As a recap from last week, we established the importance of starting to build Social CRM for your dealership. I feel there was some great conversation on how to get started; thanks for all the great comments! Today we are going to dive in to the steps necessary to get it off the ground. This is such an exciting time for the automotive industry and the potential for leveraging this new Social CRM can pay huge dividend for your dealership-- if you take the necessary steps to succeed. Before I dive into the details, I want to share an analogy to help understand the connection between sales and social media.  When I was just getting started in the biz over 18 years ago, I remember a salesperson named Warren who continued to outsell everyone each month (35-45 units), yet he rarely took floor ups. His secret was his old rolodex that he constantly referenced as a gold mine for potential vehicles sales. Some where pre-existing customers, others were people he had met through everyday life. Most people meet others and never think about building a relationship. Warren was the opposite; each person he meet would be a connection for life, whether they bought from him or not.  If I ever needed anything, Warren knew a guy, and he would help me (or any of the other salespeople (AKA) his competition) improve their own sales business at the dealership. He was a great man who befriended everyone he met. I think we could all learn a lesson from Warren's playbook. We live in a world of exponentially changing times, and tools like Facebook and others allow us to connect with more people, faster than ever in the history of time. Leverage it, embrace it, and build your sales future.  Now, let's get started!

1. Set up your own Blog. My suggestion is WordPress.com but if you have more time, you can set one up on WordPress.org which will allow you more control and flexibility. Next, you need ideas to write about, so set up an RSS feed to scan news and articles that are relevant to the automotive industry, with a consumer slant. I would also set up TweetScan to scan for Twitter posts that might be relevant as well. Setting up Google Alerts will also let you know when key terms are mentioned online. An example would be "ActivEngage" as a key term; any time ActivEngage is mentioned, you will get a link in your Google Alerts folder, keeping you on top of the latest developments for ActivEngage. These tools will give you a constant stream of information that you can use to join the conversation by commenting on other people's stories, and also linking back to your own blog. The most important part is to establish yourself as a credible person who enjoys sharing information that is relevant to the topic at hand. Blogging can be fun, but it does take time and effort. I know a lot of people in dealerships don't have the time, but if you can make a little time it will go a long way to impact your long-term personal sales.
2. Set up a Facebook account for yourself and create a Fan page for your dealership. Remember the do's and don'ts from the previous post. This seemed to be a hot topic last week, but the underlining message seemed to get lost. The message was simple: just get involved, whether 5 minutes per day or 5 hours. The key is that you can build a network of potential people to do business with in the future using social marketing.
3. Set up a Twitter account. This will allow you to connect and interact with the world, 140 characters at a time. You can post information about specials, events, tent sales, etc. and also build a following of other tweople. Yes, I said tweople. You can use a service like Twellow, a search directory, to find individuals on Twitter who are in close proximity to your dealership. I still haven't found all the best ways to use Twitter for automotive sales, but it is a great way to distribute information and link Twitter followers to your Facebook and blog accounts. I also like how some of the automotive people I am following are linking more pictures and videos, rather than just 140 characters of text to the their messaging.
4. Create a LinkedIn profile and group. This is a great business Social Media platform that you can use to message groups and individuals who are similarly business minded. I have also found this to be a great tool for recruiting and hiring. In addition, it's a great place to network with other automotive industry people and get reviews and information about industry vendors. Using LinkedIn can really help you to build a network of local business people.
5. Begin to use online Press Releases to create buzz about your dealership. Now, to make this strategy work you need something that is buzz worthy and I could dedicate a whole blog post to coming up with ideas for that. The great thing about online PR is distribution and links back to your blog and website. Within a short time, you could have thousands of links driving traffic to you for a very small cost. This also helps create backlinks.
6. Promote your Social Media platforms everywhere. Make sure they are in all your signature files for outgoing email. Put them on your website with links so people can connect with you. Any place you market online, make sure you offer a way to connect with your blog, FaceBook, Linkedin and Twitter accounts. A key to delivering results using Social CRM is cross pollinating all your Social Media platforms by creating links from each of them to the others.
7. Gauge your Social Media impact on a monthly basis by measuring your blog traffic, how many new Twitter followers you have, how many new people are you connected with on Facebook, etc. Your job in Social CRM is to grow your networks every single month. You will be amazed at how fast it can work for you if you do it right.

