This session was presented at the MarketingBitz bootcamp in New York City on October 12, 2018.

1. Five Star State of Mind

2. Local Business Partner
schwartz@yelp.com
Ali Schwartz

3. Who uses online reviews to make a
decision?

4. Consumers use
online reviews to
make informed
decisions.
CONSUMER BEHAVIOR

5. “Three in four people who use their
smartphones to search for something nearby
end up visiting a local business within a day.”
- Forbes
Cappoccia, C. (April, 2018). Online Reviews Are The Best Thing That Ever Happened To
Small Businesses. Retrieved from www.Forbes.com
“Three in four people who use their
smartphones to search for something nearby
end up visiting a local business within a day.”
- Forbes

7. Every business wants to achieve a great
reputation online.
Every business can, with the right
mentality.

8. Honest question: do you embrace
customer feedback?

10. Almost 80% of
reviews on Yelp are
neutral to positive.
CONSUMER BEHAVIOR

11. IMAGE
“Answer every complaint,
in every channel, every
time.”

12. Actively listen and join the conversation in
order to gain consumer trust and stand out.

13. Identify trends and
themes across your
reviews.
SET GOALS FOR CUSTOMER SERVICE
EXCELLENCE
Pricing and value
Food and beverage
Service
Facilities and amenities
General experience
Pick-up and delivery

14. Develop a strategy
for dealing with
customer feedback.

15. Respond to positive
reviews.
DEVELOP A STRATEGY FOR DEALING
WITH CUSTOMER FEEDBACK
01
Something to add
02
Nothing to add
Direct Message
or
“Thank” Button
Public Comment

16. Amplify the
positivity.
DEVELOP A STRATEGY FOR DEALING
WITH CUSTOMER FEEDBACK

17. Respond to
critical reviews.
DEVELOP A STRATEGY FOR DEALING
WITH CUSTOMER FEEDBACK
02
Inaccurate
01
Legitimate
03
Rant
Direct MessagePublic CommentPublic Comment

20. TAKE THE HIGH ROAD TAKE COMFORTT A K E A M I N U T ETAKE A MINUTE

21. Don’t interfere with
the natural flow of
reviews. Inspire
great reviews
organically.

24. Claim and manage your free business page at biz.yelp.com
Complete your profile including relevant categories and website
Add high quality photos to grab the attention of customers
Don’t attempt to interfere with the natural flow of reviews
Do respond to reviews authentically within 24 hours
Explore paid options to boost leads and customers
Best Practices
Checklist

25. Help is here.
nyc.yelpbizconnect.com
Connect
bizoutreach@yelp.com
Message
biz.yelp.com
Manage