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Yelp desde el punto de vista del negocio. Conoce a Hugo García, Coordinador de comunicación de Revoltosa.



¿Cuándo empezaste a darte cuenta de que la gente encontraba tu negocio a través de Yelp?
A partir del evento de Yelp que hicimos al abrir Revoltosa. Era un local nuevo y necesitábamos darle promoción. Tenemos otros locales en Madrid, pero son más antiguos y muy conocidos por lo que a veces es difícil saber si el cliente viene porque es un habitual o porque te ha visto en algún lado.

De las Herramientas gratuitas disponibles en tu Cuenta de negocio (por ejemplo: añadir fotos, enviar mensajes privados a los Yelpers que han comentado, añadir información sobre tu empresa…), ¿cuál te parece que es la más eficaz a la hora de atraer clientes a tu negocio? Creo que lo más eficaz es dar una información completa y buenas fotos. Más que las ofertas, que interactuar con los Yelpers…

¿Tienes alguna experiencia positiva con Yelp que quieras compartir con nosotros?
Pues vuelvo al punto 1. Creo que el evento Yelp de Revoltosa fue todo un éxito. Llevábamos abiertos poco tiempo, y por tanto era el momento idóneo para dar a conocer el local. Además la convocatoria fue un éxito, desencadenó una oleada de valoraciones positivas y los días posteriores se notó mucha actividad. Son eventos que desencadenan mucha viralidad y por tanto consigues una notoriedad de marca muy notable.

¿Por qué deberían otros negocios de tu ciudad reclamar su Página de negocio en Yelp?
Sobre todo para tener el control de la información y de las fotos que aparecen, pero también para tener la capacidad de gestionar los comentarios y opiniones.

¿Has respondido alguna vez a una reseña? De ser así, ¿cómo lo has hecho, de forma privada o pública?
He respondido muy pocas reseñas, y siempre en privado. Soy partidario de intervenir lo mínimo posible en el flujo de la comunidad, y sobre todo soy partidario de nunca hacerlo en público. Para nosotros es un termómetro inmejorable para tener feedback directo del consumidor, pero siempre y cuando el usuario no perciba que estamos ahí detrás “espiándole”. Prefiero que se sienta libre de opinar para no condicionar su opinión. En todas las redes en las que estamos solo contesto las opiniones muy negativas para pedir disculpas, si considero que las requieren.

Enlace al negocio: http://www.yelp.es/biz/revoltosa-madrid. 

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