The Right Way to Handle Reviews in 2019 According to Yelp

The Right Way to Handle Reviews in 2019 According to Yelp

John Carroll, Senior Manager of Business Outreach at Yelp, discusses the importance of responding to online reviews and why you should never underestimate the value of good customer service.

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Full Episode Details

Respond to Customer Reviews! The Right Way to Handle Reviews in 2019 According to Yelp

Did you know that reviews that mention good customer service are 15 times more likely to be a 5-star review than a 1-star review? The problem is that so many businesses are focused on perfecting their product and ‘brand identity’ that customer service is often put on the back burner.

John Carroll, Sr. Manager of Business Outreach at Yelp, believes that you shouldn’t have a different customer service strategy for each channel. Instead, you need to adopt a global customer service strategy that’s consistent across all of the channels. So, if you respond promptly in person, you should respond promptly online.

What your customers say about you online is important and if you want to keep negative reviews at bay, you’ve got to improve your customer service. Of course, you can’t always prevent customers from blasting negative feedback. But, there is a way to turn your most critical review into a positive insight. You’ll just need to tune in to our discussion with John Carroll to find out how…

In This Episode:

  • 02:10 – Interesting statistics about how people leave reviews based on customer service and the speed of service
  • 06:58 – Why it’s so important for brands to respond to reviews
  • 14:13 – How brands have listened to Yelp reviews and turned things around
  • 20:32 – John predicts the future of Yelp reviews concerning 5G, GPS and mobile
  • 24:05 – Tips to help businesses get more reviews on Yelp
  • 30:22 – How Yelp leverages social for customer service

Quotes From This Episode:

“A review mentioning good customer service is 15 times more likely to be a 5-star review than a 1-star review.” – John Carroll

Great customer service is more important than great taste. Click To Tweet

“There’s not a category on Yelp that is not positively impacted by faster customer service.” – John Carroll

 

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