Grow Your Business with Yelp

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Learn how to increase the number of times customers view your businesses profile, improve your reviews, and drive more sales by using Yelp for your business.

This deck will show you how to:
-- Optimize your Yelp profile to increase your traffic
-- Strategies to make sure your reviews don't end up in the Yelp Filter
-- Best practices when you respond to reviews (both positive and negative)
-- Tips for generating more reviews
-- Leverage customer review to boost engagement, and sales

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  • Grow Your Business with Yelp

    1. 1. WEBINARS How to Grow Your Business with Yelp
    2. 2. Title Text Title Text Your logo goes here Webinar Outline ✓ Why Yelp is important to your business   ✓ Setting up and optimizing your page   ✓ Responding to reviews ✓ 8 tips to generate more positive reviews   ✓ Navigating the Yelp Review Filter ✓ Leverage customer reviews to boost sales
    3. 3. Why Yelp is Important to Your Business
    4. 4. Title Text How to Grow Your Business with Yelp // Why Yelp is Important to Your Business + Manage Your Image ✓ Yelp is the #1 local/regional website and app   ✓ Claim your business to upload photos, add website link and ensure hours, phone number and other information is always up-to-date   ✓ Yelp has free tools that showcase your business to their community Control Your Business’s Information
    5. 5. Title Text How to Grow Your Business with Yelp // Why Yelp is Important to Your Business ✓ A Yelp Business Owner Account allows you to connect with customers and respond to reviews   ✓ Use the free response tools available in Yelp for Business Owners to join conversations   ✓ You can respond via a private message, or post a public comment for all future consumers to see (Current + Potential) Connect with Customers
    6. 6. Title Text How to Grow Your Business with Yelp // Why Yelp is Important to Your Business ✓ Yelp makes customers more comfortable choosing small businesses over major brands   ✓ In past, customers relied on brand name to be assured of quality   ✓ Research has shown that if a local business is on Yelp, customers will choose them over a big brand Over Big National Brands Gives You a Competitive Advantage
    7. 7. Title Text How to Grow Your Business with Yelp // Why Yelp is Important to Your Business ✓ Google’s local search algorithm update (Jul. 14) gives more prominence to local map and directory sites, such as Yelp   ✓ In many cases, your Yelp listing may outrank your website   ✓ A Yelp listing gives you organic SEO   ✓ Gives search engines social proof Yelp Helps Increase Your Rank Local Search
    8. 8. Title Text How to Grow Your Business with Yelp // Why Yelp is Important to Your Business ✓ 4 out of 5 Yelp users visit the site when they plan to spend money   ✓ 98% of Yelp users made a purchase at a business they found on Yelp   ✓ 55% of Yelp users take action (call, visit, etc.) with a local business frequently/every time they visit the site Your Listing Helps Them Decide Where Yelp Users Spend $$
    9. 9. Title Text How to Grow Your Business with Yelp // Why Yelp is Important to Your Business MORE EDUCATED   57% of Yelp users have a Bachelor’s degree or higher   Vs. 38% of all online users   MORE AFFLUENT   $68,000 annual income   Vs. $54,000 for all online users   YOUNGER   Average age of 41.1 years   Vs. 44.8 years for all online users to Build Your Business Connect with a Powerful Audience
    10. 10. Title Text How to Grow Your Business with Yelp // Why Yelp is Important to Your Business Be Ready! …Your Customers Will Find You VS. As Yelp Continues to Grow…
    11. 11. Setting Up + Optimizing Your Yelp Page
    12. 12. Title Text Title TextTitle Text How to Grow Your Business with Yelp // Setting Up and Optimizing Your Page Visit biz.yelp.com Follow the step-by-step prompts Step 1: Find and Claim Your Business
    13. 13. Title Text Title TextTitle Text How to Grow Your Business with Yelp // Setting Up and Optimizing Your Page …Respond to reviews privately and publicly After you setup your page, you can… Step 2: Respond to Reviews
    14. 14. Title Text Title TextTitle Text How to Grow Your Business with Yelp // Setting Up and Optimizing Your Page …Track your user views and customer leads After you setup your page, you can… Step 3: Track Reviews
