Little Known Facts About Yelp Reviews You Need to Know
As you dive further into reputation management and tracking the reviews people leave for your business, you may start to wonder about the ins and outs of sites like Yelp and how they function and grow with their ever-expanding usership. There are some interesting things you may be surprised to learn about what is arguably the largest review site.
You Can Ask Your Customers for Reviews
It’s become seemingly lore that you can’t ask your customers to review you on Yelp, but the truth is that while Yelp tends to discourage it, it’s not part of the site’s terms of service. What you can’t do, however, is incentivize the process—no offering coupons to those guests who do submit reviews—or offer any compensation for removing a review.
Restaurants Aren’t Their Biggest Category
Despite the site’s reputation as a place to find out the hottest and best restaurants in any given area, restaurants aren’t actually their biggest category. Instead, the biggest category is shopping, but the reason that restaurants see so many more reviews is due simply to customer volume. In other words, dentists see fewer people a day than restaurants do, so it’s only natural that the hospitality category gets more reviews.
If You Don’t Want to Outright Ask, There Are Other Ways to Encourage Reviews
Even though it’s allowed, if you don’t want to ask your customers to review your business, there are ways to encourage them to do it. Yelp has free signage available that you can place in your windows, and you can also put the logo in your email signature or on your business card, perhaps with a URL or link to your business on Yelp. This lets people know that you’re on there and subconsciously reminds them that they can review their experience.
Customer Service is Key
Above anything else noted in reviews, customer service is the biggest tipping point when it comes to how well your business is viewed. Yelp’s research found in 2012 that a reviewer who found customer service to be favorable was five times more likely to give a five-star review than a one-star review. Similarly, about 70 percent of people who had problems with the business’ customer service ended up leaving a one-star review. If you’re looking for a way to boost your reputation and favor, ramping up your customer service skills is the easiest way to do so.
People Leave More Positive Than Negative Reviews
Luckily, people are more likely to leave a review that’s positive than one that’s negative. As of 2013, about 66 percent of all reviews were either 5- or 4-star reviews. That means it’s absolutely essential to provide a good service or product as well as great customer service, because your customers are much more likely to leave a review if they have an exceptional experience, rather than a mundane one.
People Who Search Yelp Are Ready to Make a Purchase
Your reviews matter, which is why you should be utilizing reputation management tools to follow what people are saying about your business. Studies have shown that 35 percent of Yelp users who search a business and read reviews about it will then visit that business within 24 hours.
Yelp is Fully Mobile and Growing Quickly
Unlike some social networks which have come and gone, Yelp has really sunken its teeth into the landscape of online reviewing opportunities. As of late 2013, 25 percent of all reviews left on Yelp were written on a mobile device. Mobile posting was not introduced until midway through 2013, so the fact that over a quarter of the reviews are now submitted from mobile devices should not be discounted.
Bad Reviews Aren’t a Kiss of Death
If you get a less-than-stellar review every now and then, there’s no reason to panic. Interestingly, customers actually think more highly of your business if there are some bad reviews included in your list. In fact, 68 percent of consumers trust reviews more when they see both good and bad ones—the balance makes the reviews more believable, since we all know that there’s no such thing as pleasing everyone.
Review Monitoring Solutions from Clickx
With Clickx software, you’ll not only be able to monitor and respond to your reviews, you’ll also enjoy receiving more reviews overall. This tool directs your customers to a customized site that encourages your customers to leave reviews, and you’ll have the ability to filter reviews to ensure your viewers get the right impression of your business.
Check out these examples of how our review monitoring tool works, and start enjoying taking control of your reputation today with Clickx. Get a free trial today!