Reputation Management

This category contains 19 posts

Transparency is Not a Dirty Word – Automotive Marketing

Transparency is Not a Dirty Word

Jim Radogna writes: “Let’s face it; consumers have access to much more information, and choices, than they ever did. You can hate the internet and all its information. You can hate the idea of “transparency”. You can hate all the regulations that dealers have to contend with. You can hate the consumer advocates. You can hate the media and all of its anti-dealer sensationalism. But guess what? None of it is going away. The “But We’ve Always Done It This Way” mentality just doesn’t hold water anymore.” Use the link provided to read Jim’s insightful article and leave him a comment…

via Automotive Digital Marketing Professional Community.

Richard Bustillo on Reputation Management – Automotive Management Minute Video

Richard Bustillo on Reputation Management – Automotive Management Minute Video

Richard Bustillo’s perspective on managing customer reviews from a social media based reputation management perspective is refreshing because of his focus on the customer and achieving genuine satisfaction… Using dealership reviews and ratings as a means of identifying an opportunity to resolve a customer’s issue, thus creating a raving fan.  Use the link provided to watch this “Automotive Management Minute” video with Richard Bustillo and leave a comment for Richard on the ADM page where this video is posted…

via Videos – Automotive Digital Marketing Professional Community.

How Does Google Identify Fake Online Reviews? – Automotive Digital Marketing Professional Community

How Does Google Identify Fake Online Reviews?

The implementation of “Review Filters” is inevitable by all major review publishers, including Google Places… During a phone call I was on with a Google employee, he made it very clear that Google is indeed looking at a variety of algorithmic approaches to preventing the display of fake reviews and reviews whose collection tactics do not meet with what Google considers sound business practices.   Alternately, the success of Yelp both as a review site and a community has been considerably assisted by their complex filtering algorithms.  As the business of Gonsumer Generated Content (CGC) continues to evolve, there will be many variations on the automated filtering of reviews.  Some will be as simplistic as DealerRater’s blocking of dealership IP sourced review postings, and others will be far more complex, such as Yelp’s sophisticated review rating algorithms and review poster scoring models.  Ultimately, I believe that a broad based review posting strategy, including an in-dealership review collection strategy using a portal OWNED by the dealership, such as BusinessRater.com or PrestoReviews.com along with an off-site review collection strategy powered by a site such as LouFuszReviews.com will be the optimized approach.

Use the link provided to read Brian Pasch’s article and download the Research Report in PDF file format…

via Automotive Digital Marketing Professional Community.

How Tracy Myers Handled His PR Nightmare

How Tracy Myers Handled His PR Nightmare

This is an excellent example of how to optimize the use of Social Media in handling an impending Public Relations crisis by a car dealer… I have admired Tracy Myers for years as one of the most creative and innovative car dealers in America. The issue his dealership was singled out for could have easily been ANY DEALER IN THE COUNTRY… Tracy just happened to win the FTC “Gotcha” Lottery.� His proactive and fully transparent communications and activities will turn this PR nightmare into a story with a happy ending.� Like most challenges, Tracy approached this one as an opportunity to set himself and his team apart as the kind of business people want to do business with.� You go Tracy… You have been and continue to be one of my dealer heroes!

Source:  Automotive Digital Marketing Professional Community.

The Closed Feedback Loop: Putting The Negative Fires Out

The Closed Feedback Loop: Putting The Negative Fires Out

David Johnson’s video presents several great recommendations on how to turn social media heat into positive customer engagement… Something that many GM’s and GSM’s do on a daily basis in the offline world!

via Automotive Digital Marketing Professional Community.

Yelp Reputation Management for Car Dealers; What Are Filtered Reviews?

Yelp Reputation Management for Car Dealers; What Are Filtered Reviews?

In my opinion, which is based on having seen this situation on several occasions, the most prudent approach is NOT to slam Yelp for this Filtered Review system they have in place, nor is it wise to ignore the way Yelp functions in regards to their handling of dealership reviews… The right thing for dealers, including my friends at World Hyundai and other dealerships with their best reviews getting moved into the Yelp Filtered Reviews section, is to understand how the Yelp systems operate and manage the process for encouraging customers to post their reviews on Yelp.

via Automotive Digital Marketing Professional Community.

