social and reputation management generates sales
TRANSCRIPT
PROUDLY PRESENTED TOPerforma Media
PHONE
480.238.8488
WEBSITE
www.performa.media
Since the creation of the smartphone, a revolution of epic proportions has occurred. Virtually everyone is carrying around a personal computer that is more powerful than the computer that put a man on the moon.
Entire industries have either changed or become extinct.
The revolution is now.
Mobile allows for constant connectivity.
Hourly distribution of searches by platform.
ZERO MOMENT OF TRUTH
Consumer Buying Cycle
Interest
Partner Advertising:
SEM, Email/Text
Marketing, Display,
Print Ads, Radio, TV,
Loyalty programs,
Deals.
Research
Search engines, online
reviews, ratings, relevant
articles, word of mouth.
The business’s
reputation is what
consumers say it is.
Purchase
In-store experience:
talked with salesperson
in-store, read product
brochure, tried sample
product. The decision to
purchase is made.
Experience
Post-purchase
experience: Facebook
post, tweet, write
review, discuss with
friends, blog, Consumer
compares expectations
and reality.
Decisions are made before entering a store.
When purchase decisions are made by shoppers.
40%
60%
25% 17% 17% 15%
75% 83% 83% 85%
2010 2011 2012 2013 2014
Before Entering a Store In-Store
Reputation Intelligence
Monitoring your virtual doorway 24/7/365
and reporting to you automatically….
A business’s virtual doorway iswhat you say about yourself.
DIGITAL FOOTPRINT
A business’s virtual doorway iswhat others say about you.
DIGITAL SHADOW
Premium visibility creates/corrects listings on The Big 4.
You need to be found online!
95% of vehicle shoppers use digital channels to research, and less
than 9% or people navigate to the second page of Google.
Digital Matters
Today’s auto shoppers are open-minded, with 72% of search sessions involving cross-shopping.
In-market shoppers are researching more than ever — these shoppers are turning to 24 research touch points on average.
Building your presence everywhere...
automatically!
Listing Distribution
These four major data providersare trusted to provide accurate business listing information to hundreds of sites including:
search engines
review sites
social sites
GPS & vehicle navigation
online directories
[24]7 411.ca 411info Access Together Acura Addresses.com Admedia Advameg Advertise.com Advice.com Agero Aisle50 Alk Technologies
Allpages.com AlterGeo Alteryx AmericanTowns.com Answers.com anywho.com AOL Apartmentfinders.com apartmentguide.com Apple Maps
App.net AroundMe.com Ask.com AT&T ATD Austin Atlanta NewHomes AYO Technology-WebSite Alive B2Byellowpages.com bckyrd.com
beachcalifornia.com Belo Best Of The Web Local Bing Biz Scrambler Blackberry BMW Boorah BrightData Bundle.com Business Directories of
Texas BusinessSearch.com Care.com Cars.com Centzy.com ChaCha Search challama.com Chamberofcommerce.com Chewsy Chrysler City-
data.com City.com CityBot Citygrid CityMaps Citysearch.com CloudMade Cloudy Clutch Shopping Comcast.net Search Consolidated
Communications Contextuads.com Contractors.com CoPilot Cornerstone Group Coupon Sherpa CouponMap CrowdSpot Databanq DataSphere
DDC Dealsplus Denso Dexknows Directory Avantar Dirxion DoctorWait.com Dogpile Dogtime Media Driverside Earthlink.com Eating Places
Echoer Edmunds eGood eGumball Elocal eLocal Listing eMbience eServiceLog ezlocal.com EveryScape.com EZToUse.com Facebook.com
Family Finds FeedMe fetchtoto.com Fieldforce First Street Live Fivestar Software Fizzlocal Focus Local Foodie Ford Foursquare Free411.com
gapNsnap Gas Station Checker GenieKnows.com Getlisted.org GiftCards.com GM GoLocal247.com GoodInfo Google Groupon Gvidi Harman
HelloMetro.com Herald.com Hibu Hineighbor.com Homeplete.com Homesandland.com Homestore Honda Hoodoyou Hostway Hotbot.com
Hotfrog.com Houzz.com HTC Hyundai iGoLocal.com Indeed.com Infiniti InfoSpace.com Infutor Innova Electronics Insiderpages Intel Intelius
Intellistrand InTheMO.com Intuit Jetpac JiWire Judy's Book Justclicklocal.com Keen.com KGB Kia KSL.com Kudzu.com Larky Lexis Nexis
Lexus Likeness.com LivingSocial Local.com Localedge.com localpages Localscope Localsearch.com LodgeNet Looksmart.com Lumatic
Magicyellow.com MakeItLocal MamaAlwaysSays MapMyRun MapQuest Menu pages MerchantCircle Metroland Publishing metropolist.com
Microsoft (Bing) MidwestYP.com MindMeld Mobifind MojoPages.com MyCity MyCityWay.com MyCoupons.com Mylocalheadlines MyLocally
mymove.com Mywebyellow Nara News-Gazette Nissan Nokia Nomao OnMedia OnStar Oomea Openlist.com Paradine patch.com Patriot
Phonebook Pelopidas Picksie Pioneer Pioneer Directories Place of Mine PlaceIQ Planapple PlanetDiscover.com Pokitdok Porsche PowerProfiles
PulseLA Radarfrog Radiate Media Radius Intelligence ReachLocal realtor.com Reply.com Restaurants.com RightWay RoadTrippers Rocket Fuel
Saga Salespider.com Samsung Search Initiatives Searchbug.com SeccionAmarilla Seekitlocal.com Sense Network SEOmoz Shoptopia.com
ShowMeLocal Smart Marketing Team Snoox Southern Directory Publishing (YPsouth) SpecialsAgent.com Speed Run SpeedSpot Spotcast
spotlikes.com Spotzot Sprint Subaru SuperPages.com Surewest Switchboard.com TechnoCom Tele Atlas (TomTom) TeleNav Teleroute
Therapists.com Theredbook.org Time Out New York Town Planner Toyota Trafficengine.net TravelShark Tribune Interactive TripAdvisor Trulia
TruPro Twitter.com UpMeSocial.com Urban Mapping Urbanspoon usdirectory.com V-enable.com Vendasta Verizon Vernon Publishing
VerveMobile.com Veveo Viewpoints Local VisiKard Voltari Walkable Restaurants WalkScore.com Walt Disney Weblocal.ca WeddingWire.com
Where Inc. Whisper White Pages WhosCall Whowhere.com Why Wait Wimgo.com World Media xAd XO Group Yahoo Local Yellowbook.com
Yellowbot Yellowmoxie.com Yellowone YellowPageCity.com Yellowpages.com Yellowusa.com Yellowzip.com Yelp YP Zenrin Zidster.com
Listing Distribution pushes data to 300+ online sources
Plus, we continue to monitor these sources to ensure data remains correct.
