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Managing Customer Feedback [Video]

Yelp’s growing audiences—businesses listed on the site and consumers (also known as Yelpers)—have quickly become more mobile-focused and look to this online tool for guidance when selecting a restaurant. And now, because of the modern consumer’s likelihood to instantly post reviews online via their mobile device, ensuring customers leave happy has become more crucial.

Darnell Holloway, Yelp’s Manager of Local Business Outreach, explained, “To put it in perspective, in January of this year, we hit a new milestone with 100 million unique visitors… another 10 million using [the] mobile app.”

Yelp for Business Owners has been designed with tools and features that give business owners the opportunity to easily add content to their page, view page traffic, add photos and respond to reviews. With the ability for consumers to instantly provide feedback on their restaurant experience, it’s important to have the ability and knowledge to properly (and instantly) react to customer praise or concerns.

“It’s important, especially for folks in the restaurant industry, to pay attention to those conversations and, of course, respond to those reviews,” said Holloway. He emphasized the importance of taking some time to thank consumers who left positive comments, but in regard to negative reviews, he said “being diplomatic is the best strategy.”

Watch the full interview with GeekBeat TV.

Click here for more information on the new LRS customer satisfaction tool — LRS Survey.



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