Socialxpand is a digital marketing company and this company also provides social media marketing services to improve positive reviews and net contracts and push down the complaints too.

1. By: Socialxpand

2. REPUTATION IS KEY
• 78% of online
Americans aged
18-64 use online
reviews to
help make their
purchasing
decisions
• 49% of
automotive
shoppers check
reviews
while on your
lot
• Monitoring and
responding are
important!
• Only reacting

3. REACTIVE PROCESS
• Monitoring for
online mentions
• Monitoring for
reviews on third
party sites
• Responding to
reviews

4. PROACTIVE PROCESS
• Follow-up email
surveys
• Using Social Media to
increase engagement
• POS handouts for
selected review sites
• Encouraging
customers to share
feedback
• Featured
testimonials on
website or social
media
• Reviews pages on
your website
• Addition of review
site button to:
• Email signatures
• Website
• Email campaigns

5. SOCIAL MEDIA
• 80% of shopper
consult social
media
• 62% cited
Facebook as
best channel
• 12% Pinterest
• 11% Twitter

6. SOCIAL MEDIA
• Abundance of
information to
influence
customers:
• Customer
conversations
• Ability to share
special events
and incentives
• Ability to add
pictures (staff,
customers,
inventory)
• Advertising
opportunities

7. SOCIAL MEDIA
• You must engage
your customers in
order to:
• Encourage
growth of your
customer base
• Maintain positive
relationships
• Increase brand
recognition
• Increase brand
reach
• Increase brand
advocacy

8. SURVEY EMAILS
• Common concerns about
follow up emails:
• Sending out too many
different
communications to
customers
• I’ll get too many negative
reviews
• These surveys will
interfere with CSI surveys
• In response to these concerns:
• Customers enjoy sharing their
opinions
• Frequency of email
communications can be
monitored and controlled
• Negative customers are 15.3%
less likely to
consent to having their review
published
online
• On average, 93.42% of published
monthly
reviews are positive
• Follow up surveys are set up to
send prior to

9. FOLLOW UP SURVEY EMAILS CSI SURVEYS
• Dealership branded,
short surveys sent
within
48 hours after a
sales or service
transaction
• Opportunity to share
experience with
dealership and on 3rd
party review sites
• Able to quickly
follow up with
customer to
resolve issues
before CSI surveys
• Can present
opportunities to
change dealer
processes and
improve customer
• OEM branded,
longer surveys
sent about 10-14
days after a
sales or service
transaction
• Measures
multiple aspects
of customer’s
dealership
experience
• Provides data to
allow dealers to
make process
improvements

10. SURVEY EMAILS

11. SURVEY EMAILS

12. SURVEY EMAILS

13. RESPONSE HANDLING
• We’ve all
seen how
poorly
customer
feedback
can be
handled
online…

14. RESPONSE HANDLING
• And we’ve
all seen
examples of
how to
properly
handle
responding
to
customer
feedback
online…

15. RESPONSE HANDLING
• Why is it important to
respond to all reviews?
• Make sure customer issues
don’t slip through the
cracks
• 95% of complaining
customers will do business
with you again if their
concern is addressed
• Effective responses
increase positive loyalty
behaviors by more than
20%
• 21% of car buyers changed
dealership selection
based on review site

16. RESPONSE HANDLING
• Benefits to a
response
handling plan
• All reviews
are handled
professionally
and in a
timely
manner
• Dealership is
engaged with
customer base
• More time to
focus on
customers and
day to day
operation of
the dealership

17. RESPONSE HANDLING

18. RECAP
• Key ways to
increase customer
satisfaction,
loyalty, and
overall
dealership
success:
• Social media
management
• Customer
follow up
surveys
• Response
handling plan

19. CONCLUSION
• People will talk
about your
dealership
• Make sure
you’re a part of
the
conversation,
when it
happens, where
it happens

20. Thank You