SlideShare a Scribd company logo
Five Star State of Mind
When was the last time you used reviews
to make a decision?
Consumers use
online reviews to
make informed
decisions.
CONSUMER BEHAVIOR
BrightLocal 2018 Consumer Review Survey:
● 86% read online reviews
● 95% 18-34 year olds read online reviews
● 91% trust reviews as much as personal
recommendations
Claim + Actively Manage Your Page:
Biz.Yelp.Com
Honest question: do you embrace
customer feedback?
POP QUIZ
Are most online reviews
critical?
Nearly 80% of reviews
on Yelp are good to
great.
CONSUMER BEHAVIOR
Top 3 Tips For Online
Reviews
Actively listen, identify trends and join the
conversation to gain consumer trust.
1. Actively listen:
Find where people
are already talking
about you online.
SET GOALS FOR CUSTOMER SERVICE
EXCELLENCE
Social media, review sites, discussion boards, forums.
Start with simple tools like Google alerts and social
listening platforms. From Hooutsuite up to NewBrand
Analytics from Sprinklr.
2. Identify trends:
Look for themes
across your reviews.
SET GOALS FOR CUSTOMER SERVICE
EXCELLENCE
Pricing and value
Food and beverage
Service
Facilities and amenities
General experience
Pick-up and delivery
IMAGE
Complaints: Canary In
Coal Mine
3. Join the
conversation:
Respond to positive &
critical reviews.
DEVELOP A STRATEGY FOR DEALING
WITH CUSTOMER FEEDBACK
89% of consumers read
businesses’ responses to
reviews
Respond to
critical reviews.
DEVELOP A STRATEGY FOR DEALING
WITH CUSTOMER FEEDBACK
02
Inaccurate
01
Legitimate
03
Rant
Public CommentPublic CommentPublic Comment
Direct Message
Claim and manage your free business page at biz.yelp.com
Complete your profile
Add high quality photos to grab the attention of customers
Do respond to all reviews within 24 hours
Explore paid options to boost leads and customers
Best Practices
Checklist
Help is here.
yelpbizconnect.com
Connect
bizoutreach@yelp.com
Message
biz.yelp.com
Manage

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