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This tag is associated with 18 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.

Video Chat by ooVoo – Automotive Digital Marketing Professional Community (ADM)

Video Chat by ooVoo – Automotive Digital Marketing Professional Community (ADM).

via Video Chat by ooVoo – Automotive Digital Marketing Professional Community (ADM).

via Video Chat by ooVoo – Automotive Digital Marketing Professional Community (ADM).

Ralph Paglia

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