LSA Bootcamp Chicago: Taking Control of Your Online Reputation (Yelp)

TAKE CONTROLOF YOUR ONLINE REPUTATION

Yelp Business Outreach bizoutreach@yelp.com

…In a Nielsen study, we found that…

…and that…

AGENDA01 Claim Your Page

02 Tools That Move The Needle

03 Reputation Management

04 Takeaways

05 Q&A

Claim Your Page

01

biz.yelp.com:Own your online storefront.

Free Business Owners App:The power of Yelp for Business Owners in the palm of your hand.

Tools That Move The Needle

02

Business Owner’s Account:A wealth of tools to help you grow your business.

BUSINESS INFORMATION

biz.yelp.com

…

•  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)

PHOTOS

biz.yelp.com

…

…

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.

…

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

ACTIVITY

biz.yelp.com

…

LEADS BROKEN DOWN BY TYPE

LEADS AS A WHOLE SUM

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

Reputation Management

03

Business Owner’s Account:A wealth of tools to help you grow your business.

RESPOND TO REVIEWS

biz.yelp.com

…

SHARE orFLAG

ADD/EDIT/REMOVE PUBLIC COMMENT or SEND PRIVATE MESSAGE

PUBLIC COMMENTS

biz.yelp.com

…

SECTIONS

01 Mission

02 CM Survey Responses

04 Next Steps

•  APPEARS DIRECTLY BELOW REVIEW

•  VISIBLE TO EVERYONE

•  VERY TELLING

•  BUILDS CONFIDENCE

•  GREAT ADVERTISEMENT

•  USE FOR 1, 2, 3, 4, 5 STAR REVIEWS

PRIVATE MESSAGES

biz.yelp.com

…

SECTIONS

01 Mission

02 CM Survey Responses

04 Next Steps

•  ADDRESS CONCERNS 1:1

•  DETAILED CORRESPONDENCE

•  ORGANIZED FOR REFERENCE

•  OBTAIN VALUABLE FEEDBACK

•  RESULTS DRIVEN

•  BEST FOR 1 & 2 STAR REVIEWS

Negative Review?Stop, Drop & Roll.

Don't respond immediately: Waiting 24 hours can make all the difference. Sleep on it!

STEP ONE:

STOP01

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:

DROP02

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:

ROLL03

Takeaways

04

CLAIM YOUR PAGE

biz.yelp.com

…

DOWNLOAD APP

biz.yelp.com

…

FILL OUT BIZ INFO

biz.yelp.com

…

UPLOAD PHOTOS

biz.yelp.com

…

RESPOND TO REVIEWS

biz.yelp.com

…

Q&A

05

We know just the place.

Yelp Business Outreach bizoutreach@yelp.com

. . .