Learn how to manage your reputation on Yelp. Tips on how to remove negative reviews on Yelp and how to increase your positive reviews.

1. Yelp Reputation Management
By Pierre Zarokian

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

6. Yelp Review Breakdown

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