How Online Reviews Can Change Restaurants

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Transcript of How Online Reviews Can Change Restaurants

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The  average  Canadian  household  spends    $1,487  at  restaurants  every  year.                                                                                                                                                                                      -­‐  Sta=s=cs  Canada    

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With sites such as

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And  can  ac=vely  voice  their  opinions  on  their  meal  

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While for some these reviews can lead to increased profit

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Feedback  can  be  a  vital  tool  for  help  restaurants  improve  their  food,  service  and  increase  the  amount  of  new  customers  

coming  in    

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“…a  one-­‐star  increase  in  Yelp  ra=ng  leads  to  a  5-­‐9  percent  increase  in  revenue”.  

                                                                                     -­‐  Harvard  Business  School  

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Other times, it can lead to their downfall.

Source  UrbanSpoon  

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So what can restaurants do?

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1. Respond to negative feedback

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Companies such as chattback allow managers and customers to communicate directly with each other

Used  with  permission  of  ChaGback  CEO,  Ian  BuGerfield  

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2.  Bringing  in  a  social  media  manager    

Example  from  Mashable.com  

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4.  Encourage  others  to  review  

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Fin  

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Sources  • hGps://www.flickr.com/photos/barbarycoastranger/4153414329/sizes/m/in/photostream/  • feed://travelcommons.com/feed/  • hGps://www.flickr.com/photos/26016251@N08/4527696243/in/photolist-­‐7U6Cmk-­‐9K83Ui-­‐9KaRF9-­‐9K83Rn-­‐7TCweE-­‐5RLbji-­‐aaBgtd-­‐9KaZKU-­‐

ouvoi-­‐9B5yVx-­‐9B8scs-­‐9B8sc9-­‐9K83Tr-­‐96sJdv-­‐9K83Sc-­‐7NVNRL-­‐9KaREw-­‐9K83Tg-­‐9B5yVa-­‐7RJFVp-­‐bwRHMi-­‐9KaRFu-­‐bEb8T-­‐9B5yUF-­‐9B8s9Y-­‐9B5yUc-­‐9B8s9w-­‐4N3HLD-­‐9K83R2-­‐9K83Rv-­‐9K83RH-­‐9K83QV-­‐9qpfLw-­‐9qpgs5-­‐9qmdR4-­‐9qmdFK-­‐9qpfWE-­‐b1nif-­‐b6t81-­‐5K9s6W-­‐5K5cFe-­‐b3pFd-­‐ihHPKa-­‐5K5cQP-­‐5K5cPx-­‐5K5cuM-­‐b6tdp-­‐bEbAH-­‐9LrXtb-­‐9LpaGr-­‐b3paW  

• hGps://www.flickr.com/photos/trysil/8380446414/sizes/c/in/photolist-­‐dLxYKq-­‐4Dz3BA-­‐9vvRSi-­‐3buP51-­‐6dwuKe-­‐6dm7EC-­‐m5QZNv-­‐4KcWpW-­‐iFXGG4-­‐4V6jJL-­‐aPgGtr-­‐axGgKc-­‐6dgYBz-­‐f3sX1i-­‐2E4Lzr-­‐yBEJw-­‐4YoFfK-­‐f3sZVg-­‐f3H2nf-­‐kWXPB-­‐4Qvds5-­‐bGff56-­‐GFM1t-­‐jvCLKq-­‐iTTeq-­‐d9aAzU-­‐386KDt-­‐23fJvg-­‐mWrQjz-­‐Q86Gg-­‐6u5tT9-­‐fgbL71-­‐hYJaps-­‐ddCuKe-­‐eQ9hjh-­‐biMnEz-­‐87QzZ9-­‐6MuGCE-­‐ejrQVf-­‐eSTico-­‐6dgRMP-­‐6cCDAM-­‐akENss-­‐9F45nm-­‐vNvi3-­‐4nhJeX-­‐iCT7CE-­‐ejgDyH-­‐2tskim-­‐4Gf3Ti-­‐97Xaf/  

• hGps://www.flickr.com/photos/roadsidepictures/2607218595/sizes/z/in/photolist-­‐4YoFfK-­‐f3sZVg-­‐4nhJeX-­‐iCT7CE-­‐f3H2nf-­‐kWXPB-­‐4Qvds5-­‐bGff56-­‐GFM1t-­‐jvCLKq-­‐iTTeq-­‐ejgDyH-­‐2tskim-­‐4Gf3Ti-­‐97Xaf-­‐d9aAzU-­‐386KDt-­‐mWGNZR-­‐fn5HdP-­‐23fJvg-­‐mWrQjz-­‐Q86Gg-­‐4KNCNu-­‐beQajx-­‐6faghC-­‐6u5tT9-­‐fgbL71-­‐8zrnFm-­‐a5Bf8Z-­‐f3t2mc-­‐6d1Mrv-­‐5D22j7-­‐hYJaps-­‐ddCuKe-­‐eQ9hjh-­‐biMnEz-­‐87QzZ9-­‐dwS1nV-­‐7TZjLV-­‐dxf2AE-­‐7ffFK1-­‐hVDFB1-­‐6nsYj-­‐hvBMJD-­‐dQvezh-­‐5D22j3-­‐aStm3z-­‐5VMtwZ-­‐dk2S2i-­‐6f6DPZ-­‐3Ycrn9/  

