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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

portland@yelp.com

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