//
archives

Ralph Paglia

Ralph Paglia; President of ADM Consulting, LLC former Vice President - Digital at Tier10 Marketing. Director - Digital Marketing at ADP Dealer Services from 2007 through end of 2010 where he was responsible for industry vertical thought leadership and solution creation while establishing new ADP digital marketing solutions. For many years, Ralph has created automotive marketing business models that support business revenue growth and generate shareholder value, while building a network of relationships and partnerships resulting in alliances that support revenue growth.
Ralph Paglia has written 40 posts for Automotive Reputation Management for Car Dealers

Nissan Dealer Uses Facebook To Drive Customer Reviews and Feedback

Albuquerque Car Buyers Use Facebook As A Tool For Dealership Reviews!

Albuquerque car buyers can now use Facebook as a tool to read Reviews about Melloy Nissan, and other car dealerships!  When car buyers log on to Facebook they can now search “Melloy Nissan Customers” from there they will land on a Facebook page dedicated to the customers of Melloy Nissan.  The image below shows where our dealership reviews can be found, and links to our review page on Facebook!

Melloy_Nissan_Customers_Facebook.001

On top of the Our Facebook page they will be able to click a link and find out instantly what all our Customers have been saying!

I believe Dealer Rater is the top review site in the nation for learning about your car dealer!  Many dealerships email customers links to Dealer Rater so customers may write reviews!  Melloy Nissan uses many different review sites to gain insight on what we are doing great, and also what we need to improve on!  Dealer Rater has Almost 90 percent of the reviews written about Melloy Nissan!  Please feel free to check out our Facebook Page Melloy Nissan Customers http://on.fb.me/1dhmGyM to get a real time story of what our customers have been saying!  This Facebook page is also great because it has pictures of our most recent customers and their kind words about our sales staff and Melloy Nissan!

These days the world and culture of car buying has been changing!  Many internet buyers use sites like Dealer Rater to make that final decision on what dealership they will buy their new vehicle from!  With this in Mind Melloy Nissan, has chosen to make our reviews readily available to our customers!  This website that you landed on is a Melloy Nissan page dedicated to our customers and review sites!  Feel free to check this page out and write a review about our dealership!  I would love your feedback!

-Robert Melloy

View our New Nissan inventory at:  http://bit.ly/1iZDz9C

ia Albuquerque Car Buyers Use Facebook As A Tool For Dealership Reviews!.

Chris Saracenos ADM Page – Automotive Digital Marketing Professional Community ADM

Automotive Marketing Professional

Chris Saraceno

Vice President/Partner
Kelly Automotive Group
Allentown, PA

Chris Saracenos ADM Page – Automotive Digital Marketing Professional Community ADM.

ADM Profile Information

Chris Saraceno
  • Male
  • Allentown, PA
  • United States
  • Kelly Automotive

Send a Message
Enter Name of Your Dealership, Business or Employer:

Kelly Automotive
Auto Industry Business Segment or Affiliation:
Car Dealer
If a Dealer, OEM, Agency or Dealership Associate, please select the brands that you are affiliated with:
-Buick…, -Chrysler…, -Dodge…, -Ford…, -GMC…, -Jeep…, -Mitsubishi…, -Nissan…, -Saturn…, -Used Cars…, -Used Trucks…
OPTIONAL: Email for ADM Members to contact you (to avoid spambots, this will NOT be a live link):
cbskmc@aol.com
REQUIRED: Email Address visible ONLY to ADM Administrators (will NOT be visible in your ADM Profile):
cbskmc@aol.com
REQUIRED: Your Business Phone Number:
321-960-6133
Your Mobile Phone Number:
321-960-6133
REQUIRED: Primary URL for YOUR Business, Professional or Blog Website (example = http://www.ADPdigitaladvertising.com)
http://www.kellycar.com
Describe YOUR Value Proposition… Why…

View original post 174 more words

Reputation Management: What Do You Expect From Your Service Provider?

What Does Your Dealership Expect From Your Reputation Management Service Provider?

Ryan Kenny, Automotive Reputation Management Specialist by Ryan Kenny, Automotive Reputation Management Specialist

Excellent Good Bad Dealership ReviewsThere is a common misconception about the field of Reputation Management and companies that offer this product or solution.

Many business owners mistakenly believe that hiring a Reputation vendor will erase months, in some cases even years worth of unflattering reviews from 3rd party review sites without much in-store effort.

The truth is, anyone who tells you they can remove negative reviews and flood your 3rd party listings with 5 star reviews is either lying or potentially committing illegal and deceptive acts, which will eventually come back to haunt your business. Great reviews must be earned through implementing customer-centric business practices and training your staff on the importance of providing excellent service.

Many dealers find themselves unprepared when they discover they have negative reviews online and seek out the help of people, like me, to come in and “fix” their online reputation.