Happy Chatting! -Todd

Well, they are not really diabolical but I needed to grab your attention somehow. Today I want to share with you some of the most important tips that we teach our professional chat reps at ActivEngage.  We have found these 5 tips very effective to manage online conversations and move website visitors through a shopping process.

1.  Offer the right message at just the right time- This means understanding your shoppers and then offering them relevant conversation based on: where they came from, what keywords they used and what pages they have visited on your website. If they have visited your site more than once, then you should also look at previous click paths and any previous chats.  By understanding your shoppers' mindsets, it is much easier to deliver information that they will find useful. 

2.  Get control of the conversation fast- Similar to handling a phone up, it is critical that you take control of the chat by asking questions. The key to online chatting control is your ability to ask questions that matter to the shopper, in a quick and engaging manner.

3.  Build rapport through gifting- We find gifting critical to building a valued relationship with website shoppers. When a shopper asks for something give it to them, plus a little extra.  This may take a bit more thought and time, but giving a little extra goes a long way when trying to establish trust and communication.  The payoff is worth it!   

4.  Move the conversation- Having the ability to move a shopper from one page to another sets the stage for a well crafted sales process. It also creates movement and dialogue, which allow you to walk your website shoppers through your sales process.

5.  End it with a commitment- If you are doing the chatting yourself, then the logical place to end a chat is with an appointment or a scheduled follow up phone call.  At a minimum, leave every conversation with the shopper's name, email, phone number and the product of interest. This way, even if the shopper is not ready to commit right now, you can continue to follow up with them. 

As with any communication, the more customized the message, the better the reception and results.  It's all about using business intelligence to understand shoppers' needs and personalize communication.  Do you have similar tips and/or experience?  Please share! 

Todd Smith
www.activengage.com
P: (800) 775-7358 x9200
F: (877) 900-7222
C: 321-662-7800
E: todd@activEngage.com
Follow Me On Twitter:  http;//www.twitter.com/toddlearsmith
Connect With Me On Linkedin: http://www.linkedin.com/in/activengage

 

Most of you know that I have been involved with social media from pretty much the start; I always make sure to stay ahead of innovation for both personal and professional benefits.  I have also helped many dealerships and OEMs leverage new media and technology to stay ahead as well.  I recently decided to leverage this knowledge for a personal issue that I have been dealing with for almost a year now with the city of Orlando.  Don't you just love dealing with big, political bureaucracies?      

I decided to take our issues to the Internet and see if we could get some response. Being in the technology industry, I felt this would be the perfect social media experiment. Could the Internet really help to call attention to public policy that needs reform? The Internet & Twitter were driving forces in President Obama’s campaign, could it work to help us keep our deck? It's worth a shot.  

The situation is simple: we have a deck that doesn’t meet current city deck code. Others in our immediate neighborhood have similar, if not exactly the same, decks and all of them received variance.  When it came to our variance hearing, however, we were denied out right. How is that possible? Because the criteria that determines receipt of a variance is completely subjective and is ultimately up to one planner who makes the decision-- without ever actually seeing the deck in question.

Here is the site I created to publicize my plight: http://orlandopermittingsucks.com/

We don't mind paying a fine or signing a hold harmless agreement, but please don’t make us remove our beautiful deck.  We still don’t even understand how other Lake Highland residents, including Lake Highland Prep, were able to recently build similar structures, but when it came to our deck we have been denied again and again. For what purpose? Are the Orlando City planners exacting revenge, because we didn’t follow their process correctly?  We don't know! 

Since the site went live about a week ago, traffic to our blog has been great and we are already starting to see people commenting almost daily.  (It really helps to understand SEO best practices when you set up a website!  In less than a week our site had top rankings for key search terms.)  The real goal is to try to get a message to Mayor Buddy Dyer and our District 3 City Commissioner Robert Stuart: every citizen matters and throwing us through a system that is so slated for the city to win over any case is not justice. I think it is almost criminal.

The point is, use social media to be heard, to get your story out to others.  This totally applies to your dealership.  Tell your story and connect with consumers directly online.  Use social media to let shoppers get to know you and your dealership on a more personal level.  And the price is right with social media: free!  You must take into account the amount of time involved, because it is significant to do it right.  You can't just "set it and forget it" because interactivity is a component for success.  Instead of being scared or mystified by social media, get out in the virtual world, learn about it and start levering it for your dealership.  Build online communities at your dealership website, on FaceBook and Twitter, for starters.

