Embed Size (px)
Citation preview
AGENDA
01 Facts & Figures
02 Your Yelp Business Page
03 Getting More Reviews
04 Responding To Reviews
05 Q&A
Fact & Figures
01
SECTIONS
01 Mission
02 CM Survey Responses
04 Next Steps82%PERCENT OF CONSUMERS CONSULT online reviews BEFORE MAKING A PURCHASE DECISION.
…
SOURCE: Experian Marketing Services
Our focus has been to connect people t o g r e a t l o c a l businesses, the truly best places in cities t h r o u g h o u t t h e world, and we do so in useful, funny and cool ways that make l i f e a l o t m o r e i n t e r e s t i n g .
Russell Simmons Jeremy Stoppelman
Since Day One:
United States July 2004 � Canada August 2008 � United Kingdom January 2009 � Republic of Ireland April 2009 � France May 2010 � Germany July 2010 � Austria October 2010 � The Netherlands December 2010 � Spain May 2011 � Italy September 2011 Switzerland September 2011 � Belgium October 2011 � Australia December 2011 � Sweden March 2012 � Denmark April 2012 � Norway May 2012 Finland June 2012 � Singapore September 2012 � Poland October 2012 Turkey December 2012 � New Zealand May 2013 � Czech Republic July 2013 � Brazil August 2013 � Portugal December 2013 � Mexico March 2014 � Japan April 2014 � Argentina May 2014 � Chile August 2014 Hong Kong September 2014 � Taiwan March 2015 � Malaysia May 2015 Philippines June 2015
Yelping Around The World:CMs captain communities in 32 International Markets.
57% are age 35 or over
77% have a College Degree
65% earn 60k+ annually
Our Community:Yelpers are affluent, educated adults.
…In a Nielsen study, we found that…
…and that…
Your Business On Yelp
02
biz.yelp.com:A wealth of free tools on desktop & mobile.
…
SOURCE: Boston Consulting Group, 2013
$8000THE AVERAGE ANNUAL INCREMENTAL REVENUE GENERATED BY A BUSINESS
AFTER CLAIMING ITS YELP BUSINESS PAGE
free
Business Owner’s Account:Track user views and customer leads & manage your online reputation.
Business Owner’s Account:Track user views and customer leads & manage your online reputation.
ACTIVITY
BUSINESS INFORMATION
PHOTOS
…
biz.yelp.com
biz.yelp.com
…
ACTIVITY
ACTI
VITY
ACT
IVIT
Y AC
TIVI
• USER VIEWS (toggle between 30 day, 12 months, 2 years)
• ACTIVITY FEED
• CUSTOMER LEADS
• REVENUE ESTIMATOR
INFORMATION SHARED IN ACTIVITY FEED IS BASED ON USERS’ PRIVACY SETTINGS
LEADS BROKEN DOWN BY TYPE
LEADS AS A WHOLE SUM
BUSINESS INFORMATION
biz.yelp.com
…
BUSI
NES
S IN
FORM
ATIO
N• 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
2.5XCONSUMERS SPEND
more time ON A BUSINESS PAGE with photos THAN ONE WITHOUT.
…
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
PHO
TOS
PHO
TOS
PHO
TO• UPLOAD UNLIMITED PHOTOS
• GO BEYOND LOGOS & STOREFRONT
• USE PHOTOS TO HELP TELL YOUR STORY
• CAPTION PHOTOS
• FLAG INAPPROPRIATE PHOTOS
• UPDATE WHEN NECESSARY
Getting More Reviews
03
REVIEW BADGES
…
biz.yelp.com
Review Badges:Copy code, paste to website, show off your Yelp love.
yelp.com/brand:Download creative assets and order a Find Us On Yelp Sticker.
SECTIONS
01 Mission
02 CM Survey Responses
04 Next Steps
LEAV
E A
TRAI
L LEA
VE A
T• PRINT & POST REVIEWS
• SHARE REVIEWS ON SOCIAL
• MENTION YOUR ON YELP
• ADD LINKS WHEREVER POSSIBLE
• CONSIDER TRANSACTIONAL PRODUCTS
Responding To Reviews
04
REVIEWSbiz.yelp.com
…
SHAREFLAG
ADD/EDIT/REMOVE PUBLIC COMMENT or SEND PRIVATE MESSAGE RE
VIEW
S RE
VIEW
S RE
VIE
RESPONDbiz.yelp.com
…
PUBL
IC P
UBLIC
PUB
LIC P
U• APPEARS BELOW REVIEW
• VISIBLE TO EVERYONE
• INSTILLS CONFIDENCE
• BUILDS RAPPORT
• GREAT ADVERTISEMENT
• USE FOR ALL REVIEWS (positive & negative)
PRIV
ATE
PRIV
ATE
PRIV
ATE
• ADDRESS CONCERNS ONE-ON-ONE
• BEST FOR DETAILED CORRESPONDENCE
• RESOLUTION BASED
• OBTAIN VALUABLE FEEDBACK
• ORGANIZED FOR REFERENCE
• BEST FOR NEGATIVE 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
BUSINESS SUPPORT CENTER
biz.yelp.com/support
CREATIVE ASSETS
yelp.com/brand
BLOG FOR BUSINESS OWNERS
biz.yelp.com/blog
Q&A
