lsa bootcamp detroit: taking control of your online reputation (yelp)
TRANSCRIPT
…In a Nielsen study, we found that…
…and that…
AGENDA
01 Get Found
02 Now What
03 Manage Your Reputation
04 Takeaways
05 Q&A
Get Found
01
biz.yelp.com:A wealth of free tools on desktop & mobile.
Business Owner’s Account:Track user views and customer leads & manage your online reputation.
BUSINESS INFORMATION
BADGES
…
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)
BADGES
…
biz.yelp.com
yelp.com/brand:Download creative assets and order a Find Us On Yelp Sticker.
Now What
02
Business Owner’s Account:Track user views and customer leads & manage your online reputation.
…
PHOTOS
VIEWS & ACTIVITY
PHOTOS
…
biz.yelp.com
SECTIONS
01 Mission
02 CM Survey Responses
04 Next Steps
…
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
VIEWS & ACTIVITY
…
biz.yelp.com
INFORMATION SHARED IN ACTIVITY FEED IS BASED ON USERS’ PRIVACY SETTINGS
LEADS BROKEN DOWN BY TYPE
LEADS AS A WHOLE SUM
Manage Your Reputation
03
Business Owner’s Account:Track user views and customer leads & manage your online reputation.
REVIEWSbiz.yelp.com
…
SHARE orFLAG
ADD/EDIT/REMOVE PUBLIC COMMENT or SEND PRIVATE MESSAGE
PUBLIC VS. PRIVATEbiz.yelp.com
…
One, Two, Three, Four Or Five Star Review:Add a public comment.
• APPEARS DIRECTLY BELOW REVIEW
• VISIBLE TO EVERYONE
• VERY TELLING
• BUILDS CONFIDENCE
• GREAT ADVERTISEMENT
• SEND A PRIVATE MESSAGE
One Or Two Star Review:Send a private message.
• ADDRESS CONCERNS 1:1
• DETAILED CORRESPONDENCE
• ORGANIZED FOR REFERENCE
• OBTAIN VALUABLE FEEDBACK
• RESULTS DRIVEN
biz.yelp.com
…
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
01CLAIM YOUR PAGE
…
…
02UTILIZE THE TOOLS
…
03DOWNLOAD THE APP
