How to Get Your Customers to Rave About You Online

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?

How Are Most Consumers Finding Local Businesses?

…According to a 2014 Nielsen study…

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?”

What websites & platforms matter most to my business?

Yelp Confidential  

5

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.

The Yelp App:Coming to a Device Near You!

72M 374k 65% 523k

…In a Nielsen study, we found that…

…and that…

Start Here:Desktop: www.biz.yelp.com

Mobile: www.biz.yelp.com/support/mobile

Free Tools, User Views and Customer Leads

Customer Leads:The Breakdown of what’s included…

Optimize Your Listing:A look at a non-optimized listing.

Optimize Your Listing:All of this is Free!

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

How should I respond to reviews, comments & feedback online?

Craft Responses You Can Be Proud Of…

Negative Review?Stop, Drop & Roll.

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.

Quality Controls:Why some reviews come down.

Why Some Reviews Are Not Recommended

How can I achieve a strong online presence?

Don’t Ask For ReviewsEncourage Engagement Instead

Don’t Ask For ReviewsJust leave a trail of breadcrumbs.

Update Your Email Signature

Post Logos In-Office & In Marketing Materials

Don’t Ask For ReviewsJust leave a trail of breadcrumbs.

Get More Exposure with Search AdsConsider Paid Options:

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

We know just the place.