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Tag: Yelp

How Consumers Use Reviews Online

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When you’re searching online to find the perfect restaurant to try out on Friday night, the last place you’ll choose is one with zero online presence. In the information age that is exactly what people are looking for: information. They want to see photos, other customer’s opinions, and maybe even a virtual tour if you have a physical storefront. These days, 72% of consumers say that positive reviews make them trust a local business more, with 94% saying they’ll use a business if it has at least a four-star rating.

On average, a one-star increase on Yelp leads to a five to nine percent increase in revenue, with just one negative review costing you 30 customers. Reviews are the best way to hold a business accountable. Consumers look for reliability, expertise and professionalism, and if you cannot practice these they’ll let you know.

So, if negative reviews are so dangerous, why collect reviews at all? Well, a couple negative reviews are better than no reviews at all, so long as you’ve got some positive ones going on as well. When negative reviews occur, respond quickly, admit to any errors, reiterate your company’s mission and if possible and warranted, provide compensation.

When a consumer looks at or leaves reviews online, they’re looking to:

Find the best business for their needs

Build trust

Express themselves

Help other consumers

Here are some more numbers to help you understand the benefits of reviews:

92% of consumers read online reviews

68% say positive reviews make them trust a business more

Only14% of consumers will use a business with a one- or two-star rating, whereas 94% would use one with a five-star rating

80% of consumers trust reviews as much as personal recommendations

Online reviews are probably the most important tool for a modern business. You can gain them with skill by requesting them from loyal customers and publicly thanking positive reviewers while apologizing to those who had a bad experience.

A business with active reviews on websites like Google, Yelp and Foursquare will get a boost in SEO making their online presence skyrocket and produce tangible results in the form of an 18% uplift in sales.

Now more than ever, consumers want to see that business’ are run by real people, not robots. By interacting through reviews, you are showing that you care enough about your customers to take a moment out of your day to leave a personalized response to their opinion, and being able to do that is massively beneficial to any business. The last thing the 2017 consumer wants is to deal with a business that is unreachable.

Reviews impact search ranking, too. In 2014 Google updated its search engine to take into consideration the reviews from popular sites such as Yelp and TripAdvisor. So, if you’re actively getting your customers to leave reviews for your business, you’ll get more business, guaranteed. This sets off a chain reaction to in turn produce more reviews and more new customers.

Don’t be afraid to ask for reviews and interact with customers. It’s the only way your business is going to grow and survive. Give the gift of communication, and your consumers will most definitely give back!

How Online Reviews Impact Your Local SEO

More and more businesses are realizing the importance of online reviews when it comes to promoting their product or service, but did you know reviews also affect your Search Engine Optimization? SEO is just as crucial to the promotion of a business in 2017 because it means a boost in your ranking. For example, if someone is searching for a hair salon there are many options. But if you have the best SEO, they’ll find you first.

When you’re trying to beef up your SEO online reviews are critical to this process. Search engines love fresh user generated content, and customers love social proof. In fact, 90% of customers say their buying decisions are influenced by online reviews.

Search engines like Google or Bing are in the business of creating fast and accurate search results, and the input from real people in the form of reviews is a great way to do this. In a recent study by Moz it was determined that reviews make up 10% of how Google and other search engines decide to rank results.

Factors that can play into your business’ SEO include a variety of signals such as linking, keywords and categories, with reviews coming in before social media in terms of boosting your business!

Google favors high-rated sites, and in a world where customers spend 31% more on a business with good reviews, you’ll want to get a review gathering strategy in place if you don’t already have one!

A good way to do this is request that happy customers leave a review. If you’re selling online, include your request in a thank you email. At a physical store, create a flyer you can drop in a customer’s bag along with their merchandise. You can even create a landing page on your website linking to review sites for the ultimate ease of access.

Review sites that will get the results you’re looking for include:

Google My Business/

Yelp

Foursquare

Citysearch

YP.com

Try the Review Handout Generator by Whitespark and Phil Rozek if you need an easy way to create handouts for your store, then wait for the reviews to start flowing!

Asking for reviews can be a bit of a scary process, considering you can land on a customer who’s not happy with their interaction. But don’t worry—even negative reviews keep your business active from a search engine’s point of view, and as long as you respond to all negative reviews in a calm and professional manner, you’ll be just fine.

Finally, on your quest for reviews, don’t be tempted into paying for fake reviews. This is considered fraud and you could be in big financial trouble for doing it. Not to mention, it’s just better to have legitimate reviews for your business. Even if they’re criticizing you, you can learn something from unhappy customers.

No matter the size or type of business you run, online reviews are imperative to keeping it running successfully. So, go and gather reviews and see just how good the results are!

Is Asking for Yelp Reviews Hurting Your Small Business?

waffleIt’s a fair assumption to make that anyone who owns a business knows a thing or two about the importance of having a good rating on Yelp. Positive reviews from satisfied customers are enough to win over someone who has no idea where to go for breakfast, a haircut, or an oil change. It comes as no surprise then that many business owners urge happy customers to go to Yelp to share their experience. After all, the more people writing positive reviews, the higher the rating, right? This might not be the case. Yelp themselves discourages business owners from asking for reviews because asking people for reviews creates a bias. Because really, would you encourage an unhappy customer to write a review?

