lsa bootcamp chicago: taking control of your online reputation (yelp)
TRANSCRIPT
…In a Nielsen study, we found that…
…and that…
AGENDA01 Claim Your Page
02 Tools That Move The Needle
03 Reputation Management
04 Takeaways
05 Q&A
Claim Your Page
01
biz.yelp.com:Own your online storefront.
Free Business Owners App:The power of Yelp for Business Owners in the palm of your hand.
Tools That Move The Needle
02
Business Owner’s Account:A wealth of tools to help you grow your business.
BUSINESS INFORMATION
biz.yelp.com
…
• CATEGORIES (add up to 3)
• ADDRESS, PHONE, WEBSITE & HOURS
• SPECIALTIES (1,500 characters)
• HISTORY (1,000 characters)
• MEET THE OWNER (1,000 characters)
• BIZ RECOMMENDATIONS (add up to 5)
PHOTOS
biz.yelp.com
…
…
SECTIONS
01 Mission
02 CM Survey Responses
04 Next Steps
200%A BUSINESS WITH 1-5 reviews AND 10 photos SEES
more user views THAN A BUSINESS WITH THE SAME NUMBER OF REVIEWS AND 0 PHOTOS.
…
SECTIONS
01 Mission
02 CM Survey Responses
04 Next Steps
• UPLOAD UNLIMITED PHOTOS
• GO BEYOND LOGOS & STOREFRONT
• USE PHOTOS TO HELP TELL YOUR STORY
• CAPTION PHOTOS
• FLAG INAPPROPRIATE PHOTOS
• UPDATE WHEN NECESSARY
ACTIVITY
biz.yelp.com
…
LEADS BROKEN DOWN BY TYPE
LEADS AS A WHOLE SUM
INFORMATION SHARED IN ACTIVITY FEED IS BASED ON USERS’ PRIVACY SETTINGS
Reputation Management
03
Business Owner’s Account:A wealth of tools to help you grow your business.
RESPOND TO REVIEWS
biz.yelp.com
…
SHARE orFLAG
ADD/EDIT/REMOVE PUBLIC COMMENT or SEND PRIVATE MESSAGE
PUBLIC COMMENTS
biz.yelp.com
…
SECTIONS
01 Mission
02 CM Survey Responses
04 Next Steps
• APPEARS DIRECTLY BELOW REVIEW
• VISIBLE TO EVERYONE
• VERY TELLING
• BUILDS CONFIDENCE
• GREAT ADVERTISEMENT
• USE FOR 1, 2, 3, 4, 5 STAR REVIEWS
PRIVATE MESSAGES
biz.yelp.com
…
SECTIONS
01 Mission
02 CM Survey Responses
04 Next Steps
• ADDRESS CONCERNS 1:1
• DETAILED CORRESPONDENCE
• ORGANIZED FOR REFERENCE
• OBTAIN VALUABLE FEEDBACK
• RESULTS DRIVEN
• BEST FOR 1 & 2 STAR REVIEWS
Negative Review?Stop, Drop & Roll.
Don't respond immediately: Waiting 24 hours can make all the difference. Sleep on it!
STEP ONE:
STOP01
Drop anything that might sound argumentative or defensive; this can make matters worse. Let a trusted co-worker or friend read through your response before posting.
STEP TWO:
DROP02
In the end, you can’t please 100% of people, 100% of the time; issues will arise. Work to mend any valid concerns and roll with it knowing you did all you could.
STEP THREE:
ROLL03
Takeaways
04
CLAIM YOUR PAGE
biz.yelp.com
…
DOWNLOAD APP
biz.yelp.com
…
FILL OUT BIZ INFO
biz.yelp.com
…
UPLOAD PHOTOS
biz.yelp.com
…
RESPOND TO REVIEWS
biz.yelp.com
…
Q&A
05
