1 / 58

SocialCRM Marcus Mackell, Market Manager

Learn why businesses need marketing and how SocialCRM can help build better consumer relationships through communication, feedback, and reputation management. Increase sales and spread the word with our proven strategies and technology.

marvind
Download Presentation

SocialCRM Marcus Mackell, Market Manager

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. SocialCRM Marcus Mackell, Market Manager

  2. Mitchell 1 SocialCRM Let’s talk about Marketing. Why do businesses need marketing? • Spread the Word • Reputation Boost • Increase Sales

  3. Mitchell 1 SocialCRM

  4. Mitchell 1 SocialCRM Reality Check: Marketing “…Your business will fail if you neglect to stay in touch with your customers and understand what they need and the feedback they offer.” • articles.bplans.com

  5. Mitchell 1 SocialCRM How do businesses begin a marketing plan? Start thinking of the 3 M’s • Market – Who are you targeting? • Message – What are you trying to say? • Media – How are you going to deliver it?

  6. Mitchell 1 SocialCRM Market– Start with their current customer base.

  7. Mitchell 1 SocialCRM Message – Focus on their product/service.

  8. Mitchell 1 SocialCRM Media – Use current Strategies & Technology

  9. Mitchell 1 SocialCRM Media – This is where we want to be!

  10. Mitchell 1 SocialCRM Why do businesses need marketing? • Spread the Word – Develop Relationships • Reputation Boost – Manage Relationships • Increase Sales – Profit from Relationships

  11. Mitchell 1 SocialCRMRelationships in business “….customers have a wide range of options, they prefer to stick to companies with whom they have had a positive experience and built a good rapport. Relationship building is an integral part of developing your business…..” According to Lawyerment.com

  12. Building Consumer Relationships Businesses will use multiple strategies to build consumer relationships. Some strategies are more obvious like being reliable, building trust or providing a great product or service. Other strategies take a bit more effort but are just as important: Frequent Communication Collect & Listen To Feedback Show Appreciation or Gratitude Analyze the results Mitchell 1 SocialCRM helps shops build better consumer relationships before, during and after the visit. According to Lawyerment.com

  13. Building Better Consumer Relationships:Frequent Communication “…purpose of a proactive campaign is not to bombard customers with outbound communications, but rather to provide relevant, insightful information that a customer would find valuable and be willing to pick up the phone to call to find out about.” dmnews.com

  14. Service Reminder • Trigger = OE Maintenance Schedule & Vehicle Mileage • Branded/Shop Logo • Mobile Friendly • Coupon option • Appointment Request • Social Media Links • Loyalty Site (OAS) • Link to SureCritic

  15. Service Reminder & Recurring Emails Trigger(s) = Multiple see below (Automatic) • State Inspection (SMSInspection date) • Timing Belt (OEM Specs) • Lost Customer (9 months) • Recommendation (SMS Entry) • Branded/Shop Logo • Mobile Friendly • Appointment Request • Social Media Links • Loyalty Site (OAS) • Link to SureCritic

  16. Thank-you Emails Trigger = Paid/Posted Invoice • Branded/Shop Logo • Mobile Friendly • Coupon option • Appointment Request • Social Media Links • Loyalty Site (OAS) • Link to SureCritic

  17. Sample Appointment Reminder Trigger = Scheduled event in the Manager SE scheduler • Reminders are sent: • 5 days before • Morning of • The scheduled appointment

  18. Target Market Promotions Trigger = Customer Request • Unlimited! – Create with Agent Anytime • Create Custom List From Database • Customized Message & Coupons • Branded/Shop Logo • Appointment Request • Social Media Links • Loyalty Site (OAS) • Link to SureCritic

  19. Email Matching Service Collecting Emails • Program Start Match Approx. 30% of Database • Every Quarter We Match New Customers • We Provide Welcome Kit Assist Shop in Collection • Provide Front Counter Signage >>> • Email Collection sheet • Welcome Booklet

  20. OwnerAutoSite.com Home Screen Service History

  21. OwnerAutoSite.com Request Appointment Manufacturer Scheduled Services Coupons Auto Service News

  22. Facebook Page and Content Management Review Content Auto Service News Content

  23. Building Better Consumer Relationships: Collect & Listen To Feedback Interesting Statistics on Consumer Reviews: • “90% of consumers say positive reviews influence their purchase decision” *According to a survey conducted by Dimensional Research survey. marketingland.com • “72% of consumers say positive reviews make them trust the local business more” • *According to Search Engine Land. searchengineland.com

  24. Verified Reviews • Automatic – 5 Star Review Scale • Verified • Phone Reviews - Get More Reviews Sooner! • Available on the Internet • Notification for New & Low Score (3 Stars) sent to shop

  25. Collecting Verified Reviews • Thank-you Email • Verified Review Link • Review Phone Calls – Consumers w/o email • Verified Phone Call

  26. Important Unique Review Features • Low Score Diagnostics: Capturing additional insight for a “not so great review” (3 Stars or below) • Consumer will have the ability to add additional details to their low score review, this will help pinpoint what the actual issue is. • ReScore:Closed Loop Concern Resolution • Shop owners will have the ability to request a “second chance” review from consumers that post a low score review initially • Text Analyzing:Calling out positive/negative key words • Analyzes words or phrases from every review based on phrase sentiment (positive or negative).

