@PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews &...
Transcript of @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews &...
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@PDXYelp
Yelp 101:
Understanding
Yelp Users
Why Yelp Exists
To connect people with great local businesses.
“[Yelp] helped me find my
hairstylist, esthetician,
veterinarian, therapist…”
What Makes Yelp Different?
Since Day 1, our focus has always been
on creating a community of reviewers
Yelp isn’t a bulletin board or drive-by
review site
Yelp: The Leading Urban City Guide for Real Word-of-Mouth
Yelp Isn’t Just Restaurants
Reviews by Category
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Yelp is Transactional
The Yelp Mobile App –
Already On A Phone Near You!
• Yelp mobile app is used on 73 million
unique mobile devices (Q3 2014)
• Approximately 64% of all searches on Yelp
come from our mobile apps.
• 10 per second: Average number of
consumers who generated directions to
or called a business from a Yelp app.
Yelp Consumers are Affluent, Educated Adults
How Will You Stand Out?
Unlock Your Business Owners Account…
…Captivate Yelp
Users
Start Here: www.biz.yelp.com
Free Tools, User Views & Customer Leads
Optimize Your Listing – All of this is Free!
Add Photos
Add Basic Business
Information
Describe Your
Business
&
Recommend Like-
Minded
Businesses
Create a Yelp Deal
&
Gift Certificate
Add your
website &
receive
messages
from potential
customers
New Free Tool for Restaurant & Bar Owners:
Yelp Reservations
Consumers who book a
reservation will get email and
text confirmation and
reminders
Business owners will get email
notifications, and the ability to
see and print a list of
confirmed reservations in their
Yelp Business Account.
Simply set up your
capacity, and
reservations are
enabled on your Yelp
business listing.
You can also add a
widget to your own
website to allow visitors
to book a Yelp
Reservation.
Your Mobile Audience:
Entice Them With A Check-in Offer
Thanks for checking in to Safari
Helicopter Tours! Here’s a little something to show their
appreciation:
1 Free Jurassic Waterfall Poster
Your Business Listing - User Generated Content
Connecting online
With Yelp Users
Reviews & Reputation Management:
Myth:
Most Yelp Reviews are
Negative
a/k/a the “car problem”
FACT: 80% of Yelp Reviews are 3-Stars or Higher
Distribution of All Reviews
Critical reviews play an important role too:
• Take note of any patterns you see in negative reviews
• You can’t please 100% of your customers 100% of the time
Portlandia: Women and Women First
Negative Review? Stop, Drop & Roll.
1. Stop - Don't respond immediately. The best advice I've received is to
sleep on it. Waiting 24 hours can make all the difference.
1. Drop - Drop the prideful, defensive and harsh response. Let a trusted co-
worker or friend read through your response before posting. Remember,
taking the high road is rarely a bad idea.
1. Roll - Roll with it. In the end, you influence the opinions of your clients by
the services and goods you provide. Attempt to mend any valid issues
this person presented through their review. Keep providing the best
possible service and products. Do those things and the more
affectionate reviews will exponentially multiply!
Connect with Customers & Join the Conversation
Send Private Message
Post Public Comment
Quality Controls: Why Some Reviews Come Down
Quality Controls: Why Some Reviews Come Down
The Proof is in the Pudding:
“Every fake review
the Texan bought
was flagged by
Yelp’s algorithms,
though his
fraudulent reviews
remain up on the
seven other sites.”
Do Let People Know
You’re on Yelp, But Don’t Ask For Reviews
Provide Great Service!
Update Your Email Signature
Create a Check-In Offer
In-Office & Newsletter Marketing
Elite and Community-Managed Events
Bring the Yelpers to You
Elite and Community Events
Who are the Yelp Elite?
Benefits of Hosting an Event
• Craft a custom experience
• Connect with Influencers
• Get people talking
• Residual buzz
Matt Eyman Community Manager - Portland
www.yelp.com/contact
biz.yelp.com
@PDXYelp
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