Google Review Analysis and Marketing Recommendations for the Rawlins Times
Artificial intelligence has become a valuable tool in digital marketing, particularly for research, planning, and content development. This blog demonstrates how AI, specifically ChatGPT, can assist with analyzing customer feedback, extracting actionable insights, and generating marketing recommendations for the Rawlins Times.
Analyzing Positive Reviews
To begin the analysis, I collected positive reviews from Google Maps for the Rawlins Times. These included both written and non-written reviews (star-only ratings). The goal was to identify patterns in customer satisfaction and highlight strengths the company can build upon.
The positive reviews collected include:
⭐⭐⭐⭐⭐ “Great staff!!”
⭐⭐⭐⭐⭐ (no written review)
⭐⭐⭐⭐ (no written review)
Full Analysis
First Analysis:
For the first analysis, I used ChatGPT to identify key themes, sentiment, and strengths from the positive reviews.
Prompt used:
“Analyze the following positive customer reviews. Identify key themes, strengths of the business, and overall sentiment. Reviews: ‘Great staff!!’, 5-star rating with no comment, 4-star rating with no comment.”
Result:
The reviews show a strong positive sentiment overall. The most prominent theme is customer service, specifically highlighting friendly and helpful staff. Even without written comments, the presence of multiple high star ratings suggests general customer satisfaction and trust in the business. The company appears to perform well in interpersonal interactions and overall service experience.
Second Analysis:
For deeper insight, I conducted a word association analysis to identify keywords tied to positive sentiment.
Prompt used:
“From the following reviews, generate a list of associated keywords and themes that represent customer satisfaction: ‘Great staff!!’ and multiple 4- and 5-star ratings.”
Result:
Staff
Friendly
Helpful
Reliable
Positive experience
Trust
Satisfaction
This reinforces that the primary strength of the Rawlins Times lies in its human interaction and customer-facing experience.
Recommendation
Based on the analysis of positive reviews, I generated marketing recommendations focused on leveraging strengths.
Prompt used:
“Based on the identified strengths (friendly staff, customer satisfaction, trust), generate marketing recommendations for a local newspaper company to improve brand visibility and engagement.”
Result:
Highlight staff in marketing campaigns (e.g., “Meet Our Team” posts on social media)
Use testimonials like “Great staff!!” in advertisements and website content.
Emphasize community connection and personal service in branding
Encourage more satisfied customers to leave written reviews to strengthen credibility
Create behind-the-scenes content to humanize the brand
Analyzing Negative Reviews
Next, I collected negative reviews to identify areas of dissatisfaction and opportunities for improvement.
The negative reviews include:
⭐️ “If they print any news about Rawlins it would shock me… News printed is old news when paper arrives.”
⭐️ “If only we could read internet reports without the crap inserts! No news reporting unless you agree to pay a fee for it. Another censorship.”
⭐️ (no written review)
⭐️ (no written review)
Full Analysis
First Analysis:
For the first analysis, I used ChatGPT to determine major complaints and recurring issues.
Prompt used:
“Analyze the following negative customer reviews. Identify key complaints, pain points, and overall sentiment. Reviews: [insert negative reviews].”
Result:
The reviews indicate strong dissatisfaction. The main issues include:
Outdated news due to delayed delivery
Limited local news coverage
Frustration with paywalls for online content
Negative perception of inserts and irrelevant content
Overall sentiment is highly negative, with customers feeling that the service lacks timeliness, relevance, and accessibility.
Second Analysis:
To better understand patterns, I conducted a word association analysis on negative feedback.
Prompt used:
“Generate keywords and themes associated with the following negative reviews related to a newspaper company.”
Result:
Outdated
Delayed
Paywall
Censorship
Frustration
Irrelevant content
Lack of local news
Poor value
This highlights that the biggest issues revolve around content relevance and accessibility, not just delivery.
Recommendation
Based on the negative feedback, I developed actionable improvements.
Prompt used:
“Based on the following issues: outdated news, paywall complaints, lack of local coverage, and irrelevant inserts, generate actionable digital marketing and operational recommendations for a local newspaper.”
Result:
Improve digital presence by offering timely online news updates
Reduce friction by offering limited free articles or trial subscriptions
Focus more on hyper-local news content relevant to the Rawlins community
Reduce or better target physical ad inserts to improve the reader experience
Promote digital subscriptions as a faster alternative to print delivery
Engage with customer feedback publicly to rebuild trust