  27. Importance of Verified Reviews • “90% of consumers say positive reviews influence their purchase decision” • *According to a 2013 survey conducted by Dimensional Research survey. marketingland.com • “72% of consumers say positive reviews make them trust the local business more” • *According to Search Engine Land. searchengineland.com • “…only 50% of consumers don’t go past page 1 in Google search” • *According to a 2015 article on moz.com • Mitchell 1 SocialCRM Delivers: • More Verified Consumer Reviews, and at a Faster Rate • An Average Consumer Review Star Rating of 4.86 (out of 5 stars) • 90% of our Shop’s Business Reviews on SureCritic.com show up on page 1 when searched

  28. Shop Business Review Page • We will Automatically build a searchable Review Webpage for every shop! • Shop owner will be able to manage their Review Responses, Access their Plugins and other information via their SureCritic Dashboard. • Included: • Show all SureCritic Reviews w/Responses • Star Ratings • Name, Address, Phone Number, Hours • Google Map • Coupon option

  29. Shop Business Review Page Content Optimized to be Used by Google

  30. Shop Business Review Page All SureCritic reviews, responses, and star ratings Schedule an appointment, view the business hours, and see current specials Generate a review from the site and find the location via Google Maps

  31. After Completing A Review Your consumers can share their good reviews! They can share and win!

  32. After Completing A Review • After completing a 4 or 5 star SureCritic review, eligible customers with a valid email address, will receive another email with an option to create a new review on Google+ Local.

  33. SureCritic Plugins – Shop Website

  34. Consumer Review Distribution

  35. Why Our Reviews Are Better • Phone Reviews Increase Velocity (generate reviews faster) • Shop’s Review Page Is Optimized For Search • Verified Reviews Scores Are Generally Higher • Rescore Opportunity Gives Second Chance • Social Engage Google Review/Share Opportunity • Automatic Collection Makes It Simple • Share Best Reviews on Shop Facebook Newsfeed • Phone Reviews give us another opportunity to obtain an email address

  36. Building Better Consumer Relationships: Show Appreciation or Gratitude Importance of showing Gratitude: “…Marketing research empirically demonstrates that gratitude plays an important role in…{the} increase purchase intentions, sales growth, and share of wallet…” American Marketing Association (AMA)

  37. Show Appreciation or Gratitude Manager SE Star Notifications – Opportunity to say “Thank You” Opportunity #1: Front Counter • Each Star Indicates: • New Consumer Reviews Available

  38. Show Appreciation or Gratitude Reviews – Opportunity to say “Thank You” Opportunity #2: Respond and Share Reviews

  39. Show Appreciation or Gratitude Coupons – Opportunity to say “Thank You” Opportunity #3: Add a Special or Coupon Business Review Page Email Campaigns

  40. Building Better Consumer Relationships:Analyze your results “…you cannot simply develop a marketing campaign only to "set-it-and-forget-it." Instead, it's crucial to routinely perform campaign monitoring and analysis to ensure the success of your marketing performance.” Prontomarketing.com

  41. Analyze your results Email sent monthly or weekly. • Email Reports

  42. Analyze your results • Dashboard Reporting

  43. New Customer Dashboard – Review Notification Star notification will appear when new Review is detected! Button available on customer, vehicle & order screens !

  44. New Customer Dashboard – Customer Details Most Recent Review Thank your consumer! RO’s & Contacts Vehicle & Email Information

  45. New Customer Dashboard – Customer Contacts Response Rate Monthly and All Data Clickable Content Recent 10 Reviews

  46. Reporting Over 10 unique reports available daily and emailed to you monthly for your convenience

  47. Building Better Consumer Relationships: Remember, Mitchell 1 SocialCRM helps business with their marketing by helping them build better consumer relationships withby way of: • Automated Email Campaigns and Facebook content(Frequent Communication) • SureCritic Reviews and Business Review Page (Collect & Listen To Feedback) • Manager SE Star Notifications, Review Response & Social Media Sharing and Coupon options (Show Appreciation or Gratitude) • Email Reports & Dashboard Content (Analyze the results)

  48. Add-on Services • Websites - $39/month • Postcards - .80 cent each

  49. Unique Competitive Advantages Mitchell 1 has the Industry Leading and Most Comprehensive Marketing Program for Driving Customer Loyalty

  50. SocialCRM – Sales Reps (Quick Start) “The shop just agreed to purchase SocialCRM, now what?”.….. Before turning in an order, there are 3 steps that are REQUIRED before you can submit it to order processing. (Available on M1sales.net – “SocialCRM Quick Start Process”) Register the customer in Shop Registration (please include the customer in this process) *This information will be used for the SocialCRM emails! Complete the Data Extraction Sign the Registration receipt (both the ISC and customer), include with your order. If you run into any problems with any of the 3 items above please contact the SocialCRM Support Center, while on location, and they will try to assist you. Contact Number for SocialCRM support: 888 724 6742 option #5 Hours: M-F 6:30 – 4:30 *There are scenarios when one or more of the items above are not required, these scenarios are covered on the exception matrix (next slide)

More Related