Will social media help save my deck?  I sure hope so!  What do you think?  Have you had similar experiences?    

Todd Smith
www.activengage.com
P: (800) 775-7358 x9200  
C: 321-662-7800
E: todd@activEngage.com
Follow Me On Twitter:  http;//www.twitter.com/toddlearsmith
Connect With Me On Linkedin: http://www.linkedin.com/in/activengage

 

I have recently fielded questions about the best methods to handle pre-owned inbound phone leads and have proven ideas and a script outline below.  A well thought out and rehearsed script can help even the best sales person get more contact information and schedule more appointments.  Any personnel fielding phone calls should have the script down pat.  The key is having a proven process to ensure consistent results from inbound calls.  And the script has got to sound real and engaging; nothing turns people off faster than someone reading to them over the phone.  Anyone taking calls should be required to have the script memorized.  Test them to ensure this!         

The goals for all calls should be 1.) qualify the shopper, 2.) get contact information and 3.) set an appointment.  I can tell you from years of experience, most calls are not this structured and frequently end without capturing any of this information.  Here is a basic script that can be used as a starting point for your dealership. (It's not completely original, but I think it stresses the points well.) 

Sample Pre-owned Inbound Phone Up Script
Hello, this is ___________. How may I assist you today?

That's a great car.  I can check on that for you.

What type of equipment are you looking for? (This is a qualifier question we don't ask enough.)

Any other equipment like _________, or _________?

What is the price range you’re trying to stay within?

Great!  I will check on what’s in stock and what’s coming in the next few days as well. It should only take about 15 minutes.

Are you calling from home or work?

What’s the best number to reach you? And who should I ask for? Could you spell that please?

Actually, rather than call you back, my manager just walked by. He will know about these off the top of his head.  Can you hold for a second? (This is a powerful control point that allows you to regain your thoughts before returning to the call.)

Mr. or Mrs. __________________, I’ve got great news.  We have both __________ and _______________, like you’re looking for. (Since you opened their range from the single vehicle they called about above, you now can present more options.)
 
What is a convenient time for you to stop in, right now, or later today? (Giving only two choices is easier for the shoppers mind.)

I have opening in my appointment book for (time) or (time).

Do you have a pen handy?  My name is _________, and my direct number is ____________. I have penciled you into my appointment book for _________.  Please call me on this number if you think you’re going to be early or late. (Making the shopper write down the information solidifies it mentally, which helps increase appointment shows.)

Make certain that any person who takes a call is prepared. This means they have a pad and pen right in front of them to write down important information about the shopper. They also should not be multi-tasking during a phone up.  Focus and attention get the appointment; multi-tasking gets you nothing.

Interestingly, our live chat team employs the same techniques as above to capture information from shoppers who chat at the dealership website.  It is no wonder we achieve an almost 90% data capture rate for contact information from the website shoppers. 

Do you have a proven script you can share?  What has been your experience with phone or other scripts?  Please share! 

Todd Smith
www.activengage.com
P: (800) 775-7358 x9200  
C: 321-662-7800
E: todd@activEngage.com
Follow Me On Twitter:  http;//www.twitter.com/toddlearsmith
Connect With Me On Linkedin: http://www.linkedin.com/in/activengage

 

Most of us increasingly hear the term "business intelligence" thrown around in the automotive industry.  It sounds important, doesn't it?  But is it?  And what does it really mean for your dealership? 

In general (after you strip away all the jargon and BS), business intelligence simply means that you are not only collecting relevant data about prospects and customers as they move around your website, but also accurately analyzing and using that data to personalize your communication and interaction with those shoppers.  In its broadest sense, it's as simple as that.  While the definition may be easy, what needs to happen behind the scenes to collect business intelligence data is by no means child's play.  Further, successful incorporation of that information into real-life communication with consumers can also present challenges.  Let's talk here more about properly using the data, rather than properly collecting the data.  (The technology behind the scenes is highly specialized and best left to highly trained IT professionals.  Plus it can be really boring!) 

Current technology allows us to gather almost unlimited data about consumers.  We can (or should be able to) see where they were before they came to our website.  We can see what search terms they used to find us.  We can see the links that they clicked on to reach the website.  We see can what pages they view at our site, and for how long.  The list goes on and on and expands continuously as technology advances.  So what?  Merely collecting this data will do absolutely nothing to increase your dealership's business.  In fact, without proper analysis and use, the data is meaningless.  The data itself is not business intelligence.  The data + the analysis + the proper use = business intelligence = increased business. 

