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![Page 1: Tackling Reputation Management ListeningMeasuringEngaging 73% of consumers said they would be likely to use dealership reviews and rankings for future.](https://reader036.fdocuments.us/reader036/viewer/2022062716/56649ddd5503460f94ad4b99/html5/thumbnails/1.jpg)
Tackling Reputation Management
Listening Measuring Engaging
• 73% of consumers said they would be likely to use dealership reviews and rankings for future vehicle purchases. 2007 Dealer eBusiness Performance Study, Cobalt (Y! and R.L. Polk)
• 21% of consumers have switched dealerships because of reviews 2007 Dealer eBusiness Performance Study, Cobalt (Y! and R.L. Polk)
• 1 star increase on YELP can produce a 5-9% increase to revenue 10/5/2011, Harvard Business School
![Page 2: Tackling Reputation Management ListeningMeasuringEngaging 73% of consumers said they would be likely to use dealership reviews and rankings for future.](https://reader036.fdocuments.us/reader036/viewer/2022062716/56649ddd5503460f94ad4b99/html5/thumbnails/2.jpg)
Ford’s 2010 Reputation Management Checklist
1. Create a Facebook page for the dealership
2. Create a Twitter account3. Create a YouTube account and upload a
30-60 second “why buy here” video tagged with your dealer name
4. “Claim” your business on Google Maps, set hours
5. Set up Google Alerts to track brand mentions
![Page 3: Tackling Reputation Management ListeningMeasuringEngaging 73% of consumers said they would be likely to use dealership reviews and rankings for future.](https://reader036.fdocuments.us/reader036/viewer/2022062716/56649ddd5503460f94ad4b99/html5/thumbnails/3.jpg)
2011 Reputation Management Checklist
1. Encourage Facebook “Likes”, Google “+1’s”2. Reply to Twitter and Facebook feedback3. Respond to Google reviews4. Create and claim Google+ business page5. Claim your FourSquare
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![Page 5: Tackling Reputation Management ListeningMeasuringEngaging 73% of consumers said they would be likely to use dealership reviews and rankings for future.](https://reader036.fdocuments.us/reader036/viewer/2022062716/56649ddd5503460f94ad4b99/html5/thumbnails/5.jpg)
Why does Google Matter?
1) Search 2) Mobile 3) Social (Google+)
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Google Maps Reputation Management
Post
Monitor
Respond
![Page 7: Tackling Reputation Management ListeningMeasuringEngaging 73% of consumers said they would be likely to use dealership reviews and rankings for future.](https://reader036.fdocuments.us/reader036/viewer/2022062716/56649ddd5503460f94ad4b99/html5/thumbnails/7.jpg)
Google+
• 62 million strong (12/13/2011, 625,000 / day)• Google still top two search engines• 700,000 Android activations / day December 2011, Andy Rubin Google VP
• Sign up for Google+, have employees “+1” your links• Website• Review Sites• Ads• Videos
• Add the +1 button to your website• Send bulk to customers with @gmail.com to +1 and post review
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Why Does Facebook Matter?
+800 Million People Twice as much time spent then Google
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How to Respond to Inquiries
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- Can add a location without postcard / phone verification- Incentives based off activity- 4,584 customers have “checked in” to Twin Cities Ford contacts
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2012 Reputation Management Checklist
1. Branded Facebook, Twitter, YouTube page with content
2. Social integration to your website (+1, like, share) for search and relevancy
3. Strong review strategy