Yelp Enhanced Profile; Apple’s Siri Changes the Value Proposition for Car Dealers Seeking Reputation Management

Yelp Enhanced Profile; Apple’s Siri Changes the Value Proposition for Car Dealers Seeking Reputation Management

There are many reasons I like the Yelp Enhanced Profile for dealers, not the least of which is that it gives dealers an enhanced ability to monitor and respond to all reviews, both positive and negative.  Also, it has been my experience that Yelpers respond much more positively and seek to do business with dealers who respond appropriately to critical or less than perfect reviews.  However, by the same token, dealers who respond with arrogance or a bad attitude towards criticism will suffer greatly in lost business.  Yelp should be handled with great care, but the rewards are right up there with any of the other review sites when handled properly by the dealer.

Automotive Reputation Management for Car Dealers

Welcome to Automotive Reputation Management for Car Dealers on WordPress.com.  This blog is for your benefit in understanding the strategies and tactics that create an effective Reputation Management program for car dealers.

Car Dealership Review and Rating Sites

Here are my Top Ten favorite dealership review and rating sites listed in order of what I personally consider to be their desirability to have positive dealer reviews on them… In other words, if I had 100 positive reviews for my dealership and wanted to have ten of them posted to ten dealership review and rating sites, these are the ten sites i would choose:

1. Google Places

2. Yelp

3. DealerRater

4. Edmunds

5. Presto Reviews

6. CarDealerCheck.com

7. MyDealerReport.com

8. CarDealerReviews.org

9. Yahoo! Local Business

10. Dealership Ratings

The Video clip below was produced by PrestoReviews and is a great tool to use in meetings at your dealership for ensuring that people in your dealership’s management and leadership team understand how important having a Reputation Management Strategy is for every car dealership…


The following video was created and published by Checkered Flag Automotive as a means of driving additional reviews and ratings from their customers… I included this as a “Best in Class” example of a dealership encouraging their customers to post reviews about their experience at the dealership in the physical world, to the top review and rating sites in the online world:


Of the Ten Dealership Review and Rating sites I have listed, the only provider that allows dealership reviews to be executed by consumers while they are at the dealership (that I am aware of) is Presto Reviews.  Scott Falcone and his team at PrestoReviews.com have built their entire model around dealers encouraging customers to post reviews while at the dealership and providing them with work stations to do so… Scott and his team at Presto Reviews encourages dealers to provide comfortable and quiet places with online access to sales customers while they are waiting to meet with a Finance Manager or complete the Finance and Insurance documentation, so they can post a review and rate their experience buying their new or used car that day… While it is still fresh in their minds, and while the dealership can still have an opportunity to correct any deficiencies reported.  Presto reviews also encourages dealers to provide kiosks or other means for service customers to post online reviews on the dealership’s Presto Reviews site while at the dealership getting their car serviced.

One of the reasons I like the Presto Reviews model is that it fairly assures dealers that all reviews posted, moderated by the dealer’s Social Media Marketing Manager or Service Provider (if that service provider is worth anything at all), are from actual customers of the dealership and not nefarious individuals seeking to tarnish a dealership’s reputation for reasons outside of actually being one of their customers.

The other nine sites that I have listed in the beginning of this article each forbid reviews from being posted at the place of business.  This is done to protect the integrity of the reviews from dealers who might seek to “stuff the ballot box” so to speak, and helps ensure that anyone with an axe to grind at that dealership can post a negative review without necessarily revealing their identity to the dealership.

Kudos to DealerRater.com for creating a validation process which allows DealerRater.com Certified Dealers to contact DealerRater users who have posted a negative review prior to that negative review being publicly visible.  This allows each dealer to offer a resolution to each customer’s concern… And, if the customer is actually a bogus post, who does not come back to DealerRater.com to review the dealer’s offer within 5 working days, the dealer can request that DealerRater.com remove the negative review based on its high likelihood of being nefarious and posted by somebody other than an actual dealership customer.

Yelp goes so far as to have an Official Policy that strongly forbids incentives for customer reviews and highly recommends that dealers DO NOT ask customers to post reviews.  In addition, Yelp’s technology is designed to recognize when a consumer is using a mobile device, and when that customer posts a review on their mobile device (at the dealership), Yelp holds the review as a “Draft” and will not let that review go live until the customer has reviewed, edited and resubmitted their review from a PC located at work or home… Of course, all of these measures make positive reviews for dealers on Yelp all the more attractive and valuable!

