What is Yelp

Yelp is an online city guide that connects people to local businesses. Users can post and read reviews of restaurants, look for special offers, and even chat with others on Yelp. Local businesses use Yelp to connect and share information with people, and get customer feedback from the written reviews.

Who Is Using Yelp?

  • 66+ million monthly unique visitors
  • 25 million reviews written
  • 12,932,000 US monthly unique visitors
  • 60% of users are female, 40% are male
  • 10.1% are ages 18-24, 24.2% are 25-34, 20.5% are 35-44, 21.4% are 45-54 and 23.8% are 55+
  • 69% have a household income of $50K+
  •  71% have visited a quick service restaurant in the past week and
  • 65% have visited a full service restaurant in the past month

Source: Nielsen @plan 2012

Why Should I Use It?

Yelp plays a big role in customers’ decision to dine out. It helps new customers discover your business, and affirms existing customer relationships.

It provides accurate details and a description of your business.

You can track how many people view your page.

You can read customer reviews and see what you are doing right and what you should consider changing. You can also engage with reviewers by commenting on their reviews.

Yelp Is Best For:

Announcing special offers and events.

Communicating directly with customers, either by message or by commenting on their review.

How to Create an Account:

Visit https://biz.yelp.com and Yelp will walk you through the process.

Measurements and Analytics:

Yelp offers reporting on your business homepage, including number of visitors, reviews and messages.

Customer insight includes reviews and your average star rating.

Yelp Helpful Hints:

Create a listing for your restaurant, or claim one if a customer has already made one and reviews have already been posted. Regularly check your Yelp feedback.

  • To claim your restaurant’s Yelp page takes less than 5 minutes – just fill out a form and answer an automated phone call.
  • Be sure to fill out your information completely – many customers rely on the information on Yelp for directions to your restaurant and how to fi nd your website and menu.

Expect that bad reviews will happen. Don’t lash out – instead, respond and gather feedback to make the experience better. Customers do change bad reviews, and appreciate good customer service in response to a bad review. To engage with a customer following a bad review, use Yelp’s private reply feature to avoid making your conversation public. Work with the reviewer to understand and fix their concerns.

Yelp Glossary:

Search: Quickly find everything from restaurants to retail. Looking for a quick bite near downtown Chicago? Just type “Food” near “North Michigan Ave” and see all your options.

Average Star Rating: Your restaurant’s star rating (out of fi ve) is based on the reviews you receive on Yelp.

Contact Information: Many customers use Yelp for finding contact information quickly. Make sure your phone number, address and website are all correct. Location: Yelp will pinpoint your location on a map to make it easy for customers to find your business.

Yelp Deals: Yelp is a great platform to offer special deals and promotions.

Review: Yelpers can add an explanation of their star rating, including what aspects of their experience were satisfactory and what parts were not.

 Yelpers: People who are members

Source: ConAgra Foodservice

January 2013