This presentation was given to an audience of small businesses at the LSA Bootcamp in Detroit 6/1/16 which was an event to help small businesses learn the fundamentals of digital marketing. For more on the event, visit: http://www.marketingbitz.com/marketing/boot-camp.aspx

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

3. …
In a Nielsen study, we found that…

4. …
and that…

5. AGENDA
01 Get Found
02 Now What
03 Manage Your Reputation
04 Takeaways
05 Q&A

6. Get Found
01

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

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

9. BUSINESS INFORMATION
BADGES
…

10. BUSINESS
INFORMATION
biz.yelp.com
…

11. • 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)

12. BADGES
…
biz.yelp.com

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

14. Now What
02

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

16. …
PHOTOS
VIEWS & ACTIVITY

17. PHOTOS
…
biz.yelp.com

18. SECTIONS
01 Mission
02 CM Survey Responses
04 Next Steps
…

19. 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.
…

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

21. VIEWS & ACTIVITY
…
biz.yelp.com

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

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

25. Manage Your Reputation
03

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

27. REVIEWS
biz.yelp.com
…

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

29. PUBLIC VS. PRIVATE
biz.yelp.com
…

30. One, Two, Three, Four Or Five Star Review:
Add a public comment.
• APPEARS DIRECTLY BELOW REVIEW
• VISIBLE TO EVERYONE
• VERY TELLING
• BUILDS CONFIDENCE
• GREAT ADVERTISEMENT
• SEND A PRIVATE MESSAGE

31. One Or Two Star Review:
Send a private message.
• ADDRESS CONCERNS 1:1
• DETAILED CORRESPONDENCE
• ORGANIZED FOR REFERENCE
• OBTAIN VALUABLE FEEDBACK
• RESULTS DRIVEN

32. biz.yelp.com
…

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

34. 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

35. 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

36. Takeaways
04

37. 01CLAIM YOUR PAGE
…

38. …
02UTILIZE THE TOOLS

39. …
03DOWNLOAD THE APP

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