This session was presented at the LSA’s Localogy event in New York City on October 11, 2018.

1. Yelp LSA Localogy Presentation

2. IMAGE
AGENDA
Five Star State of Mind
How does Yelp work with Agencies?
How Agencies Can Succeed on Yelp
What Agencies are Doing to be
Successful on Yelp

3. IMAGE
Yelp’s mission:
Connecting
consumers to great
local businesses

4. IMAGE
Yelp attracts
over 100 MM
average monthly
unique visitors
Yelp Factsheet as of June 30, 2018

5. Yelp is
far-reaching on
mobile
Statista 2017

6. Content partnerships
dramatically increase
Yelp’s reach
Connected Car
Siri
Apple Maps
iMessage
Places
Voice Assistants
Messaging
Local Search Navigation
Dining
+
Karta GPS

7. 163M Reviews across
all Verticals

8. Five Star State Of Mind

9. Every business wants to achieve a great
reputation online.
Every business can, with the right
mentality.

10. When was the last time you used reviews
to make a decision?

11. Consumers use
online reviews to
make informed
decisions.
CONSUMER BEHAVIOR

13. “About 90% of global sales still
happen in physical stores, but 97%
of consumers use the internet to find
local businesses.”
- Forbes
Cappoccia, C. (April, 2018). Online Reviews Are The Best Thing That Ever Happened To Small
Businesses. Retrieved from www.Forbes.com

14. “Three in four people who use their
smartphones to search for something nearby
end up visiting a local business within a day.”
- Forbes
Cappoccia, C. (April, 2018). Online Reviews Are The Best Thing That Ever Happened To
Small Businesses. Retrieved from www.Forbes.com
“Three in four people who use their
smartphones to search for something nearby
end up visiting a local business within a day.”
- Forbes

15. “If traditional advertising is a
megaphone that enables businesses
to shout and see who’s listening,
review sites are tractor beams that
pull consumers toward local
businesses precisely when they’re
actively looking to spend money.”
- Forbes
Cappoccia, C. (April, 2018). Online Reviews Are The Best Thing That Ever Happened To Small
Businesses. Retrieved from www.Forbes.com

16. Honest question: do your clients embrace
customer feedback?

18. Almost 80% of
reviews on Yelp are
neutral to positive.
CONSUMER BEHAVIOR

19. Actively listen and join the conversation in
order to gain consumer trust and stand out.

20. Set goals for
customer service
excellence.

21. Identify trends and
themes across your
reviews.
SET GOALS FOR CUSTOMER SERVICE
EXCELLENCE
Pricing and value
Food and beverage
Service
Facilities and amenities
General experience
Pick-up and delivery

22. Respond to positive
reviews.
DEVELOP A STRATEGY FOR DEALING
WITH CUSTOMER FEEDBACK
01
Something to add
02
Nothing to add
Direct Message
or
“Thank” Button
Public Comment

23. Amplify the
positivity.
DEVELOP A STRATEGY FOR DEALING
WITH CUSTOMER FEEDBACK

24. Respond to
critical reviews.
DEVELOP A STRATEGY FOR DEALING
WITH CUSTOMER FEEDBACK
02
Inaccurate
01
Legitimate
03
Rant
Direct MessagePublic CommentPublic Comment

25. TAKE THE HIGH ROAD TAKE COMFORTT A K E A M I N U T ETAKE A MINUTE

27. Don’t interfere with
the natural flow of
reviews. Inspire
great reviews
organically.

28. INSPIRE GREAT REVIEWS ORGANICALLY
Uphold the
integrity of your
online reputation.
Don’t post reviews of your business or of competitors.
Don’t offer freebies, discounts, or payment in exchange
for reviews.
Don’t work with companies or 3rd-party vendors offering to
“fix your reviews.”
Don’t ask anyone to write reviews of your business,
including friends, family, and customers.
Don’t pressure (or pay or sue) people into altering or
removing critical reviews.

30. Claim all locations
Complete each profile including relevant categories and website
Add high quality photos to grab the attention of customers
Don’t attempt to interfere with the natural flow of reviews
Do respond to reviews authentically within 24 hours
Explore paid options to boost leads and customers
Best Practices
Checklist

31. How does Yelp Work
with Agencies?

32. This year, we launched
the Yelp Ads Certified
Partner program

33. IMAGE
Personalized Support
Dedicated Account team
Co-Selling and Proposal Building resources
Exclusive partner events and trainings

34. IMAGE
Powerful Campaign Tools &
Cost-Effective Profile
Enhancements
Centralized dashboard
Tracking capabilities, powerful analytics, and
CPC campaign customization
Campaign flexibility with month-to-month
programs & Yelp Ad promotions & discounts

35. How Agencies Can
Succeed on Yelp

36. Claiming
YACP agencies can help
initiate the claiming process
for their clients
Businesses with photos get 12x more customer leads than
businesses without photos on Yelp - it is important for your
clients to claim their Yelp pages and add photos.*
*Yelp Internal Data May 2015

37. Centralization
A centralized dashboard
allows YACP agencies to
monitor the activity and
campaigns for multiple clients
at once
10 $10,000
Client #2
223 1st Street
Client #3
3877 5th Ave
Client #1
1234 Main Street
$3,000 of $10,000of $10,000

38. Customization
Customize the Yelp Ads
program to show off what
makes your clients’ unique

39. Reporting & Insights
Input clients Yelp listings to see their opportunity
Show your clients the
opportunity that they are
missing out on

40. Education
Work with your Partner
Enablement Manager to nail
down the Yelp 101 Best practices for responding to reviews
Industry-specific collateral
Yelp Ads case studies

41. Yelp Identifies Trend
December ‘17
Trend spotting and
Seasonal insights
“Rumble Boxing”
Yelp Search Trend Data
Data tells the story
Yelp can help business
identify trends before they are
widely known and provide
seasonal insights

46. Washington, D.C.
Searches for Salad or Wraps
Searches for that led to a Chop’t lead action
Chop’t location
1 Week Average

47. Washington, D.C.
Searches for Salad or Wraps
Searches for that led to a Chop’t lead action
Chop’t location
1 Week Average

48. Do Yelp Ads
drive incremental
customers
into stores?
To find out, Yelp works with
Placed, a store-visit attribution
company, to measure the
impact of Yelp Ads on
consumers’ behavior.

49. Tools for Agencies
Self-Serve Ads
Reporting & Ads API’s
Custom Proposals
Local, Franchise, National
video case studies

50. Make Your Agency the
Next Yelp Success
Story

51. What Agencies are
Doing to Be
Successful on Yelp
Making sure that their clients’ Yelp
pages are complete with accurate
information
Enrolling their clients in flexible Yelp
Ads programs
Understanding and implementing the
Do’s and Don’ts of responding to
reviews
Working closely with their support
team at Yelp to learn about new
trainings and collateral

52. “It’s refreshing in our industry to have a
reliable vendor we can count on, especially
when there are tight deadlines. Because of
the service we have received, we have been
able to increase the work we do with our
clients through the Yelp platform
exponentially”
--Josh Wilhelm, Partner at Lighthouse Graphics

53. Learn more about how your agency can become
a Yelp Ads Certified Partner
Contact us at agencysupport@yelp.com

54. Questions???

55. Thank you.

56. Appendix

57. Let’s make sure that your
clients are putting their
best foot forward on Yelp
so our users can transact
with them