Social Media for Dealerships

Brian FjeldstedDirector of Corporate DevelopmentSocial Dealer

Pg. 51

Using industry-leading automotive technology

Social MediaReputation

SOCIALDEALER is a reputation and social media management platform created to help automotive dealers easily manage their social profiles, customer reviews, content and even engage with consumers, all through one centralized web application.

One Software

STRATEGY FOR SUCCESS

LEAD GENERATION

•Promote

•Referrals

•Retention

•Grow sales

•Connect

w/consumers

•Build relationships

•Grow loyal fan base

•Reach viral audience

SOCIAL MEDIA

•Build buyers’

confidence

•Get more reviews

•Gain public image

•Share positive

reviews

REPUTATION

ATTRACT

CONNECT

CONVERT

What is a Social Dealer?

Where are you?

Why Does Reputation Matter?

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1: Online Reviews

In 2008, customers visited 3.6 dealers before purchasing a vehicle. Today it is less than 1.8 dealers.

73% Of consumers consulted online dealership reviews.

Reviews are used to eliminate dealers!

Source: Yahoo!

2: Reviews & Ratings are in Your Search Results…

The Average Metro Dealer…

Reason 3:

Reviews have gone MOBILEwhere customers can see your reviews instantly!

Reviews are dominant in Apple’s iOS 6 for iPads and iPhones

REPUTATION AFFECTS LEADSReason 4:

A 2.7 Rating between two 5 star dealers

A SUCCESSFUL REPUTATIONSTRATEGY INCLUDES:

RESULTS: Get more reviews, Improve your average rating, and drive more opportunities!

1. Monitor all review sites

2. Use reviews as a means to measure & improve

3.Respond to all reviews

4. Get more positive reviews

5. Promote positive reviews

Reputation Dashboard

Where do you need more positive reviews to bring up your average?

“PUBLIC CSI”

ENTERPRISE REPORTS

Monthly Unique Visitors on Review Sites

Monthly Unique Visitors provided as of 8/20/12 from compete.com

20,900,0

00

33,000,0

00 4,800,000

7,400,00

0

307,000

8,400,00

0

30,700,0

00

Yelp

Google Plus

Cars.com

Edmunds

DealerRater

Yahoo Local

Yellow Pages

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RT Total Reviews by Review Source

26%

15%

4%6%

48%

IS20 GroupGoogle Yahoo

Yelp Yellowpages

Dealer Rater

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RT Total Average Rating by Review Source

Google Yahoo Yelp Yellow Pages

Dealer Rater

IS20 4.61 2.81 2.96 3.77 3.6

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0.75

1.25

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2.25

2.75

3.25

3.75

4.25

4.75 IS20

IS20

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RT RESPOND TO REVIEWS

• Respond quickly

• Do not use a template response

• Research before responding

• Use this as an opportunity to learn and improve

Helpful Safety Tips

IN YOUR REVIEW RESPONSE

• Apologize

• Empathize

• How you will rectify the situation.

• Be conversational and be personal.

• Never attack or argue

• Restate your commitment to service

What to include:

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RTGET MORE REVIEWS

Just Ask

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RT In-Store Promotions

GET MORE REVIEWS

In-Store ProcessesGET MORE REVIEWS

• Measure, Review, Change, Repeat

• Touch Point Training

• Inspect What You Expect

• Align Financial Recognition

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