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We are looking for a good reputation management company? Any suggestions?
Jan 28, 2013
We use digital air strike
Katja,Are you looking to acquire more reviews, know when someone posts reviews, or correct some "previous issues?" Have you checked the Driving Sales Vendor Ratings? http://www.drivingsales.com/ratings/categories/reputation-mgt
Katja,"Reputation Management" means a lot of different things to different people. There really isn't a "one size fits all" approach. Can you let us know what specific problems or challenges you are trying to solve? That might help a community member make a good recommendation for you. Also, have you checked out the Vendor Ratings section of DrivingSales yet? There is a lot of good insight there too.
Katja,We have been using the Reputation Management from Dominion for the last two years. Our survey response rates have more than tripled. As you know getting Completely Satisfied responses is much more difficult than getting Completely Dissatisfied responses. The Dominion process is not "smoke and mirrors" and they don't over charge like many competing products. The support personnel are professional and prompt in answering questions and concerns. Most importantly they are affluent in "googlespeak" and all things related to google places and google plus.
Jan 29, 2013
We have been using PRIME Response since July. PRIME has helped us improve our online reputation and CSI. Just last week the rep. from our manufacturer asked how we were able to increase our positive reviews across so many different sites (Yelp!, DealerRater, Google etc.) The answer is PRIME. It really is a no brain-er. They have a great back end tool to help you monitor reviews and the feedback reports for negative reviews help you nip any issues before the customer gets the real survey. The emails they send out our customizable and the support is great.
You don't need a Rep Management company if you are doing things right. If you are treating the customer right and ask for the reviews and send them the links, they are generally more than happy to do that for you. Why spend money where money doesn't need to be spent?
Jan 30, 2013
JIm, I would agree with you for your dealership. But, the reality is most dealerships are still behind with their reputation management. We all know how many changes have been made with the review sites and with Google within the past 6 to 12 months. Dealers need to be trained on the importance and need a process to help manage. If you can do it internally than that is great. If not you need to get help because YOUR ONLINE REPUTATION is more important than your CSI(my opinion). To test that theory. When is the last time a customer asked a Salesman ... What is your CSI score ?
Before you worry about hiring a reputation management company, make sure you have processes in place which are going to FOSTER good reviews. A reputation management company can't fix a broken internal process (not saying anyone on this thread's processes are broken), they can't fix flat out bad customer service either. Do customers even know what CSI is? They sure do know what Google & DealerRater are! FWIW, we don't use a "Reputation Management" company either.
We all had to start somewhere and it just came down to process and asking and reading a lot on different forums. We also learned from different webinars that were offered along with automotive conferences. When we came home from DD a few years ago, that was our first plan of action was to get reviews. We came up with a process, and it worked. Dealers just need to come up with a process and make it happen. I feel hiring a company for what we can do is a waste of money and just lazy. I personally don't see a need for dealers to pay for it, but and again, GM is making dealers pay for it whether they need it or not which is just wrong. That's my 2 cents.