Yelp 101: The Basics of Yelp for Business Owners

- Who uses Yelp and why?

- Harnessing the power of mobile

- How to use Yelp for Business Owners

- Best practices for responding to reviews

- Q & A

This Live Demo Will Cover:

Why Yelp Exists:

Yelp: The Leading Local Guide for Real Word-of-Mouth

Who Uses Yelp?

Who Uses Yelp? Relatively Affluent, Educated Adults

61 MILLION REVIEWS AND COUNTING

Reviewed businesses in every category

Cumulative reviews contributed since inception

19%Restaurants

13%

Why Do People Use Yelp?

89% of visitors make a purchase within a week

Smartphone Adoption Growing in the US

62% Of the US mobile population now

owns a smartphone

40% own an iPhone

and of that…

Nielsen Mobile Study August 2013

The Yelp App: Coming to a Device Near You!

HOW YELP USERS NAVIGATE: MOBILE APP Explore the Menu Click to Call

DirectionsPhotos

Start Here: www.biz.yelp.com

Free Tools, User Views & Customer Leads

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.

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

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

Connect with Customers & Join the Conversation

Send Private Message

Post Public Comment

MYTH: Most Yelp Reviews are NegativeFACT: Nearly 80% of Yelp Reviews are 3-Stars or Higher

Distribution of All Reviews

Negative reviews play an important role too:• A variety of experiences are consistent with real life• You can’t please 100% of your customers 100% of the

time

1 Star 13%

2 Stars 8%

Negative Review? Stop, Drop & Roll.

1. Stop - Don't respond immediately. The best advice I've received is to sleep on it (although I typically lose sleep over such reviews). Waiting 24 hours can make all the difference.

2. 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.

3. Roll - Roll with it. In the end, you can't control the opinions of your clients. 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!

Tip #1: Craft Responses You Can Be Proud Of…

Tip #2: Say ‘Thank You’, State Your Policy and Respond Promptly

1 Star Review on 8/5/12

Review Update: 3

Stars

Public Comment

from Business Owner

What Are Recommended Reviews?

What Are Recommended Reviews?

All businesses are equal in this regard.(Advertisers & non-advertisers treated equally; not recommended reviews

viewable.)

Why Some Reviews Are Not Recommended

All businesses are equal in this regard.(Advertisers & non-advertisers treated equally; not recommended reviews

viewable.)

Provide Great Service

Update Your Email Signature and Business

Cards

Create a Check-In Offer & Yelp Deal

In-Office & Newsletter Marketing

Don’t ask for reviews….Simply leave a trail of breadcrumbs so your customers know where to find you online.

Contact Our User Support Team: www.yelp.com/contact

Business Owner Log-in: www.biz.yelp.com

Business Support Center: www.biz.yelp.com/support

Additional Help

Questions?

Paid Options – Search Ads & Business Page Upgrades

Business Page Enhancements:• Customized call to action• 60-90 second video • Photo slideshow • Removal of competitor ads

Movers vs. Moving