robzaleski1
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@macallado It just got even more important too. With Apple's iOS6 update coming, they're getting rid of Google maps and replacing it with Apple maps. Yelp once again will be the go-to for place recommendations in the map view, and Siri will be available on the iPad 3. This coupled with Google's integration of Places into Google+ Local means that businesses absolutely cannot ignore the fact that they have to monitor their online presence.
As someone who responds to online reviews for a living, I can tell you that hyperbole is king in customer reviews. The flavor of a dish being slightly disagreeable becomes "the worst thing I've ever eaten." I actually had one person complain because only 1 of the 3 employees working greeted her. The funniest part is that people almost assume the role of professional critic, with no training and without a refined palate/eye/point of view. It's funny when you can look at it objectively. It will have you pulling your hair out when you fee like these critiques are directed at you and your work.
Although Yelp's tactics may be called into question, something that there's no question about is that they still can influence customer decision making. Something about an easily identifiable star rating can still decidedly sway people's likelihood to visit a business. Although attention should definitely be spread to Google Places and foursquare, there is no doubt that business owners (much to their chagrin) should still pay attention to what's happening on their Yelp profile. Make it less about fighting Yelp and more about focusing on your customers' experiences, and you can still come out on top.