• hGp://www.mul=familyinsiders.com/mul=family-­‐blogs/people-­‐love-­‐us-­‐on-­‐yelp  • hGps://www.flickr.com/photos/lifeisaprayer/3346288138/sizes/z/in/photolist-­‐66GAT5-­‐QoKMN-­‐itjysg-­‐zWvFc-­‐fqQCmv-­‐

eakXBD-­‐6nQ8E-­‐5EqV3b-­‐4zQQ5M-­‐5yk97L-­‐5nUpvY-­‐h6XhYL-­‐h6XgAW-­‐8Lo3YD-­‐h6Xbzo-­‐8bThxW-­‐y8e76-­‐47nc3N-­‐JTKAX-­‐31JdM-­‐8bQ6SH-­‐4uHRPi-­‐9uhAtv-­‐4CckKu-­‐eakWZp-­‐yyNRf-­‐8XbXz-­‐4LZpGt-­‐7FQPtw-­‐4ku6Bk-­‐4C7Vjn-­‐h6YjRk-­‐fgvqs1-­‐5wyD9V-­‐5Gweeb-­‐f7Nj8-­‐h6YrWc-­‐6FMXYH-­‐2Apz4f-­‐2TqYAf-­‐9ZXibS-­‐e44op-­‐8bQAvx-­‐8bQipp-­‐8bTzAA-­‐8bQcgH-­‐8bQ1Wr-­‐8bPUV8-­‐itk8WS-­‐5XqgCz-­‐9tNWTn/  

• hGp://chaGback.com/home.htm  • hGp://mashable.com/2011/08/29/facebook-­‐marke=ng-­‐restaurants/l  • hGps://www.flickr.com/photos/51035555243@N01/161547780/in/photolist-­‐fgYwy-­‐6kaWZr-­‐5czv4R-­‐cCJFgS-­‐atjeFN-­‐i6ycgb-­‐bC3ecm-­‐6fWNVd-­‐

otcb1-­‐jJxYi6-­‐frdUws-­‐anybkk-­‐b8v41B-­‐3Jj11-­‐J7Cqb-­‐4P3oW4-­‐7ZjceF-­‐ddDrx1-­‐buRLHu-­‐bjW4QG-­‐55pJxp-­‐eTPsQR-­‐4P7CJA-­‐bxQXSi-­‐9F4wJc-­‐ebPZha-­‐dgkkkb-­‐8Dz2hm-­‐5zzFkT-­‐72t8Fh-­‐c8b6rG-­‐4P7CVN-­‐ggfK3t-­‐4nL9AJ-­‐eQqpih-­‐4YDTRY-­‐auCPGH-­‐eLCG45-­‐rsDv-­‐4P3oHP-­‐4P3oxT-­‐4oX6pM-­‐32x9rC-­‐n7BBY2-­‐4oPGjj-­‐4oPG61-­‐4P3p9z-­‐aB55bP-­‐hc8djW-­‐b8dD8t-­‐fUbjs8  

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Sources  •  hGp://www.urbanspoon.com/r/22/334603/restaurant/Phoenix/Central-­‐ScoGsdale/Amys-­‐Baking-­‐Company-­‐

ScoGsdale  •  hGp://au.ib=mes.com/ar=cles/521149/20131111/amy-­‐s-­‐baking-­‐company-­‐reddit-­‐yelp-­‐kitchen.htm#.U3-­‐aKs2Ai5I  

•  hGp://www.huffingtonpost.com/2013/05/22/amys-­‐baking-­‐company-­‐reopens_n_3318720.html  

•  hGp://www.androidtapp.com/tripadvisor/  •  hGp://www.forbes.com/fdc/welcome_mjx.shtml  

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•  hGp://www41.statcan.gc.ca/2006/0163/ceb0163_002-­‐eng.htm  

•  hGps://www.flickr.com/photos/mliu92/6802322320/sizes/c/in/photolist-­‐bn6Frj-­‐nCAtFm-­‐cjLN2b-­‐71G1UR-­‐6Tsotj-­‐mDYR3v-­‐fzNDGD-­‐4BApid-­‐4Eq56M-­‐4tgR5C-­‐37WqpC-­‐e4Cvy-­‐6Ve3j6-­‐dnPG74-­‐6A1V3e-­‐6A1ULx-­‐6A64Sq-­‐czy1jN-­‐dnPD9F-­‐6A1WKi-­‐6A1Vxp-­‐6A1Vgp-­‐6A1W6K-­‐6A64Eo-­‐czxF9j-­‐czxJRG-­‐4W8rvE-­‐czy3u7-­‐czxUVN-­‐czxRUQ-­‐czxNS7-­‐czxQAN-­‐czxXWS-­‐czxNiE-­‐czxL7Q-­‐czy4Sq-­‐czxHMU-­‐czxGx7-­‐czy6pN-­‐czxTz3-­‐czxSPG-­‐czy2oh-­‐czxWaA-­‐czxRjj-­‐czxMhh-­‐czxYRj-­‐dBvvqT-­‐jAskQA-­‐dJJaMa-­‐3Xyky-­‐kiSyTX/  

•  hGp://www.hbs.edu/faculty/Publica=on%20Files/12-­‐016.pdf  •  hGp://www.yelp.ca/biz/granville-­‐island-­‐public-­‐market-­‐vancouver