2. • Submit Express – www.submitexpress.com
– Launched in 1998
– Services: Search Engine Marketing, SEO, Social Media Marketing,
Reputation Management & Web Design
– Based in Burbank, CA and has 20+ employees
– Ranked #1 SEO Firm by Website Magazine
– - 2007, 2008 & 2009
– - 2008 & 2009
• Pierre Zarokian
– Writer for Search Engine Watch, Search Engine Journal, etc
– Quoted & Interviewed by Forbes, WSJ and LA Times
– Has spoken at industry trade shows, Search Engine Strategies, Pubcon, etc
About Submit Express
3. • “Yelp is an online urban city guide that helps consumers find
cool places to eat, shop, relax and play based on the
informed opinions of a vibrant community of locals in the
know”.
• “Numbers don’t lie approach”
• Cumulative reviews on Yelp have increased 42% to 41M
reviews YOY and unique visitors has increased to 117M.
• Yelp Mobile App is on 11.2M unique mobile devices.
Who is
4. • Harvard University research shows that a
1-star difference in reviews on Yelp may result in 5% to 9% in
business gained or lost
• 83% of consumers say online customer reviews influence
their purchase decisions.
• 63% of viewers of Yelp, visit/call that specific location. 38% of
those viewers make a purchase.
• A word-of-mouth recommendation is the primary factor
behind 20% to 50% of all purchasing decisions
Impact of
5. Goal
• Improve the In-Store Experience
• Increase Positive Reviews
• Decrease Negative Reviews
Yelp Action Plan
7. • Review Filters
• How to get reviews
removed
• General Yelp Advice
How Yelp Works
8. • New reviews get filtered
• New reviewers may need 10+ reviews and wait several
months
• A business with no reviews may display reviews from new
users (no filtering)
• A business with primarily negative reviews may get more
positive review filtered
• Some reviews stay a few days then get filtered
• Responding to reviews may make them stick
• Useful / Funny / Cool – may make review stick
Yelp Review Filters
9. – Original poster can remove
– Reviews against Yelp Terms of Service (TOS) may be
removed.
Examples:
• 3rd Party Reviews
• Wrong Business Reviewed (Corporate vs. Agent site)
Can Negative Reviews be Removed?
10. • Contact orginal poster
• Flag review and explain to Yelp
• Send legal cease & desist to orginal poster, but watch out
for ANTI-SLAPP laws! – You could be liable for damages!
• Send legal notice to Yelp
• Hire a professional to do it for you!
• If all above fails, Respond Publicly
How to get reviews removed
11. • Claim your Yelp Profile
• Advertise with Yelp, but only if you have at least 3.5 stars
• Ask all happy customers to leave a review
– Offering an incentive is against Yelp policy
– Once a month giveaways to one lucky reviewer
• Ask manager to handle upset clients. Offer discounts.
• Follow up calls - within a day
• Customer satisfaction surveys emailed right away
General Yelp Advice
12. • Positive reviews on Google+ will help your rankings in Google
• Don’t forget about:
– YP and other Yellow Page Sites
– City Search
– Twitter
– Facebook
– BBB
– Ripoffreport.com & other complaint sites
Google+ and other sites