4 Tactics to Keep Customer
Complaints Off Yelp
The Financial Impact of Social Reviews

More than a third of customers take their complaints online—to Yelp,
Twitter, Face...
When Complaints Go Social

“If guests are unhappy, they go to websites like TripAdvisor, and
they voice their opinions. Th...
1. Give Customers the Chance to Vent

It’s not always possible to prevent a frustrating experience, but you can rechannel ...
2. Make It Very Easy to Complain

• Make your phone number widely
visible.

!
• Make sure employees respond
quickly to cal...
3. Let Customers Complain Anonymously

Customers won’t always give feedback in person—they’re shy!

!
• Anonymity ensures ...
4. Respond to Customers in Real Time

Acknowledge the complaint immediately, even if complaint resolution will
take more t...
Read Report

Read the full article.

@SoftwareAdvice

/company/software-advice

/SoftwareAdvice

@SoftwareAdvice

Software...
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4 Tactics to Keep Customer Complaints Off Yelp

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Ideally, businesses want to intercept customer complaints before they hit the web. We spoke to three companies using strategies to prevent negative online reviews, and highlight their tactics.

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4 Tactics to Keep Customer Complaints Off Yelp

  1. 1. 4 Tactics to Keep Customer Complaints Off Yelp
  2. 2. The Financial Impact of Social Reviews More than a third of customers take their complaints online—to Yelp, Twitter, Facebook, and Trip Advisor—according 2013’s National Customer Rage Study. ! • Yelp ratings impact small businesses the most.
 • A one-star increase in Yelp ratings can lead to a 5-9 percent increase in revenue, according to a Harvard Business School Study. ! We spoke to customer service experts and small business owners to hear how companies can successfully minimize negative reviews. Here are four ways you can do the same. !
  3. 3. When Complaints Go Social “If guests are unhappy, they go to websites like TripAdvisor, and they voice their opinions. They go on social media and they trash the place. Social media has such a far-ranging touch that it can make or break a restaurant—and I’ve seen it break restaurants.” ! —Robert Irvine, Food Network Host of Restaurant: Impossible “People Hate Us On Yelp” by unnormalized used under CC BY / Cropped and Resized
  4. 4. 1. Give Customers the Chance to Vent It’s not always possible to prevent a frustrating experience, but you can rechannel customer frustration. • On-premise feedback systems give guests the chance to vent immediately—before they go online. ! • Decide where in the customer service experience customers are most likely to respond to feedback requests.
  5. 5. 2. Make It Very Easy to Complain • Make your phone number widely visible. ! • Make sure employees respond quickly to calls. ! • Cast a wide net by giving customers as many points of contact to share feedback as you can. “Negative reviews are the best way to get a business to change for the better,” says one Yelp reviewer.
  6. 6. 3. Let Customers Complain Anonymously Customers won’t always give feedback in person—they’re shy! ! • Anonymity ensures more honest, accurate feedback. 
 • It also increases your chance of receiving feedback—customers don’t want to end up on a mailing list. 
 • Your best customers—regulars—feel most comfortable delivering anonymous feedback.
  7. 7. 4. Respond to Customers in Real Time Acknowledge the complaint immediately, even if complaint resolution will take more time. A quick response: ! • Prevents customers from stewing.
 • Delays the immediate urge to post online. !
  8. 8. Read Report Read the full article. @SoftwareAdvice /company/software-advice /SoftwareAdvice @SoftwareAdvice Software Advice™ is a trusted resource for software buyers. The company's website, www.softwareadvice.com, provides detailed reviews, comparisons and research to help organizations choose the right software. Meanwhile, the company’s team of software analysts provide free telephone consultations to help each software buyer identify systems that best fit their needs. In the process, Software Advice connects software buyers and sellers, generating high-quality opportunities for software vendors.

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