From Yelp's workshop on the ins and outs of online reviews and tips on how to utilize online tools to respond.

1. Success with Online Reviews

2. How Are Most
Consumers Finding
Local Businesses?

3. 95% of Consumers Use the Internet to
Find a Local Businesses*
*According to BrightLocal’s Local Consumer Review Survey 2013

4. Do Consumers Pay
Attention to Online
Reviews?

5. 85% of Consumers Say That They Read
Online Reviews for local businesses*
*According to BrightLocal’s Local Consumer Review Survey 2013

6. Social Media and Your Business
Grow & Engage
Customers
Real Time
Customer Service
Hospitality
Reviews
Customer
Reviews
Reviews and
Circles
170+
Million reviews
5,700
Tweets
every second
138+ Million
Users every
month
400 Million
Active users
Users share
2.5 Billion
posts a
DAY

7. 61 MILLION REVIEWS AND COUNTING
Reviewed businesses in every category
Cumulative reviews contributed since inception
19%
Restaurant
s
13%

8. Smartphone Adoption Growing in the US
62% Of the US mobile
population now owns a
smartphone
and of that…
40% own an iPhone
Nielsen Mobile Study August 2013

9. The Yelp App: Coming to a Device Near You!

10. A Case Study By
Nielsen

12. Search Activity by Category According to
Nielsen

13. What Matters to Consumers, According to
Nielsen
*Percentages above indicate the percentage of respondents that selected each factor as the most important when searching for a local business

14. Where Else Consumers Search,
According to Nielsen
Nielsen study commissioned by Yelp – fielded in the US between 3/29/13 and 4/15/13 using Nielsen’s online panel. A total of 1,415 responses were collected.

16. Myth:
Reviewers are More
Likely to Share Negative
Experiences

17. MYTH: Most Yelp Reviews are Negative
FACT: Nearly 80% of Yelp Reviews are 3-Stars or Higher
Distribution of All Reviews
1 Star
13%
2 Stars
Negative reviews play an important role too:
• A variety of experiences are consistent with real life
• You can’t please 100% of your customers 100% of the time
8%

18. Meet Tim B.

19. Deliver Great Customer Service

20. Negative Review? Stop, Drop & Roll.
1. Stop - 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.
1. Drop - 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.
1. Roll - 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!

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

22. Responding to Reviews

23. Tip #1: Post Public Comments You Can Be Proud Of…

24. Say ‘Thank You’, State Your Policy and Respond Promptly
Review Update:
3 Stars
1 Star Review
on 8/5/12
Public Comment
from
Business Owner

25. What Are Recommended Reviews?

26. What Are Recommended Reviews?
All businesses are equal in this regard.
(Advertisers & non-advertisers treated equally; not recommended reviews viewable.)

27. Why Some Reviews Are Not Recommended
All businesses are equal in this regard.
(Advertisers & non-advertisers treated equally; not recommended reviews viewable.)

28. Simply leave a trail of breadcrumbs so your customers know where to find you
Provide Great Service
Don’t ask for reviews….
Update Your Email Signature
and Business Cards
online.
Create a Check-In Offer & Yelp Deal
In-Office & Newsletter Marketing

29. Additional Help
Contact Our User Support Team: www.yelp.com/contact
Business Owner Log-in: www.biz.yelp.com
Business Support Center: www.biz.yelp.com/support

30. Questions?

31. Paid Options –
Search Ads & Business Page Upgrades
Business Page Enhancements:
• Customized call to action
• 60-90 second video
• Photo slideshow
• Removal of competitor ads

32. Movers vs. Moving

33. Who Uses Yelp? Relatively Affluent, Educated Adults

34. Types of
3customers
Friends of
Your
Customers

35. How Do They Find You
Reputation
Word of Mouth
Top of Mind
New Customers

36. How Do They Find You
Reputation
Word of Mouth
Top of Mind
New Customers
Friends and Referrals

37. How Do They Find You
Reputation
Word of Mouth
Top of Mind
New Customers
Friends and Referrals
Regular Customers