How to get Your Customers to Rave About

You OnlineMorgan Remmers

Yelp Sr. Manager of Local Business Outreach@MorganRemmers

1multifamily-social-media.com

How Are Most Consumers Finding Local Businesses?

95% of Consumers Use the Internet to Find Local Businesses

Do Consumers Pay Attention to Online

Reviews?

85% of Consumers Say They Read Online Reviews for Local Businesses

Word of Mouth About Your Business Happens Everywhere…

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Yelp: Connecting People With Great Local Businesses

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The Yelp App: Coming To A Device Near You!

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Why Do People Use Yelp?

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89% of Visitors Make A Purchase Within A Week

Who Uses Yelp? Relatively Affluent, Educated Adults

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biz.yelp.com: Free Tools, User Views & Customer Leads

Claim & Optimize Your Yelp Business Page – All of this is Free!

Add Photos

Add Basic Business

Information

Describe Your

Business&

Recommend Like-Minded Businesses

Add Your Website, Phone

number and Service Area

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%

#1: Craft Responses You Can Be Proud Of…

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

1 Star Review Posted

Review Update: 3 Stars

Public Comment from

Business

Tip #3: Great Service Translates Into Great Online Reviews

Public Comment from

Business

Review Update: 5 Stars

4 Star Review Posted

Quality Controls: Why Some Reviews Come Down

Quality Controls: Why Some Reviews Come Down

Provide Great Service

Update Your Email Signature & Business Cards

Create a Check-in Offer or Yelp Deal

In-Office & Newsletter Marketing

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

online.

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What We Covered:

1. Be sure to claim your free Yelp Business Page at biz.yelp.com

2. Take advantage of the suite of free tools at Yelp for Business

Owners to optimize your business page and attract new customers.

3. Connect with your customers with Yelp’s review response tools.

4. You understand the importance of responding diplomatically to your

reviews.

5. Remember to leave a trail of breadcrumbs so your customers know

where to find you online (without asking for reviews).

Business Owner Resourceswww.yelp.com/support

www.biz.yelp.comwww.biz.yelp.com/support

@MorganRemmers