AGENDA01 Why should I care about my online reputation?
02 What websites/platforms matter most to my business?
03 How should I respond to reviews, comments and feedback online?
04 How can I achieve a strong online presence?
If you dread the words “Online Reputation,” ask yourself: “Would I approach someone if I heard them talking about my business in the real world?”
Yelp Confidential
Discounts?Photos?
Promotions?Store Hours?
Experience?Website?
Tip #1: Determine Where You Want to Focus Your Attention & Optimize Your Profiles
135 Million monthly unique visitors
71 Million Reviews (as of Q4, 2014)
Yelp ExistsTo connect people with great
local businesses.
Yelp Deals & Check-In Offers: Entice customers to transact with you right from your Yelp Business Page!
Available on paper… …or on your phone.
Your Mobile Audience:Entice them with a check-in offer.
Thanks for checking in to Safari Helicopter Tours!
Here’s a little something to show their appreciation:
1 Free Jurassic Waterfall
Poster
Remember These Steps!
Don't respond immediately. The best advice I've received is to sleep on it (although I typically lose sleep over such reviews). Waiting 24 hours can make all the difference.
STEP ONE:
STOP 01
Remember These Steps!
Drop the prideful, defensive and harsh response. Let a trusted co-worker or friend read through your response before posting. Remember taking the high road is rarely a bad idea.
STEP TWO:
DROP 02
Remember These Steps!
Roll with it. In the end, you can’t control the opinions of your clients. Attempt to mend any valid issues this person presented through their review. Keep providing the best possible service and products. Do those things and the more affectionate reviews will exponentially multiply!
STEP THREE:
ROLL 03
Stop, Drop & Roll in Action:
1 Star Review on 8/5/12
Review Update: 3 Stars
Public Comment from
Business Owner
Connect with Customers & Join the Conversation:You Can Send a Private Message, or Post a Public Comment (or both)
8%
11%
14%
25%
42%
Fact: Nearly 80% of Yelp reviews are 3-Stars of higher.Myth: Most Yelp reviews are negative.
Update Your Email Signature
Post Logos In-Office & In Marketing Materials
Don’t Ask For ReviewsJust leave a trail of breadcrumbs.
Paid Options:Business Page Upgrades• Call to Action Button• Photo Slideshow• Competitor Ad Removal• Account Management
Support
Remember:01 Consumers are turning to review sites to make buying decisions.
02 To keep things manageable, stick to the top 3-5 websites or platforms
that drive the most traffic through your doors.
03 Join the conversation with your customers online and remember to
‘Stop, Drop & Roll’ when faced with negative feedback.
04 Don’t ask for reviews, simply encourage engagement instead.
Additional Help
USER SUPPORT TEAM
yelp.com/support
BUSINESS SUPPORT CENTER
biz.yelp.com/support
BUSINESS OWNER LOG–IN
biz.yelp.com
YELP LOGOS AND STICKERS
yelp.com/brand