73% of people lose trust in brands due to inaccurate business listings.
The research process for auto shopping begins online.
Getting started is easy!
Just confirm the business listing is correct.
Business Name
Street Address
Zip Code
State
Phone Number
Website
Business Category
Automatically corrects errors &adds missing info on each data provider.
Progress can be monitored in Presence Builder.
Monitor yourlistings foraccuracy
& presence.
How your business looks in the Magic Three.
The 3 things every business needs.
1
2
3
Google+
Google reviews
Consistent business listing dataon relevant online sources.
Search results are like a shopping mall where every store sells the exact same
product or service.
Online Reviews = Revenue
Customers who read consumer reviews to ensure they are purchasing the right product or service.
US customers who say their buying decisions are influenced by online reviews.
The amount of new business companies with positive reviews can convert when compared to companies with ZERO or negative reviews.
Consumers who consider user generated reviews important or extremely important.
70%
90%
183%
82%
Review response service claims the review sites for your business...
92% of consumers now read online reviews (vs. 88% in 2014)
Engage the Reviewer.
What would you do if someone was in your store reviewing it right now?
WHY ENGAGE
3 Steps to Respond to a Negative Review
1. Say You’re Sorry!
1 I’m really sorry you had a negative experience at our dealership. We really
pride ourselves in providing exceptional customer service.
2. Leave Some Marketing
1
2This must be an isolated incident, as normally people rave about our customer
service - from the sales to the service department. I am anxious to hear what
happened to see if we can rectify the situation.
I’m really sorry you had a negative experience at our dealership. We really
pride ourselves in providing exceptional customer service.
3. Get the Customer on the Phone!
1
2
3
I’m really sorry you had a negative experience at our dealership. We really
pride ourselves in providing exceptional customer service.
This must be an isolated incident, as normally people rave about our customer
service - from the sales to the service department. I am anxious to hear what
happened to see if we can rectify the situation.
I’d love for you to call me so we can work this out. My name is Amy Brown,
and I’m the General Manager - please give me a call at 555.666.7777.
Two steps to positive review success.
1 2ENGAGEThe Reviewer
Why Engage?
What would you do if someone was in your store reviewing it
right now?
HARVESTWord of Mouth
Encourage customers to leave online reviews.
Publish review highlights in your social marketing.
Think of reviews as management tools.
Intelligence to run your business better.
Good Reviews
AccoladesGoal Setting
Bad Reviews
Staff TrainingPolicy Issues
The automotive industry needs to monitor their virtual doorway.
70% of car buyers say that online dealership reviews
influence where they choose to go.
24% considered review sites to be the “most helpful” factor
when it comes to making purchase decisions.
The number of car buyers using review sites has increased by
13% from just 6 months ago.
Email daily alerts to up to 6 key members of your management team.
New Review Found!
Executive Manager
Assistant Manager
Sales Manager
Body Shop Manager
Parts Manager
Operations Manager
Monitor your competition.
See what share of voice you have in the auto market.
Monitor your Competition
You need to be where your customers are —
find your social audience.
Nearly 1 in 4 Facebook userswill use the site as a resource when auto shopping.
Successful social marketingis about three things:
1 2 3
CustomerService
GeneratingLeads
BuildingFans
Customer ServiceHaving a social media channel you don't
monitor is like having phone lines at your business that are never answered.
Generating Leads
Every day consumers are declaring their intentions on social media…
I’m looking for a new car!
My engine is making odd
noises...Time for
winter tires!
Generating Leads
...and those intentions are real-time leads.
Posting interesting & relevantcontent is key.
And remember to vary your posts.No one would watch a TV channel with 24/7 commercials, so why would they do that online?
Throw in some entertainment!
24/7/365 monitoring of your virtual doorway
Review site listing: claiming positive and negative
responses
2 social posts per week on Facebook, Twitter, Linkedin,
and Google+
Premium visibility claiming, and annual Listing Distribution
service
Listing and citation monitoring
Daily email alerts of key issues to up to six members of
your management team
Login for Reputation and Social Marketing solutions with
DIY services and complete video training modules
OUR 6 MONTH PLAN