Whether you agree with their point or not, reviews that have been strong armed are likely to be flagged by Yelp’s recommendation software. So, here are alternative ways that you can get happy customers to write a review about your business.

Add a Review Badge

The last thing you want is to offer discounts or freebies as incentive for customers to write reviews. Not only does this run the risk of being flagged, it’s bribery. Let others know you’re on Yelp by using a review badge. Once your business page is set up, you’ll notice that you’ll have the option of adding a Review Badge to your website. This is a great way to drive traffic to your Yelp page from your website.

Choose Your Words Wisely

We’ve all been there – a waiter asks how everything was, and you respond by saying it was good, even when it wasn’t. Or a hairdresser asks if you like your new haircut, and you say yes, but it’s the worst haircut you’ve ever received. The point here is that unless someone is throwing you flowers, there is no way of knowing if someone had a pleasant experience or is just being polite. Only when someone is over the moon about your service or product should you drop a hint to leave an online review.

Share Reviews

Even if someone doesn’t write Yelp reviews, they rely on Yelpers to get a better idea about where to spend their time and money. So, throw them a bone. If you got ‘em, flaunt ‘em. Don’t be shy to share Yelp reviews on other social media platforms, like Facebook. You also have the option of posting all your reviews by changing the settings in your Yelp account. All you need to do is check the “connect to Facebook” option under the “External Services Settings.” This will prompt you to allow Yelp access to your business Facebook account. If you choose to display all your Yelp reviews on your Facebook wall, be sure that you respond to all reviews, both positive and negative. You can brush up on appropriate ways of responding to negative reviews by clicking here.

Add the Yelp Icon to Your Signature

If you are like most businesses these days, you communicate with clients via email, whether for business updates or sending out campaigns. The average person is not going to your business or enlisting your services with the end-goal of writing a Yelp review, so they might need a nudge to follow through on doing so. A small Yelp icon in your signature is like a call to action.

Provide Exceptional Service

The single best way to get positive reviews on Yelp is by providing your customers with excellent service. This might sound obvious, but it can be easy to lose sight of good old fashioned customer service when your main focus is getting a 5 star-rating on Yelp. This could cause you to be overly enthusiastic, or worse bothersome. Give your customers a delightful, stress-free experience and positive reviews will come rolling in.

 

Is Yelp Hurting Your Business?

chipsYelp is a social network that allows users to rate and review businesses. For over a decade, consumers have considered this local directory-style site a helpful source for finding new restaurants, stores, hairdressers, mechanics, and more. For some business owners, however, Yelp is anything but helpful. Many have accused Yelp for favoring businesses that have paid for advertisements and punishing those who have not.

Does Yelp Pick Favorites?

Yelp uses an algorithm to filter reviews as an effort to red flag reviews that appear to be fraudulent and to display reviews that appear to be relevant and trustworthy. According to Yelp, their software looks at a variety of signals to measure quality, readability, and legitimacy. They deny any alleged claims accusing them of  having any bias.

As far as the filtering goes, however, the algorithm seems to more lenient with negative reviews, hiding positive reviews under the not recommended section at the bottom of the page, many of which, are often from legitimate, satisfied customers. This is where small business owners grow frustrated.

You Should Be On Yelp!

If someone is searching for good, cheap tacos, they’re likely heading to Yelp. If someone is looking for a laundry delivery service, they’re heading to Yelp. If someone is curious about a new clothing boutique, they’re heading to Yelp. It isn’t hard to see – scrolling through reviews on Yelp is usually someone’s first step in the buying process.

Despite the ambiguity that surrounds Yelp’s filtering algorithm, it’s in your best interest to create a profile. If consumers aren’t going directly to the site, they are using the Yelp app, and if they aren’t using the app, they’re going there from a Google search. Yelp typically shows up on the first page of Google for searches related to the company name or service, so it is extremely helpful in building your web presence.

What About Negative Reviews?

In a perfect world, you’d only get words of praise. The fact of the matter is that you’ll get a handful of bad reviews. Where these are displayed is out of your control, but responding to them is in your control, and that is something you should do.

At LinkNow Media, we’ve pointed at the importance of responding to negative reviews  in the past, and the same points can be applied to addressing an unsatisfied customer on Yelp. Acknowledge what the customer is saying, offer a sincere apology, and find a solution to their specific problem. A negative comment is always an opportunity to show how far you will go to satisfy a customer.

That’s not all. You can incorporate them into your business operations. You know what they say: you can’t fix what you don’t know is broken. Look at Yelpers as a free improvement squad there to point out what’s working and what isn’t.

Final Thoughts

There is no denying that that Yelp reviews play a very important factor in how consumers make decisions. How Yelp’s filtering algorithm will evolve in the coming years is anyone’s guess. One thing is for certain, though – people are generally good at spotting fake and authentic reviews. The more scrutiny that is placed on Yelp’s software, the more likely people are to check out hidden reviews.

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