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Top Tips to Monitor & Manage Your Online Reputation Leveraging Social Media

Top Tips to Monitor & Manage Your Online Reputation Leveraging Social Media. AGENDA. Importance of managing your online reputation Use social sites to reach customers Target social ads and increase ROI.

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Top Tips to Monitor & Manage Your Online Reputation Leveraging Social Media

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  1. Top Tips to Monitor & Manage Your Online Reputation Leveraging Social Media

  2. AGENDA • Importance of managing your online reputation • Use social sites to reach customers • Target social ads and increase ROI

  3. 79% of car buyers (up from 75% prior year)say using the internet, including social media and review sites, was the most helpful when researching car dealerships – surpassing all other mediums

  4. Start with the basics

  5. Have consistent business information across all sites Phone number, address, website URL Google rewards consistency

  6. Highlight offers on popular social & review sites Special offers allow you to “give back” to your loyal customers and attract new business Buying a car before the end of the year? Don’t forget to protect your purchase! Get protection at a discounted rate!

  7. Build local awareness for your brand Connect with your community through social media

  8. Pay attention to your reputation

  9. Leverage top review sites in search 70% of car buyers look at review site star ratings in Search Results even if they don’t click through to read reviews • Reviews sites with high volume are now showcased in Google search results – create a process to increase reviews

  10. Use surveys to increase reviews 67% say they are open to completing a survey and 1/3 will give you actionable feedback A good reputation is insurance for all of your advertising dollars!

  11. Educate your teams about surveys • Communicate the importance of customer feedback to your teams and partners • Get your frontline trained and involved in communicating the process to your customers

  12. Improve survey response rates Set expectations and monitor email capture rates Thank customers for their time and include an offer or prize Auto Finance Canada Keep instructions easy and simple Survey questions should be short

  13. Request feedback by text surveys We really appreciate your business! Click here https://das.io/feedback to tell others about your experience on one of the sites displayed. Easy and instant feedback!

  14. Have a process to respond to all surveys, reviews & comments 78% of people that reach out to a brand expect a response within an hour. Like/respond to ALL comments – Positive and Negative Start and engage in conversations to improve brand awareness

  15. Respond to unhappy customers the RIGHT way Pro Tip: Dispute reviews that violate sites’ Terms & Conditions Don’tget into too much detail. Fix issues offline! Provide a contact to discuss situation and don’t go into detail on remedy in the response. Avoid creating a culture of the only way to get anything is by leaving a public review

  16. Respond to happy customers too Don’t only respond to the negative reviews

  17. Social sites are review sites – monitor & respond!

  18. Pay attention to Yelp – Apple does! Use check-in offers and surveys to get more reviews on Yelp Apple isn’t ignoring Yelp! Your Yelp ratings are showcased in all map searches

  19. Leverage social ads to increase sales

  20. Interest-based ad targeting Target local customers with common interest posts and ads Not all advertising needs to be sales/service based

  21. Local awareness & competitive area targeting Target consumers in your competitor’s backyard Local awareness targets customers location on their mobile device versus standard geographic targeting that looks at the zip code the user has in their profile

  22. Retargeting campaigns for sales Retargeting previous customers when they are in the market to buy again

  23. Track engagement on social ads Actively monitor your campaign for comments and questions Respond to comments from ads that do not appear in your timeline

  24. Track results Website traffic results Don’t let mobile leads go unnoticed – track ALL results 3

  25. Offline conversions utilize your list of customers and match them to Facebook profiles Measure in-store sales $1000 for 18 sales and 41 service visits – 8 sales in the first 7 days of campaign!

  26. Quick Tips

  27. Watch social site content – have a social media policy in place DON’T post inappropriate or old content DO post new and consistent dealer-specific content

  28. Track social media promoted posts DON’T use auto-boost promotion DO pay attention to your spend

  29. Crowdsource on Twitter Proactively search for key words being used by local customers Strike fast to keep your business top of mind! Remind car buyers about your warranty/financing/protection options!

  30. Target in-market customers with social ads Pro-Tip: Remember to proofread your posts!

  31. Request a free social media intel report: http://digitalairstrike.com/resources

  32. ? ? Questions? alexi@digitalairstrike.com ?

  33. Thank you!

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