Digital Dealer 11 Presentation
Upcoming SlideShare
Loading in...5
×
 

Digital Dealer 11 Presentation

on

  • 494 views

Digital Dealer 11 Las Vegas Dan Moore presented about increasing customer engagement by using multiple verticals to communicate

Digital Dealer 11 Las Vegas Dan Moore presented about increasing customer engagement by using multiple verticals to communicate

Statistics

Views

Total Views
494
Views on SlideShare
493
Embed Views
1

Actions

Likes
0
Downloads
8
Comments
0

1 Embed 1

http://paper.li 1

Accessibility

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

Digital Dealer 11 Presentation Digital Dealer 11 Presentation Presentation Transcript

  • THE NEW WAYS TO INCREASE CUSTOMER ENGAGEMENT DAN MOORE, CEO SMART WEB CONCEPTS DMOORE@GETSWC.COMTuesday, October 18, 11
  • Tuesday, October 18, 11
  • GOAL OF THIS SESSION: AFFECT THE WAY YOU THINK ABOUT COMMUNICATIONTuesday, October 18, 11
  • Tuesday, October 18, 11
  • WHAT ARE THE VERTICALS ? AND THE OPPORTUNITIES ?Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • LETS DO A QUICK DRILLTuesday, October 18, 11
  • LETS DO A QUICK DRILLTuesday, October 18, 11
  • LETS DO A QUICK DRILL What is your PREFFERED method of communication? ★ Face to Face? ★ Text Messaging? ★ Email? ★ via Social Media? ★ Skype or Face Time? ★ Chat/IM?Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • WHAT IS MY CUSTOMER DOING? AND WILL OFFERING OTHER FORMS OF COMMUNICATION BE EFFECTIVE DURING PEAK TIMESTuesday, October 18, 11
  • Tuesday, October 18, 11
  • ONE COMPANY’S PAIN ? ANOTHER’S ROI ? • According to the Center for Internet Addiction, employers lose nearly $4 billion dollars each year to internet misuse. Although the internet has greatly improved many industries and workplaces, the constant presence of it can be overwhelming. There is often a blurred line between personal and work use. • Do you see an opportunity here?Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • BREAKING DOWN THE FORMS OF COMMUNICATION CHAT EMAIL SOCIAL WEBCAM MOBILE VIDEOTuesday, October 18, 11
  • Tuesday, October 18, 11
  • WHAT ARE THE BENEFITS OF CHAT? • With more traffic visiting your website than your store, why wouldn’t you focus more time and resources to catch these opportunities for engagement? • Setting up a chat strategy that provides the customer with the ability to be in contact with Parts, Service, and Sales will ultimately create more consumer engagement.Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • BEST PRACTICES OF CHAT • Be available to chat during business hours. • If you don’t have the time or the manpower, look into a managed solution. • Just like phones, create a process and scripts for all departments. • Have a Passive and Proactive chat client to increase engagement.Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • WHAT ARE THE BENEFITS OF EMAIL? Like phones, email in conjunction with other communication verticals can increase deliverability and engagement from consumers.Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • BEST PRACTICES EMAIL • No multi sized fonts with RainBow COLORS. • Text-only emails if you can control yourself, with majority of people receiving their emails via mobile phone make it easy for them to read. • Use links instead of images to help with spam and mobile friendly emails.Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • WHAT ARE THE BENEFITS OF SOCIAL MEDIA? With social media such a popular channel for day-to- day engagement, this vertical offers real time messages to the end user while by-passing spam and other challenges we have using other communication channels.Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • BEST PRACTICES OF SOCIAL MEDIA DRIVE AWARENESS THAT YOU COMMUNICATE VIA SOCIAL MEDIA. •Encourage staff to have a personal social page to engage with customers. •Messages should be personable and content rich. •When providing links try to keep them with in the social media platform.Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • SAMPLE PAGES: FACEBOOKTuesday, October 18, 11
  • Tuesday, October 18, 11
  • SAMPLE PAGES: TWITTERTuesday, October 18, 11
  • Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • TWITTER = MATRIXTuesday, October 18, 11
  • Tuesday, October 18, 11
  • TWITTER WITH TWYLAHTuesday, October 18, 11
  • Tuesday, October 18, 11
  • WHAT ARE THE BENEFITS OF WEBCAMS? • Web cam can provide a virtual person to person engagement that ultimately leads to a quicker rapport than an email communication. • Skype and phones offer webcam features. These are great tools that are often ignored in many Dealerships.Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • BEST PRACTICES OF WEBCAMS • Practice with co-workers, friends, and family to become more comfortable. • Set up the different services and become familiar with how they work.Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • WHAT ARE THE BENEFITS OF MOBILE? • What can we say about technology other than its ever changing and offering more ways to reach people. • Smart phones these days offer functionalities of SMS, Chat, Video, Social Media, and of course phone. Its like a Swiss Army Knife of communication and allows people not to be chained to a desk allowing a high level of production to be accomplished.Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • BEST PRACTICES OF MOBILE •Find away to empower your Dealership to use this tool. •Get training on how to maximize its use! •Set up Video, Social Media, Email, CRM, and Chat on the device.Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • WHAT IS IN YOUR CUSTOMERS POCKET ? HOW DO YOU COMMUNICATE WITH THEM ?Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • WHAT ARE THE BENEFITS OF VIDEO? • Video is an a great way to enhance email and social communications by sending the consumer a direct message telling them about you, your company and your product. • On a side note we can’t dismiss its organic search abilities if deployed and video channels with the proper keywords as well.Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • BEST PRACTICES VIDEO • Focus on the message vs. the professional quality. • If you havent already, build a library of testimonials, welcome to the Dealership, and about us, and vehicle walk-around. • Build a YouTube channel if you havent already. • Use a tool like Eyejot.com for video emails. • Some video deployment resources for the over achievers; www.tubemogul.com or www.Blip.tvTuesday, October 18, 11
  • Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • Tuesday, October 18, 11
  • THE NEW WAYS TO INCREASE CUSTOMER ENGAGEMENT DAN MOORE, CEO SMART WEB CONCEPTS DMOORE@GETSWC.COM facebook.com/ twitter.com/ smartwebconcepts smartwebconceptTuesday, October 18, 11