This Blog Post was inspired by a Tim Jennings blog post asking for ADM Members to list additional Dealership Review Sites worth mentioning…

Tim lists the following Dealer Review and Rating sites as his most useful:

Google Local Business Listings

Other reviews sites Tim is aware of that show up in search for a dealership by name are:

5 Mistakes You Make When Writing A Blog Post

[Sent from Ralph Paglia’s iPhone]

Ralph Paglia
Director – Digital Marketing
ADP Dealer Services
cell: 505-301-6369
RPaglia http://www.RalphPaglia.com http://ADPdealerservices.com http://ADPsocial.com
http://ADMPC.com http://LinkedIn.com/in/RPaglia

On Jul 11, 2010, at 3:01 PM, Ralph Paglia <rpaglia> wrote:

5 Mistakes You Make When Writing A Blog Post

Written By Suzannah Freeman in Blogging


Blogging is so common these days, everyone seems to want a piece of the action.

The problem is that newbies get the idea this blogging thing is a cinch–that you don’t need any particular skills, structure, or game plan to write for the internet.

It’s true to some extent; you can get your own domain and start up a blog with no experience whatsoever. However, creating a blog that people will want to read, and subscribe to, requires more than that.

There are limitless wrong turns one can make when writing a blog post, but here are 5 common mistakes and how to fix them:

1. You don’t know who your audience is.

Who reads your blog? Can you describe your average audience member? Do you know what they want out of life? Do you know what they’re searching for on your site? If you don’t know your audience, you won’t be focused on writing to meet their needs. And, if your blog doesn’t provide ongoing benefits for your readers, they won’t be around long.

2. You don’t bother to outline.

For all you pantsers out there, even outlining a blog post might go against your natural tendencies. But, I’ve found the best way to keep your article focused is to write the headline and subtitles first. These might change as you write, but they give you a sense of where you need to go. When I get a few great ideas for posts all at once, I write my headlines and tentative points, plus find a suitable photo first, and simply leave the outlines in my WordPress editor for later. Once my posts are outlined, they get written relatively quickly.

3. You skip the introduction and conclusion.

Just like you remember from your high school days, your writing needs an introduction and a conclusion to be effective. For example, my article would appear less-than-professional if I’d begun with my headline, then launched straight into the list, and ended abruptly with the 6th point. Many readers wouldn’t have bothered sticking around to find out what I have to say. Introductions and conclusions don’t have to be long, but you should write them every time.

4. You don’t use an effective photo.laptoppicture

Photos aren’t necessary for good content, but they help visually attract your readers and reinforce your point. A poor or amateurish photo can be just as bad as no photo at all, so if you’re going to choose one, choose wisely.Flickr has a huge directory of Creative Commons photos available for use with only the need to cite the owner. While it can be time consuming searching for photos and uploading them, it’s time well spent.

5. You omit keywords and meta descriptions.

When I first started blogging, I had no idea what the ‘keywords’ and ‘meta description’ boxes in my WordPress editor were for. It was only once I’d been writing for a couple of weeks that I discovered those little boxes were for important for helping people find and read my articles. SEO Logic says on their FAQ page:

Both the meta keywords tag and the meta description tag contribute to your search engine ranking, and the meta description tag influences the liklihood [sic] that a person will actually click on the search engine results page and visit your site.

If you’re not using these tags, you’re missing out on potential readers.

Tips for Writing Better Blog Posts

How can you make your blog posts beneficial, focused, and clear?

  • Define your audience before you launch your blog.
  • Write your headlines first and get in the habit of outlining your posts.literarycat
  • Always write an introduction and conclusion, even if they are short.
  • Choose visually appealing photos that match either the particular post or the overall themes of your blog.
  • Learn to identify keywords and write effective meta descriptions for each post.
  • Don’t try to make too many points in one post. Choose one and focus on it.
  • If you want your blog to be professional (as opposed to a diary-like venture) write your posts the same way you would write an article for a magazine.
  • Solve a reader’s problem or include a benefit in each of your posts.
  • Proofread your posts at least 24 hours after writing them. Fresh eyes catch more mistakes.
  • Ask for reader participation. End your post with questions or invitations for your audience to contribute through commenting.

Learn the guidelines of professional blogging, and you’ll soon find your posts more engaging, and your readership increasing.

What newbie mistakes did you make when you first started blogging? What bothers you the most in other blogs? What are your best tips for writing better blog posts?

Images courtesy of B Rosen, Steve Keys, SuziJane.

profile.headshot-149x150.jpgSuzannah Windsor Freeman writes and teaches in Canada and Australia (but never at the same time). Pop over toWrite It Sideways for more great writing tips, or follow her on Twitter.

[Sent from Ralph Paglia’s iPhone]

Ralph Paglia
Director – Digital Marketing
ADP Dealer Services
cell: 505-301-6369
RPaglia http://www.RalphPaglia.com http://ADPdealerservices.com http://ADPsocial.com
http://ADMPC.com http://LinkedIn.com/in/RPaglia

Ralph Paglia

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