As a Reputation Management Specialist, the hardest part of my job is helping dealerships understand that removing negative reviews (if I had the ability to do so) does not solve the underlying issue that’s causing the negative reputation in the first place. 

Your dealership’s reputation and online perception is a product of your company’s culture and the business processes you currently subscribe to. While it’s true that not every review accurately represents the true circumstances that took place, your overall online reputation usually reflects how your store is performing, at least in the eyes of your customers.

Many reviewers go to great lengths to write long, detailed accounts of their experience at your dealership with their emotions and expletives firing in every direction. Instinctively, we become defensive and want to fire back. Part of my job is to help illustrate some of the valid points made by customers, especially if there are recurring complaints clearly not being addressed in store. The same way that our bodies use pain to tell us something is wrong, online reviews should be used to tell you something isn’t right at your dealership.

It’s important to recognize that the customer took valuable time out of their day to provide you with feedback so that you can improve your business.

Some dealers opt to use a Reputation Management vendor to deal with their online reviews so they can ignore the problem and go back to focusing on selling more cars. Reputation Management is not a turn-key Band Aid that will magically turn your store into a 5 Star dealership. Make no mistake, my company and countless others are more than happy to provide you with ongoing consultation, review monitoring and response coaching.

Yelp Dealership ReviewsBut contrary to popular belief, I don’t have a bat signal or top secret phone line to Yelp and Google to remove those pesky negative reviews on your behalf and neither does anyone else.

 “RepMan” providers truly are excellent tools for assisting in reactive reputation management.

 Anyone who genuinely wants to manage their reputation effectively while being able to take on the daily tasks of selling and servicing cars should utilize a reputation management service provider. But remember they are tools. Without the entire dealership fully engaged on a DAILY basis, your results will remain disappointing. It takes time, effort and determination on your part.

Albert Einstein Definition of InsanityMany dealerships do the same thing over and over again and expect different results when it comes to how they react and treat customer reviews.

Most consumers do not believe that it should take three hours to perform a basic oil/filter service.

If it does at your dealership, don’t be surprised when customers consistently gripe about it. Recurring complaints like these should be a signal that there are bottlenecks that need to be addressed. Sticking your head in the sand and ignoring the voice of your customers will only earn you more bad reviews. Those who are serious about earning a solid online reputation should take full ownership of it, get their entire staff bought in, and use a Reputation Management vendor as a supplemental tool to take your online reputation to the next level. Your store’s reputation starts with you!

Featured eBook: ADM Members Download at No Charge

Automotive Reputation Management eBookThe Street Smart Guide to Automotive Reputation Management

Learn more reputation management myths and insights, as well as some compelling data on the proven impact of reviews in the car-buying process.

Download RepMan eBook

About the Author
Ryan Kenny, Automotive Reputation Management Specialist Ryan Kenny joined Cobalt in the summer of 2012 as a Reputation Management Specialist, bringing with him 15 years of Auto Industry experience working in various capacities at dealerships and automotive vendors. Ryan’s background is utilized on a daily basis as he works to improve the online reputations of his many dealer clients. Ryan holds degrees in both Business Administration and Automotive Marketing. You can reach Ryan at kennyr@cobalt.com..

via Automotive Digital Marketing Professional Community.

Ralph Paglia shared an Instagram photo with you

Hi there,

Ralph Paglia just shared an Instagram photo with you:

cf997c0a1caf11e392c922000a1fb771_7.jpg
view full image

“Gotta drag my bag using a luggage strap cuz pull up handle won’t release… 3,000 miles to go! #TravelLikeRalph”
(taken at Starbucks)

Thanks,
The Instagram Team

What’s Your Return On Relationship (ROR)?

What’s Your ROR?

In almost every aspect of your dealership, you calculate ROI. Whether you’re looking at your ad spend, calculating labor costs or analyzing your digital marketing, the first, and last, thing you think about is ROI. How is my spending this money going to help me make more money? At times, we choose unwisely and discover that after the fact. Steps are then taken to rectify and adjust that money. However, ROI isn’t the only thing you should be considering.

Since as early as 2009, Ted Rubin has been using a concept called ROR: Return on Relationship™.

Return on Relationship™ (ROR), simply put, is the value that is accrued by a person or brand due to nurturing a relationship, whereas ROI is simple dollars and cents. ROR is the value (both perceived and real) that will accrue over time through loyalty, recommendations and sharing, and is used to define and educate companies, brands, and people about the importance of creating authentic connection, interaction, and engagement.”

According to Mashable, based on a study by Forrester Research, “70% of consumers trust brand recommendations from friends, but only 10% trust advertising…” Engaging your customers and connecting with them on an emotional level through genuine interaction will, over time, generate loyalty. A referral can bring a sale and also give you the opportunity to generate a loyal customer.