We can use a simple live chat business intelligence example to discuss what this means in real life for your dealership.  So, a consumer is on your website.  You can see the consumer there and watch their behavior for what brought them to you, both before they arrived at your site and while they are on your site.  You know for example, that they found you from a Google search for the term "2009 Nissan Altima Coupe Orlando."  They then clicked on your ad that appeared from the search.  Once they arrived on your site, they configured three of these new vehicles and also viewed details for three 2008 Nissan Altima Coupes.  Armed with this data, you can now proactively approach them while they are shopping on your site, with a customized offer to help them based on their needs. 

This is a much more effective way to convert the shopper into a lead (and ultimately a sale) than merely greeting them with a generic message such as, "Hello, I am here to assist you if you have any questions or need any help."  You can now greet them with a personalized message such as, "Hello.  I noticed that you are interested in Altima Coupes.  Did you know that we currently have a special offer for our remaining 2009 models?  Here are the details about the special and the vehicles we have in stock…"  And it's not just about pushing the page to them.  You can also redirect their current browser to show them more detailed vehicle information, thereby creating a personalized, concierge shopping experience.     

This communication takes advantage of true business intelligence and will generate infinitely more leads than a generic message.  Using business intelligence allows you to demonstrate that you understand their needs and that you are attempting genuinely assist them (and save them money!), rather than merely bother them on your site.  This is the power of combining the data and the proper usage of the data, technology plus a trained human being!  This is what increases business.  

This is just one example of leveraging business intelligence, similar to the Black Book example I wrote about a couple of weeks ago.  What similar examples can you share?  Please comment! 

You can also learn more about live chat business intelligence by downloading the new Live Chat Buyers' Guide.  It's free and unbiased!  

Todd Smith
www.activengage.com
P: (800) 775-7358 x9200  
F: (877) 900-7222
C: 321-662-7800
E: todd@activEngage.com
Follow Me On Twitter:  http://www.twitter.com/toddlearsmith
Connect With Me On Linkedin: http://www.linkedin.com/in/activengage 

True story: I was on the phone with a dealer this week and he said he wanted to change the way the dealership handled live chat on the website.  He said he wanted to stop giving out detailed vehicle and other information and curtail the process of getting shoppers' contact information to continue communication via email and phone.  He said, "We just want to tell them to 'come on down to the dealership.'  I was floored.  I thought about my response and the dealer was a little confused when I told him he was a bank robber.  A bank robber goes into a bank where he has no money and demands money.  He has given nothing, made no deposits and yet expects the money.  This is exactly what you're doing if you still expect to gain shoppers' business without investing in the relationship and starting it online.  

Listening and responding to shoppers' queries is more important than ever, and your website offers one the easiest, most cost-effective ways to "listen" and respond to your customer and prospect needs.  This is 2009 and that old way of doing business is long dead.  You must give shoppers what they request online, or they will find what they're looking for at one of your competitors.  Quite simply, people today have unparallel access to information and services (including vehicle prices!) for the old method to fly any more.  You must make the investment in the relationship before you expect to get anything in return.  You cannot just say, "come visit the dealership" and expect to get people to do what you say.  WOW them with your personalized service and you will get their business and their loyalty.  And a lot of them will tell others about the experience.    

The same bank robber analogy goes for email and other lead management.  For example, I just received an email solicitation from a company I don't remember ever hearing of and I have no idea how they go my email address.  That's a little annoying, but not that big of a deal.  BUT, when I tried to opt-out of the mailing list, I got mad.  They had one of those impossible (possibly fake) opt-out systems and I ended up spending about 10 minutes just trying to figure out how to get off the freaking mailing list that I never signed up for, and wasn't really even relevant to my needs.  They tried to rob me, and they were quite successful at robbing me of some of my valuable time.  They clearly did nothing to understand me and merely tried to force themselves on me.  That just doesn't fly anymore.  You can't be a bank robber anymore and expect most people to give you their money.  Now I know that company's name by heart and would NEVER do business with them because they robbed me online.  

