This presentation was given to an audience of small businesses at LSA Bootcamp, a one day digital marketing intensive in Austin 1/24/16. For more about the event and for a look at future events visit: http://bit.ly/LSABootcamp16

1. TAKE CONTROL OF
YOUR ONLINE REPUTATION
COREY DANE
Business Outreach
bizoutreach@yelp.com

2. AGENDA
01 Facts & Figures
02 Your Yelp Business Page
03 Getting More Reviews
04 Responding To Reviews
05 Q&A

3. Fact & Figures
01

4. SECTIONS
01 Mission
02 CM Survey Responses
04 Next Steps
82%PERCENT OF CONSUMERS CONSULT
online reviews BEFORE MAKING A PURCHASE DECISION.
…
SOURCE: Experian Marketing Services

5. Our focus has been
to connect people
t o g r e a t l o c a l
businesses, the truly
best places in cities
t h r o u g h o u t t h e
world, and we do so
in useful, funny and
cool ways that make
l i f e a l o t m o r e
i n t e r e s t i n g .
Russell Simmons
Jeremy Stoppelman
Since Day One:

6. United States July 2004 Ÿ Canada August 2008 Ÿ United
Kingdom January 2009 Ÿ Republic of Ireland April 2009 Ÿ France May
2010 Ÿ Germany July 2010 Ÿ Austria October 2010 Ÿ The
Netherlands December 2010 Ÿ Spain May 2011 Ÿ Italy September 2011
Switzerland September 2011 Ÿ Belgium October 2011 Ÿ Australia December
2011 Ÿ Sweden March 2012 Ÿ Denmark April 2012 Ÿ Norway May 2012
Finland June 2012 Ÿ Singapore September 2012 Ÿ Poland October 2012
Turkey December 2012 Ÿ New Zealand May 2013 Ÿ Czech Republic July
2013 Ÿ Brazil August 2013 Ÿ Portugal December 2013 Ÿ Mexico March
2014 Ÿ Japan April 2014 Ÿ Argentina May 2014 Ÿ Chile August 2014
Hong Kong September 2014 Ÿ Taiwan March 2015 Ÿ Malaysia May 2015
Philippines June 2015
Yelping Around The World:
CMs captain communities in 32 International Markets.

7. 57% are
age 35 or over
77% have
a College Degree
65% earn
60k+ annually
Our Community:
Yelpers are affluent, educated adults.

8. …
In a Nielsen study, we found that…

9. …
and that…

10. Your Business On Yelp
02

11. biz.yelp.com:
A wealth of free tools on desktop & mobile.

12. …
SOURCE: Boston Consulting Group, 2013
$8000THE AVERAGE ANNUAL INCREMENTAL
REVENUE GENERATED BY A BUSINESS
AFTER CLAIMING ITS
YELP BUSINESS PAGE
free

13. Business Owner’s Account:
Track user views and customer leads & manage your online reputation.

14. Business Owner’s Account:
Track user views and customer leads & manage your online reputation.

15. ACTIVITY
BUSINESS INFORMATION
PHOTOS
…
biz.yelp.com

16. biz.yelp.com
…
ACTIVITY

17. CTIVITYACTIVITYACTI
• USER VIEWS (toggle between 30 day, 12 months, 2 years)
• ACTIVITY FEED
• CUSTOMER LEADS
• REVENUE ESTIMATOR

19. INFORMATION
SHARED IN
ACTIVITY FEED IS
BASED ON USERS’
PRIVACY SETTINGS

20. LEADS
BROKEN
DOWN BY
TYPE
LEADS AS A
WHOLE SUM

21. BUSINESS
INFORMATION
biz.yelp.com
…

22. USINESSINFORMATIO
• 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)

23. PHOTOS
…
biz.yelp.com

24. SECTIONS
01 Mission
02 CM Survey Responses
04 Next Steps
2.5X
CONSUMERS SPEND
more time ON A BUSINESS PAGE with photos THAN ONE WITHOUT.
…

25. 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.
…

26. SECTIONS
01 Mission
02 CM Survey Responses
04 Next Steps
HOTOSPHOTOSPHOT
• UPLOAD UNLIMITED PHOTOS
• GO BEYOND LOGOS & STOREFRONT
• USE PHOTOS TO HELP TELL YOUR STORY
• CAPTION PHOTOS
• FLAG INAPPROPRIATE PHOTOS
• UPDATE WHEN NECESSARY

27. Getting More Reviews
03

28. REVIEW BADGES
…
biz.yelp.com

29. Review Badges:
Copy code, paste to website, show off your Yelp love.

30. yelp.com/brand:
Download creative assets and order a Find Us On Yelp Sticker.

31. SECTIONS
01 Mission
02 CM Survey Responses
04 Next Steps
EAVEATRAILLEAVEA
• PRINT & POST REVIEWS
• SHARE REVIEWS ON SOCIAL
• MENTION YOUR ON YELP
• ADD LINKS WHEREVER POSSIBLE
• CONSIDER TRANSACTIONAL PRODUCTS

32. Responding To Reviews
04

33. REVIEWS
biz.yelp.com
…

34. SHARE
FLAG
ADD/EDIT/REMOVE PUBLIC COMMENT or
SEND PRIVATE MESSAGE
EVIEWSREVIEWSREVI

35. RESPOND
biz.yelp.com
…

36. UBLICPUBLICPUBLICP
• APPEARS BELOW REVIEW
• VISIBLE TO EVERYONE
• INSTILLS CONFIDENCE
• BUILDS RAPPORT
• GREAT ADVERTISEMENT
• USE FOR ALL REVIEWS (positive&negative)

37. RIVATEPRIVATEPRIVAT
• ADDRESS CONCERNS ONE-ON-ONE
• BEST FOR DETAILED CORRESPONDENCE
• RESOLUTION BASED
• OBTAIN VALUABLE FEEDBACK
• ORGANIZED FOR REFERENCE
• BEST FOR NEGATIVE REVIEWS

38. Negative Review?
Stop, Drop & Roll.

39. Don't respond immediately: Waiting 24 hours can
make all the difference. Sleep on it!
STEP ONE:
STOP
01

40. 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:
DROP
02

41. 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:
ROLL
03

42. BUSINESS SUPPORT CENTER
biz.yelp.com/support
CREATIVE ASSETS
yelp.com/brand
BLOG FOR BUSINESS OWNERS
biz.yelp.com/blog
Q&A

43. We know just the place.
COREY DANE
Business Outreach
bizoutreach@yelp.com
. . .