    15. 15. Title Text Title TextTitle Text How to Grow Your Business with Yelp // Setting Up and Optimizing Your Page …Add photos and a link to your page After you setup your page, you can… Step 4: Add Photos
    16. 16. Title Text Title TextTitle Text How to Grow Your Business with Yelp // Setting Up and Optimizing Your Page …Update important information such as your   business hours and phone number After you setup your page, you can… Step 5: Keep it Updated
    17. 17. Responding to Reviews
    18. 18. Title Text How to Grow Your Business with Yelp // Responding to Reviews ✓ Respond in a timely manner   ✓ You are saying “thank you” to a customer that went out of their way   ✓ Responding to positive reviews is now part of Yelp’s Best Practice Guidelines Respond to Positive Reviews Build a Loyal Customer Base
    19. 19. Title Text How to Grow Your Business with Yelp // Responding to Reviews Use Reviews to Your Advantage ✓ Make sure the negative review is surrounded by positive ones   ✓ A Harris poll showed that customers actually trust businesses more when they see a few bad apples   ✓ Be sure to respond to the negative review quickly to show that your business is addressing the problem Managing Negative Reviews
    20. 20. Title Text How to Grow Your Business with Yelp // Responding to Reviews ✓ Address the problem directly   ✓ Identify the underlying issue and lead with an apology   ✓ Establish empathy by adding a human element to your response - this will help mend the wound Step 1: Proactively Respond
    21. 21. Title Text How to Grow Your Business with Yelp // Responding to Reviews ✓ A short response is less likely to trigger additional negative feelings   ✓ Never accuse the customer of wrong doing or lying   ✓ Always be polite and professional Step 2: Keep it Brief and Polite
    22. 22. Title Text How to Grow Your Business with Yelp // Responding to Reviews ✓ Always avoid back-and-forth arguments online   ✓ Suggest you bring the conversation offline and bring in a manager or owner (if applicable)   ✓ Include a name and a direct phone line to establish credibility Step 3: Take It Offline
    23. 23. 8 Tips to Generate   More Positive Reviews
    24. 24. Title Text Title Text How to Grow Your Business with Yelp // 8 Tips to Generate More Positive Reviews Tip #1 Start with Family and Friends ✓ If you’ve done work for family and friends, there’s nothing wrong with asking them to leave you a review   ✓ Pace your requests; you don’t want to use all your resources up front
    25. 25. Title Text Title Text How to Grow Your Business with Yelp // 8 Tips to Generate More Positive Reviews Tip #2 Include a Link in Your Email Signature ✓ There is a strong chance you email customers, vendors and partners on a regular basis   ✓ “Have we done business together? Please review us on Yelp!”
    26. 26. Title Text Title Text How to Grow Your Business with Yelp // 8 Tips to Generate More Positive Reviews Tip #3 Never Stop Asking ✓ Make a habit of asking for reviews whenever the opportunity arises   ✓ Solicit verbally, at point-of-sale, with window signage, showcasing positive reviews in-store, etc.
    27. 27. Title Text Title Text How to Grow Your Business with Yelp // 8 Tips to Generate More Positive Reviews Tip #4 Reach Out to Previous Reviewers ✓ If you have positive reviews on other platforms, reach out to those reviewers and ask them to leave you feedback on Yelp   ✓ You already know that they review and that they like your business
    28. 28. Title Text Title Text How to Grow Your Business with Yelp // 8 Tips to Generate More Positive Reviews Tip #5 Ask During Phone Calls ✓ Did you just have a great phone conversation with a customer?   ✓ Did a previous customer leave a “review card” with their phone number?   ✓ Ask them to review their experience with you
    29. 29. Title Text Title Text How to Grow Your Business with Yelp // 8 Tips to Generate More Positive Reviews Tip #6 Build a Reviews “Cheat Sheet” ✓ Include instructions that tells your customers how to review your business   ✓ Provide links to your Yelp profile and give them to your customers at the point of sale (i.e. cash register, final bill, in the mail, etc.)