You've got to develop and invest in relationship building, starting online, by giving people what they want at your website.  And in many cases, this means accurate vehicle prices.  And research shows that most consumers aren't merely looking for the lowest price, but rather a competitive price.  Make sure you price competitively, and then woo them based on your level of service and understanding of their needs.          

We don't hear that much about bank robbers anymore because it's just about impossible to rob a bank today.  They are a thing of the past and method that doesn't work anymore.  Now ask yourself, am I still trying to be a bank robber?

Todd Smith
www.activengage.com
P: (800) 775-7358 x9200  
F: (877) 900-7222
C: 321-662-7800
E: todd@activEngage.com
Follow Me On Twitter:  http;//www.twitter.com/toddlearsmith
Connect With Me On Linkedin: http://www.linkedin.com/in/activengage

Okay, almost everyone agrees that there were too many domestic dealerships and that something needed to happen to reduce the number, and it probably should have happened many years ago.  The problem was created when the domestic OEMs were passing out dealerships in the 60s and 70s with the thought that, like McDonald's, the more locations you have, the more you will sell.  This model stopped working a long time ago and some may argue that it was never effective.  Again, some dealerships have needed to go for a long time, not just due to recent economic conditions. 

With all that said, WTF happened to the criteria that ended up being used to decide which dealerships to eliminate?!  As we all know now, the decision wasn't based solely (or possibly even largely) on the financial health of the dealerships.  Every day we're hearing more stories from profitable dealerships that received termination letters.  As a business person, car guy and capitalist, this is beyond all reason to me.  And it leads me to believe that the elimination criteria may have been set up in a reverse fashion.  This could mean, for example, that whoever made the decision first looked at the dealerships that they wanted to eliminate, then determined what they all had in common, and THEN set up the elimination criteria based on those shared traits.  They could have let the market decide which dealers remain, but they fixed the deck and now some highly viable dealerships are being punished. 

They could have established agreed upon financial criteria and then let dealerships compete over a set period of time, say a year.  Whoever came out on top would stay, and those on the bottom would go.  But they didn't, they used some magic formula that no one will probably ever be privy to.  They could have let dealers fight it out and the strongest would survive, but instead the OEMs made the decisions, not the market place, using subjective criteria. 

And what will be left for the dealers who remain?  In the short-term it's quite possible that they will suffer from brand diminishment as the dealers who were eliminated scramble to get rid of their inventory in any way they can.  Most people won't be buying from the dealerships that survive and try to operate their businesses in standard fashion.  No, they will probably be buying from the dealers who will do or offer anything they can get rid of their vehicles.  This is exactly what happened to GM after 9/11 when they offered employee pricing.  They will inflate sales in the stores only to pull people forward creating a false sales market.  After the big rush of employee sales what happened in most dealerships? Crickets… 

It's just a bad deal all around.  Yes, some stores needed to go, but not in this subjective, closed-door way.  Dealers are a resilient breed, however, and will figure out how to move forward.  The economy will get better and the market will get better.  And the best thing for our industry is that people still need cars, lots of them.  They may be delaying longer now, but they will ultimately return to the dealership to make a vehicle purchase.

Todd Smith
P: (800) 775-7358 x9200
F: (877) 900-7222
C: 321-662-7800
E: todd@activEngage.com
Follow Me On Twitter:  http;//www.twitter.com/toddlearsmith
Connect With Me On Linkedin: http://www.linkedin.com/in/activengage

www.ActivEngage.com

Your responses to leads can make or break the deal with prospects.  Customization and personalization send clear signals that you are listening and that you care.  Creating your responses based on the specific information that you have, such as the lead source, will give you a much higher response rate.  It does take more time, but the investment in quality pays off.                        

For example, Black Book offers you a unique way to follow up and engage leads. You know that the shopper is trying to find the value of their trade in, which is a definite sign they are serious. This offers you a great opportunity to personalize either the email or phone call with the shopper, instead of using the same canned response you give to all the other Internet ups. Focusing on the value of the trade and the trade in process can help you leverage what they already went through online to get their trade value. Leads coming from tools such as Black Book really offer the ability to create a much more personal, one to one conversation. Yet I find most stores not using this opportunity effectively.

Here's an example of how you could customize your response:

"Black book was a great first step, Mr. Shopper, in trading in your vehicle.  I would like to thank you for going through our online steps and now would like to set up a time for you to bring your vehicle into the dealership.  Our pre-owned vehicle investment team can give you an extended Black Book Retail dealership pricing report. This report will be an exact value your vehicle, instead of a range, to give you the information you'll need to decide if purchasing another vehicle makes sense to you.  Would later today to tomorrow work better for you?"

