1. Reputation Management: The Internet Doesn’t Forgive and Forget
Dan
Dan Malloy | Naked Lime Marketing | Product Manager |

2. Reputation Management
Reputation is Key
78% of online Americans aged 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 is not enough to keep you in front of your online reputation
Dan Malloy | Naked Lime Marketing | Product Manager |

3. Reputation Management
Reactive Process
Monitoring for online mentions
Monitoring for reviews on third party sites
Responding to reviews
Dan Malloy | Naked Lime Marketing | Product Manager |

4. Reputation Management
Proactive Process
Follow-up 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:
signatures
Website
campaigns
Dan Malloy | Naked Lime Marketing | Product Manager |

5. Reputation Management
Social Media
80% of shopper consult social media
62% cited Facebook as best channel
12% Pinterest
11% Twitter
Dan Malloy | Naked Lime Marketing | Product Manager |

6. Reputation Management
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
Customer reviews and Testimonials
And much more…
Dan Malloy | Naked Lime Marketing | Product Manager |

7. Reputation Management
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
Dan Malloy | Naked Lime Marketing | Product Manager |

8. Reputation Management
Survey s
Common concerns about follow up s:
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 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 CSI surveys and have been shown to increase CSI scores
Dan Malloy | Naked Lime Marketing | Product Manager |

9. Reputation Management
Follow Up Survey s
CSI Surveys
Dealership branded, short surveys sent within 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 experience
Impact to CSI surveys can be monitored
OEM branded, longer surveys sent about days after a sales or service transaction
Measures multiple aspects of customer’s dealership experience
Provides data to allow dealers to make process improvements
Survey response rates are monitored monthly
Dan Malloy | Naked Lime Marketing | Product Manager |

10. Reputation Management
Survey s
Dan Malloy | Naked Lime Marketing | Product Manager |

11. Reputation Management
Survey s
Dan Malloy | Naked Lime Marketing | Product Manager |

12. Reputation Management
Survey s
Dan Malloy | Naked Lime Marketing | Product Manager |

13. Reputation Management
Response Handling
We’ve all seen how poorly customer feedback can be handled online…
Dan Malloy | Naked Lime Marketing | Product Manager |

14. Reputation Management
Response Handling
And we’ve all seen examples of how to properly handle responding to customer feedback online…
Dan Malloy | Naked Lime Marketing | Product Manager |

15. Reputation Management
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 interaction
Maintain positive relationships
Engage current and potential customers
Dan Malloy | Naked Lime Marketing | Product Manager |

16. Reputation Management
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
Improved review site ratings
Increased referrals
Dan Malloy | Naked Lime Marketing | Product Manager |

17. Reputation Management
Response Handling
Dan Malloy | Naked Lime Marketing | Product Manager |

18. Reputation Management
Recap
Key ways to increase customer satisfaction, loyalty, and overall dealership success:
Social media management
Customer follow up surveys
Response handling plan
Dan Malloy | Naked Lime Marketing | Product Manager |

19. Reputation Management
Conclusion
People will talk about your dealership
Make sure you’re a part of the conversation, when it happens, where it happens
Dan Malloy | Naked Lime Marketing | Product Manager |

20. Contact Info
Full Name:
Company:
Job Title :
Twitter:
Dan Malloy
Naked Lime Marketing
Product Manager
@danielgmalloy
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