Good Reviews & How to

Get ‘Em: Mastering

directories, social media &

more05/12/15

Today’s Panel

Shashi Bellamkonda - Chief Marketing Officer

Surefire Social

(Moderator)

@shashib

Tara Lewis - Regional Marketing Director

Yelp @TheTaraLewis

Chelsea Welsh - Corporate Marketing Manager

Southeastern Metals, DOT Metals @ChelseaView

Kami Huyse - CEO

Zoetica @kamichat

#SurefireSocial

@SurefireSocial

@shashib

@TheTaraLewis

@ChelseaView

@kamichat

Join the Conversation

Question!

Do you

currently

monitor your

online reviews?

Tara Lewis

Regional Marketing Director

Yelp@TheTaraLewis

Yelp for Business Owners“Good Reviews and How To Get ‘Em”

Why Yelp Exists:

Yelp: The Leading Local Guide for Real Word-of-Mouth

The Yelp App

72,000,000

523,000

65%

374,000

Who Uses Yelp? Relatively Affluent, Educated Adults

Claim Your Business Listing

www.biz.yelp.com

Free Tools, User Views & Customer Leads

Optimize Your Listing

Add Photos

Add Basic Business

Information

Describe Your

Business

&

Recommend Like-

Minded

Businesses

Create a Yelp Deal

&

Gift Certificate

Add your

website &

receive

messages

from potential

customers

Connect with Customers & Join the Conversation

Send Private Message

Post Public

Comment

MYTH: Most Yelp Reviews are Negative

FACT: 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 14%

2 Stars 8%

3 Stars 11%

4 Stars 25%

5 Stars 42%

Respond to Yelpers on the go? There’s an app for that.

biz.yelp.com/support/mobile

When Responding to Reviews, Keep In Mind…

Your reviewers are your paying customers

Your reviewers are human beings with (sometimes

unpredictable) feelings and sensitivities

Your reviewers are vocal and opinionated (otherwise they

would not be writing reviews!)

Craft Responses You Can Be Proud Of…

Say ‘Thank You’, State Your Policy and Respond Promptly

1 Star Review

on 8/5/12

Review Update:

3 Stars

Public Comment

from

Business Owner

Look for trends that can improve your business

Today’s Panel

Chelsea Welsh

Corporate Marketing Manager

Southeastern Metals, DOT

Metals

@ChelseaView

Chelsea Welsh

For the past year I have been teaching Social and Digital

Media classes to contractors around the country. There

has been some interesting questions and feedback that I

have received from these classes…

Here are some questions I hear pretty often..

1. Why are reviews important?

2. How do I handle negative reviews?

3. How do I handle negative reviews that are coming

from my competitors?

All of these are relevant questions….

Chelsea Welsh

Handling negative online reviews properly is critical….

Never respond to one of these reviewers with anger or with

name calling. This will harm the brand more than it will help it.

Instead, negative reviewers should be referred to with tact.

Stay positive, never respond when your frustrated or angry

Have a game plan in place that you follow

Follow these three simple steps:

1.Assess

2.Evaluate

3.Respond

D.S. Berenson has a great matrix to help with this, reach out to him for details.

Chelsea Welsh

• Do not ignore the negative reviews, be quick to respond

and handle the issue immediately.

• Turn that negative review around into something positive for

that customer

• Try your best to drive the situation offline; customers want

to see that you are willing to provide a solution.

Example response: I apologize that you had a less than

perfect experience with our company. Please feel free to

contact me at XXX-XXX-XXXX and I will review your concern

and we can discuss a solution.

Chelsea Welsh

Obtaining video

testimonials/reviews

There are several tools out there to

help you obtain video testimonials.

I often use TOUT to acquire these

online reviews.

You can easily obtain a video

testimonial, edit it, and post it to

Facebook, Twitter, LinkedIn, Email

or SMS, with just a few clicks.

Chelsea Welsh

Today’s Panel

Kami Huyse

CEO

Zoetica@kamichat

Kami Huyse

Tip 1: Be a Giver, Not a Taker

Kami Huyse

Tip 2: Master the Lagniappe

Kami Huyse

Tip 3: Ask for Feedback

Question!

Have you ever gotten a new

customer directly from a good

review?

Let’s Chat!

Discussion

How can you safeguard your

business from receiving a bad

review?

Discussion

What are the best practices for

responding to a negative

review?

Discussion

What can I do to get

more reviews?

Final Questions?

GeoJuice

GeoJuice can help you get more reviews in just 5

simple steps.

Parting Ways

Would you like us to contact you with more info on

GeoJuice or anything else covered during this

webinar?

/SurefireSocial @surefiresocial Surefiresocial.com