reputation management for restaurants
TRANSCRIPT
Reputation ManagementBeyond Word of Mouth
Meet Today’s Presenters
Chat us using the Q+A panel to your right
Questions?
Kam Desai
The Reputation Expert
Founder, MomentSnapKam Desai is an entrepreneur and former founder and head of products at
newBrandAnalytics (now Sprinklr), a reputation management and social analytics firm serving over 150k restaurant, hotel, and retail locations.
His latest venture is MomentSnap which was inspired by witnessing how difficult it is to make store-level operational changes with a constantly
changing hourly workforce. MomentSnap allows businesses to better focus, train, and retain their frontline employees.
Matt Sheldon
The Restaurant Guru
Senior Account Manager
Matt joined the Swipely Sales Team in 2013 to help grow its restaurant client base. Today, he helps thousands of Swipely clients understand how to turn data into
actionable insights in his role as an Account Manager.
Chad Troutman
The Demand Generator
Senior Manager, Demand GenerationChad joined the Swipely marketing team in 2014 to help increase brand awareness
and demand. He oversees the company’s marketing efforts for its customer engagement solutions and audience development strategies. Chad specializes in
small to mid-sized restaurant group marketing , with an emphasis on demand generation and analytics.
Why We’re Talking About ReputationWhat You Don’t Know Can Hurt You
YOUR GUESTS: More than half of your guests will check online reviews before deciding to dine with you.
REVENUE: And they’re willing to pay more for a meal if a good reputation is associated with your restaurant.
Restaurant Reputation
65% of consumers have reviewed or recommended a local business using the Internet, including Facebook, Google, and Yelp. 34% did so
via word of mouth.
Guests are willing to pay more for a restaurant that has higher ratings and good reviews. 94% will only
consider using a business with a 4 star rating.
Star rating is the #1 factor used by consumers to judge a business.
By The Numbers
1 star is worth a lot
For a restaurant with $1 million in annual revenue, a one-star increase in reviews can lead to up to a $90,000 increase in sales.
WHAT DOES “REPUTATION” MEAN FOR RESTAURANTS
TODAY?
COMPONENTS OF A GOOD REPUTATION STRATEGY
Be where your guests are
Excellent customer experiences
Be Where Your Guests Are
Your website, review sites, social media profiles and directory listings are all places where you
can control reputation.
Restauranteur Top 3: Google, Yelp, OpenTable
These listings are sources of guest discovery, reviews and feedback.
Create Excellent Customer Experiences.
Then, people talk about their experience. On the Internet, “talking” is liking, sharing, commenting, and writing
reviews.
The Elephant In The Restaurant: Yelp
Why Do Restaurants Hate Yelp?
Of Yelp users, 98% made purchases from reviews they found on Yelp.
A one-star increase in a restaurant’s Yelp rating leads to a 5-9% increase in sales.
Yelp gets 50 million visits per month.
Love Yelp Today
STEP 1: Claim your Yelp Listing
… your guests already do
STEP 2: Update your restaurant information and add your menu.
STEP 3: Engage with your guests online and off.
