does more than just showcase authenticity; it also helps unify your brand’s image across different platforms, reinforcing trust and recognition among your audience.
By systematically tracking and creatively repurposing these visual reviews, you can tell a cohesive and captivating brand story—one that resonates with new and existing customers alike.
While Google My Business does send some notifications, integrating additional tools can give you a fuller picture of your online reputation. Platforms like RepBot.ai can consolidate reviews from multiple sources into one dashboard, letting you manage comments, photos, and videos all in one place. By setting up alerts, you’ll know the moment a new piece of visual content is published, helping you respond quickly—whether it’s to express thanks or address a concern before it escalates.
Customer visuals aren’t always picture-perfect. Maybe the lighting is dim, or the camera angle is less than flattering. Minor edits—like brightening a dark image or trimming a long video—can make a big difference without compromising authenticity. You can also compile short clips from different videos to create engaging highlight reels for social media or your website. Just be sure to ask for permission before editing or repurposing any customer-generated material. Respecting privacy and intellectual property rights will reinforce trust and goodwill in your brand.
By using the right tools, you can streamline your workflow, maintain a professional image, and maximize the impact of every visual review that comes your way.
It’s easy to go overboard with incentives, but big rewards for positive reviews can break Google’s rules and erode trust. Instead, offer lighthearted perks—like contests or loyalty programs—that spotlight real customer experiences. This approach fosters genuine reviews while steering clear of manipulative tactics.
Negative images or videos can damage your reputation if left unaddressed. Respond promptly and professionally: apologize for the problem, propose a solution, and reassure the customer that you’re committed to improvement. If the content violates Google’s guidelines (e.g., offensive or misleading material), report it through GMB’s channels. Quick, empathetic responses can often defuse a tense situation and show prospective customers you take feedback seriously.
Simply adding images to GMB and forgetting them is a missed opportunity. Make sure photos are properly sized, named with relevant keywords, and have alt text that enhances accessibility and SEO. Regularly refresh visuals as your offerings evolve. Staying consistent with these optimizations can significantly boost your local search visibility over time.
Visual reviews are a powerful asset in today’s digital marketplace, offering a direct way to showcase your quality, build trust, and boost local search performance. By pairing high-caliber images and videos with effective GMB optimization—and by thoughtfully responding to both happy and disappointed reviewers—you nurture a dynamic, inviting online presence that resonates with potential customers.
Think of visual storytelling as an ongoing project, not a one-and-done initiative. Keep encouraging fresh visuals, respond to new uploads, and refine your tactics based on customer feedback. Staying alert to new trends—such as short-form videos or augmented reality—ensures your brand remains forward-thinking and competitive.
Ready to elevate your strategy? Start by creating a simple internal checklist or exploring tools like RepBot.ai that can streamline your review management. Subscribing to industry newsletters or following thought leaders on social media can also help you stay informed about emerging practices. By investing in visual reviews and consistently optimizing your GMB listing, you’ll lay the groundwork for stronger local visibility and deeper customer loyalty.
Q: Is it okay to ask customers specifically for photos or
videos?
Absolutely, as long as it’s done in a transparent, respectful way
that doesn’t violate Google’s incentive guidelines. Emphasize that
you value genuine feedback, and customers will appreciate the
invitation to share their experiences.
Q: What if a customer posts misleading or off-topic visuals?
Respond promptly, clarify any misinformation, and remain
courteous. If the content is inappropriate or clearly violates
Google’s guidelines, use GMB’s reporting tools to request its
removal. Maintaining professionalism is key.
Q: How often should I refresh my business photos on GMB?
Ideally, update whenever new offerings, promotions, or significant
changes occur. Consistent updates show potential customers and
Google alike that your business is active, engaged, and focused on
delivering a great experience.
By committing to high-quality visuals, graciously interacting with reviewers, and routinely optimizing your GMB presence, you can set your business apart in local searches and establish meaningful, lasting connections with your audience. Visual storytelling on GMB isn’t just a fleeting trend—it's a proven, long-term strategy for success in a crowded digital marketplace.