@pdxyelp - explore the pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15q1.pdfreviews...
TRANSCRIPT
![Page 1: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/1.jpg)
Page 1
@PDXYelp
![Page 2: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/2.jpg)
Yelp 101:
Understanding
Yelp Users
![Page 3: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/3.jpg)
Why Yelp Exists
To connect people with great local businesses.
“[Yelp] helped me find my
hairstylist, esthetician,
veterinarian, therapist…”
![Page 4: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/4.jpg)
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
![Page 5: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/5.jpg)
Yelp: The Leading Urban City Guide for Real Word-of-Mouth
![Page 6: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/6.jpg)
Yelp Isn’t Just Restaurants
Reviews by Category
![Page 7: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/7.jpg)
Page 7
Yelp is Transactional
![Page 8: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/8.jpg)
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.
![Page 9: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/9.jpg)
Yelp Consumers are Affluent, Educated Adults
![Page 10: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/10.jpg)
How Will You Stand Out?
![Page 11: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/11.jpg)
Unlock Your Business Owners Account…
…Captivate Yelp
Users
![Page 12: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/12.jpg)
Start Here: www.biz.yelp.com
![Page 13: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/13.jpg)
Free Tools, User Views & Customer Leads
![Page 14: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/14.jpg)
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
![Page 15: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/15.jpg)
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.
![Page 16: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/16.jpg)
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
![Page 17: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/17.jpg)
Your Business Listing - User Generated Content
![Page 18: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/18.jpg)
Connecting online
With Yelp Users
Reviews & Reputation Management:
![Page 19: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/19.jpg)
Myth:
Most Yelp Reviews are
Negative
a/k/a the “car problem”
![Page 20: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/20.jpg)
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
![Page 21: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/21.jpg)
Portlandia: Women and Women First
![Page 22: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/22.jpg)
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!
![Page 23: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/23.jpg)
Connect with Customers & Join the Conversation
Send Private Message
Post Public Comment
![Page 24: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/24.jpg)
Quality Controls: Why Some Reviews Come Down
![Page 25: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/25.jpg)
Quality Controls: Why Some Reviews Come Down
![Page 26: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/26.jpg)
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.”
![Page 27: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/27.jpg)
Do Let People Know
You’re on Yelp, But Don’t Ask For Reviews
![Page 28: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/28.jpg)
Provide Great Service!
Update Your Email Signature
Create a Check-In Offer
In-Office & Newsletter Marketing
![Page 29: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/29.jpg)
Elite and Community-Managed Events
Bring the Yelpers to You
Elite and Community Events
![Page 30: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/30.jpg)
Who are the Yelp Elite?
![Page 31: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/31.jpg)
Benefits of Hosting an Event
• Craft a custom experience
• Connect with Influencers
• Get people talking
• Residual buzz
![Page 32: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/32.jpg)
Matt Eyman Community Manager - Portland
www.yelp.com/contact
biz.yelp.com
@PDXYelp
![Page 33: @PDXYelp - Explore The Pearlexplorethepearl.com/downloads/pdba_yelp_presentation_15Q1.pdfReviews & Reputation Management: Myth: Most Yelp Reviews are Negative a/k/a the “car problem](https://reader031.vdocuments.net/reader031/viewer/2022030504/5ab0a1cf7f8b9a6b468b84fc/html5/thumbnails/33.jpg)
Page 33