I just think we are missing a great opportunity to position these leads uniquely and to give the shopper a great experience from Black Book lead submittal, to driving away in a new vehicle. 

This is just one example of leveraging client intelligence to create personalized, more effective messages.  Investing the time to customize and demonstrate your understanding of their unique situation yields great results.    

Thoughts?  Other examples? 

Todd Smith
P: (800) 775-7358 x9200
F: (877) 900-7222
C: 321-662-7800
E: todd@activEngage.com
Follow Me On Twitter:  http;//www.twitter.com/toddlearsmith
Connect With Me On Linkedin: http://www.linkedin.com/in/activengage

www.ActivEngage.com

 

There are countless ways dealers can use live chat to help website visitors (and increase lead generation and sales)-- and also some ways it can go terribly wrong.  So why do some dealerships keep making the same mistakes?

I have broken down the main reasons live chat can fail to increase website lead generation for dealers.  We’ll call them the 7 Deadly Sins of Chat. Just think of the movie Seven but without all the scary stuff.

Lust- Loving your customers is great, but take it slow.  Yes, show your customers the love, but don’t be too pushy.  Be friendly, initiate the relationship and ask if they would like to chat.  If they say no, leave them alone.  Don’t keep trying.  If they do chat, but only need a simple answer to a quick question, offer more help, but leave them alone if they say they’re okay.  Also try not to get too personal too fast. Asking a shopper if they want help on the 2008 Chevrolet Equinox that they have view 3 times in two days might be a little scary for the shopper.   

 

Gluttony- Don’t take on more than you can handle.  You must make sure that a trained professional is available to chat at all key dealership hours.  If you can’t manage it from the dealership, then hire an outside firm that can.  Fast responses are key for chat success.  You can’t just ask one sales person (who’s also greeting customers on the floor, answering phone calls and responding to email) to add this assignment on.  It just doesn’t work.  Also, a single dedicated chat agent can only handle so many chats simultaneously.  If agents consistently receive more than 3 chats simultaneously, it’s time to think about adding another agent. 

Greed- Don’t “go for the kill” immediately.  Listen to what the site visitor is saying (typing).  Try to really understand what they need and then do your utmost to help them.  You can (and will) get their contact information after you have helped them, but give before you expect to get.  Think of this as banking: you need to make a couple of deposits before you make any withdraws. Asking too soon on chat is just the same as being too pushy on the phone, in email or in person: it makes people uncomfortable and drives them away. 

Sloth- Adding a “click to chat” button to your website and deploying the software behind it are easy, and you can even do that for free.  Merely doing this will not get your dealership more leads.  And forget having any kind of canned or automated responses.  A live person must be available to assist website visitors at all key dealership hours, period.  In fact a “set it and forget it” approach will do damage because shoppers get very irritated if they think live chat is available but no one responds to them. Having chat available yet no one is there to respond is worse than not having it at all. This comes down to managing shoppers’ expectations.  

Wrath- People ask dumb questions, even smart people do sometimes.  People can be irritating.  People can p*#s you off.  But, there is absolutely no room for irritation, sarcasm or anything other than positive and friendly responses to all customer queries.  Again, the rules of engagement are the same as the phone, email and in person.  No snarky comments allowed—even if they get snippy with you! Remember Ritz Carlton’s motto, “We are Ladies and Gentleman Serving Ladies and Gentleman.”      

Envy- Some dealerships will always be doing better than you and some will always be doing worse than you.  Who cares, just do the best you can, be smart, follow best practices and you will increase your website lead generation with live chat. Chat takes work to develop good chat processes.  Just like anything, take it one step at a time.    

 

Pride-  When the new leads start coming in, don’t get too cavalier about it.  You can always be doing more and doing better.  What is working today may not work tomorrow, or the day after that.  Keep on top of changes and make sure you’re always staying ahead of the game.  The rate of change continuously increases, make sure you keep up with it.  In this day and age, there is no “resting in your laurels.”   

Call me to talk more about chat or visit www.activengage.com to learn more.  Inspiration for this blog came from Seven Deadly Sins of Social Media.  Check it out! 

Todd Smith

ActivEngage Co-founder

(800) 775-7358 x9200