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Yelp Reputation Management
By Pierre Zarokian
• 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
• “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
• 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
Goal
• Improve the In-Store Experience
• Increase Positive Reviews
• Decrease Negative Reviews
Yelp Action Plan
Yelp Review Breakdown
• Review Filters
• How to get reviews
removed
• General Yelp Advice
How Yelp Works
• 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
– 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?
• 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
• 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
• 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
• Linkedin: linkedin.com/in/submitexpress
• Websites:
www.submitexpress.com
www.reputationfighters.com
www.iclimber.com
www.yelp.com/faq
• Phone: 818-567- 3030 x202
Contact Info

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Yelp Reputation Management - Tips on Removing Negative Reviews and Increasing Positive Reviews

  • 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
  • 13. • Linkedin: linkedin.com/in/submitexpress • Websites: www.submitexpress.com www.reputationfighters.com www.iclimber.com www.yelp.com/faq • Phone: 818-567- 3030 x202 Contact Info