COVID-19 unleashed unprecedented challenges for small and medium-sized businesses (SMBs), and Yelp reviews played a pivotal role in their fate. The pandemic not only made Yelp reviews an indicator of quality for customers but also became a nightmare for struggling SMB owners navigating new service requirements and restrictions. Shockingly, Yelp witnessed a 161% year-over-year surge in negative COVID-related user reviews (2021 Trust and Safety Report). Over 15,500 reviews were removed for violating COVID-19 content guidelines, shielding businesses from reputational harm stemming from circumstances beyond their control.
Yet, even beyond the pandemic, customer expectations for outstanding goods and services remain high. 58% of retail consumers now demand higher levels of customer service compared to last year, with 84% expecting swift and accurate resolutions to inquiries or issues (TalkDesk). About 90% of business leaders have reported an all-time high in customer expectations for 2021 (HubSpot). Although customers were once understanding of pandemic-induced challenges, their tolerance has waned, placing small business owners under pressure and exposing them to a flood of negative Yelp reviews.
So why are Yelp reviews crucial for SMBs?
The answer is simple: Online reviews are more important than ever!
A survey by Podium revealed that 93% of users make purchasing decisions based on online reviews. Most consumers refuse to engage with businesses rated below 3.3 stars. Around 90% of customers read reviews before visiting a business, and 72% take action after reading those reviews (Invesp).
The solution lies in prioritizing customer expectations and engaging with Yelp reviews to maximize satisfaction and cultivate long-term trust. Yelp users attach weight to online reviews, as 86% admit they would reconsider buying from a company with negative reviews and would instead turn to competitors. Notably, 53% of consumers expect a swift response to negative reviews. SMBs must initiate meaningful dialogues with customers, and we can guide you through the process.
Free Webinars and Workshop:
Unlocking the Power of Yelp to Grow Your Small Business
We are excited to announce a collaboration between Yelp and Universal Processing as a part of the Community Navigator Program Initiative (CNPP). The CNPP is a United States government-sponsored program that provides free resources and assistance for small businesses. We are inviting you to watch a free webinar dedicated to “Unlocking the Power of Yelp to Grow Your Small Business.”
English:
Chinese:
If you have any questions or require further information, please feel free to reach out to us at
(212) 835-2485 or cnpp@uprocessing.com.
You can also visit our website at www.uprocessing.com/community-navigator.
Kateryna Meshcheriakova
June 15, 2023