Building ROR isn’t always easy and certainly isn’t quick. Unfortunately, there’s an inherent distrust that exists between consumers and car dealers. As I wrote in a previous blog, being different makes a difference. You have to prove yourself to the customer over time and be consistent in your actions. Not only do you have to prove yourself to your current customers – whether that’s in your service drive or the customer sitting in front of you buying a car – but you also have to prove yourself to potential customers. These are the customers that are browsing the Internet reading review sites.  By being responsive to customer complaints and concerns, and doing so publicly on these sites, you will show these potential customers that you care and be one step closer to earning their business before you even knew there was business to earn.

Here are a few things you can start doing to build ROR in your dealership.

  1. Be genuine – People can tell whether you are being patronizing or are genuinely sympathetic to their needs, wants or concerns. Pay attention to what a customer is telling you and respond in a genuine manner. Do whatever it takes to satisfy the customer no matter how difficult they may be to deal with.
  2. Recognize Your Customers – This actually covers two types of recognition. The first being that you make an effort to get to know them. There’s nothing that impresses consumers more than walking into any business they frequent and being greeted by name. This simple thing instills a feeling of gratitude and makes a customer feel important. The second is the recognition that involves giving back to them to thank them for their business. This can be accomplished through special offers for frequent customers or through loyalty programs. There’s no better way to thank your customer for their business than by rewarding them.
  3. Empower Your Employees – You can’t be everywhere at the same time. I’ve written about this before and shown how the most successful companies allow their employees to be problem solvers when an issue with a customer arises. Trust your employees to resolve the problem immediately rather than making them jump through hoops. Someone I know shared that in their dealership, nobody answers the phone with the standard “Hi, thank you for calling X dealership, this is Bob, How can I help you?” but rather they altered their greeting to say “Hi, thank you for calling X dealership, I can help you.” This simple transformation of a word track lets the customer know that they aren’t going to be transferred a million times to get their problem solved. The employee who answers that call is tasked with staying with the customer until either their problem is solved or they are connected with the appropriate person.

Building loyal customers is not unlike building a house. You need the right materials and a strong foundation. By doing it properly, you can weather any storm that comes your way.

via Automotive Digital Marketing Professional Community.

Ralph Paglia shared an Instagram photo with you

Hi there,

Ralph Paglia just shared an Instagram photo with you:

c538ac2a19d211e391bd22000a1fbf1d_7.jpg
view full image

“Very interesting “Hertz Penske Mustang GT” spotted at Dulles Airport Hertz facility… Future collectible? #Ford #Mustang #Hertz”
(taken at Hertz Rental Car)

Thanks,
The Instagram Team

Ralph Paglia shared an Instagram photo with you

Hi there,

Ralph Paglia just shared an Instagram photo with you:

3846049e18c811e3bd9722000ae80ebd_7.jpg
view full image

“#TravelLikeRalph After 43 days away, back in circulation feeling lean, clean, mean and ready to rumble! ”
(taken at Automotive Media Partners, LLC)

Thanks,
The Instagram Team

Ralph Paglia shared an Instagram photo with you

Hi there,

Ralph Paglia just shared an Instagram photo with you:

9e51264216a211e3b03722000a1fc75a_7.jpg
view full image

“To all my friends attending #AutoCon2013 – Please be sure to stop by and say hello to Danny Alkassmi at the ODO Club booth. Danny and I started selling cars together in January 1981 and he is my car guy brother. He has a fascinatingly effective customer retention and loyalty management system that most dealers will appreciate learning about. http://ODOclub.com
(taken at AutoCon – AutoConnections Conference)

Thanks,
The Instagram Team

Ralph Paglia shared an Instagram photo with you

Hi there,

Ralph Paglia just shared an Instagram photo with you:

558cbb64164411e3803822000ae90265_7.jpg
view full image

“Hanging with several of the Auto Industry’s greatest women and leaders at Lift (Aria). Joni, Jennifer and Christy are inspirational! #autocon2013 ”
(taken at ARIA Resort & Casino)

Thanks,
The Instagram Team

Ralph Paglia shared an Instagram photo with you

Hi there,

Ralph Paglia just shared an Instagram photo with you:

63321f12164311e3b3cf22000aeb3e5c_7.jpg
view full image

“Dinner with friends from ABQ at Cosmopolitan in #LasVegas – #AutoCon2013”
(taken at The Cosmopolitan of Las Vegas)

Thanks,
The Instagram Team

Ralph Paglia

Ralph Paglia

Blog Pages

Ralph Paglia


Click on Ralph Paglia's Gravatar to visit his profile page.

Enter your email address to subscribe to this blog and receive notifications of new posts by email.

Join 4,417 other followers

Del.icio.us

Blog Post Calendar

December 2017
S M T W T F S
« Feb    
 12
3456789
10111213141516
17181920212223
24252627282930
31