    30. 30. Title Text Title Text How to Grow Your Business with Yelp // 8 Tips to Generate More Positive Reviews Tip #7 Add a Reviews Page on Your Website ✓ Similar to the physical review “cheat sheet” but accessible online   ✓ Provide links to your online profile with review instructions   ✓ Make the URL to your review page easy to remember
    31. 31. Title Text Title Text How to Grow Your Business with Yelp // 8 Tips to Generate More Positive Reviews Tip #8 Email Marketing ✓ You do collect emails, right? If you don’t, you need to start today   ✓ It’s as easy as collecting business cards or having a sign up sheet   ✓ When sending emails out to customers, always ask for a review or provide a link to your newly created “Review Page” on your website
    32. 32. Navigating the Yelp Review Filter
    33. 33. Title Text Title Text How to Grow Your Business with Yelp // Navigating the Yelp Review Filter The Yelp Review Filter Searches for Fake Reviews ✓ Good and bad reviews can be filtered out if Yelp believes they are fake   ✓ Source of pain for local businesses who are honest when using the platform   ✓ Yelp does a better job of filtering than most other review sites
    34. 34. Title Text Title Text How to Grow Your Business with Yelp // Navigating the Yelp Review Filter How a Yelp Review is Marked “Spam” Be Sure Your Reviews Comply ✓ When it is from someone who has only written one review   ✓ When it is from someone who has no profile info (profile photo, additional info, Facebook link, etc.)   ✓ When it is strongly slanted both positively and negatively
    35. 35. Title Text Title Text How to Grow Your Business with Yelp // Navigating the Yelp Review FilterYour logo goes here Why Are Legitimate Reviews Filtered? You Aren’t Alone ✓ If you ask customers for Yelp reviews, you run the risk of having a positive review filtered out   ✓ If your reviewer doesn’t have a long history, creates a minimal profile and post only one slanted review, Yelp may flag it   ✓ How can you avoid this?
    36. 36. Title Text Title Text How to Grow Your Business with Yelp // Navigating the Yelp Review Filter Help Your Positive Reviews Make It Through Yelp’s Filter ✓ Add the reviewer as a friend   ✓ Send the reviewer a message   ✓ Respond (which you should be doing for all Yelp reviews)   ✓ Vote the review as “Useful” or “Funny” or both
    37. 37. Title Text Title Text How to Grow Your Business with Yelp // Navigating the Yelp Review Filter Help Your Customers and Friends By Creating a Real Yelp Footprint ✓ Leave Yelp reviews for local businesses   ✓ Follow customers and friends   ✓ Leave honest reviews that have realistic distributions (1 to 5)   ✓ Connect to your Facebook account   ✓ Make friends (you can use Facebook or email to send invites)
    38. 38. Title Text Title Text How to Grow Your Business with Yelp // Navigating the Yelp Review Filter Help Your Customers and Friends By Creating a Real Yelp Footprint Cont’d ✓ Download the Yelp app and check in   ✓ Leave tips (show that you are more than just review scores)   ✓ Leave reviews over time   ✓ Continue building your profile and you might even be invited to join the Yelp Elite Squad!
    39. 39. Title Text Title Text How to Grow Your Business with Yelp // Navigating the Yelp Review Filter So… Should I Solicit Yelp Reviews or not? ✓ Okay to encourage customers to leave you a review, just not a “good” review ✓ Never, ever pay for positive reviews! If Yelp catches you, it will label you a Yelp Review Cheater
    40. 40. Additional Resources
    41. 41. Title Text Title TextMore Local Marketing Resources eBooks DOWNLOAD   localvox.com/resources Blog SUBSCRIBE localvox.com/blog How to Grow Your Business with Yelp // Additional Resources
    42. 42. Simple, Effective and Affordable   Local Online Marketing ✓ Search   ✓ Social   ✓ Mobile   ✓ Email ✓ Advertising   ✓ Website   ✓ PR   ✓ Lead Gen Get your free SEO report today!   localvox.com/free-seo-report
    43. 43. Social Inbox Visit localvox.com/solutions/social-inbox for a free demo! ANew   LocalCast Feature ✓ See entire conversations on 1 screen   ✓ Smarter metrics ✓ Enhanced photo-sharing capabilities   ✓ Link all your networks
    44. 44. Questions?
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