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Citations help rank your Google Local Pack listing (this was formerly called Google+ Local map) by providing Google with credible sources of information about your business. Citations tell Google that your business exists, is legitimate and that what you say about it is accurate because it can be corroborated from multiple sources. Providing a consistent name, address and phone on various sites is therefore vital to providing trust signals to Google. governanceguru.ca Issue surveys, ask for feedback after any survey call, find ways to let customers contribute to and improve your operations. It's one of the more effective avenues for letting customers know you value them for more than their money