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Jared Hamilton
From: Jared Hamilton
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Jim Bell

Jim Bell Performance Manager

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Taking Twitter to the Next Level

I have written about this before, but I felt the need to do it again due to an experience we had the other day on Twitter.  I was going through one of my Twitter timelines on my personal Twitter account and noticed someone that I follow asking about repair shops in the area.  There was a conversation going on with her and another person in town and she was about to make an appointment with the service department that was recommended to us.  I chimed in from my personal account to try us out.  We have been known to save people money over the independent shops.  I then started tweeting from the dealerships Twitter account to her since she knew that I was the one actually tweeting to her. 

Through several tweets, we were able to set the appointment, and hopefully made a customer for life.  She said that she is going to be in the market for a new vehicle in the next 6-12 months.  After a few tweets, we set the appointment, she came in, and she ended up having a $350 service done on her vehicle that was needed.  (And we got cookies from the customer out of the whole deal.)

So what are you doing with your social media?  Are you actively going out and looking for customers on Twitter?  If not, I would suggest you do.  Do some local searches on Twitter for different keywords and interact with those prospective customers.  Search for car, oil change, service, tires, etc.  You may have a customer sitting in your backyard tweeting and you just may not know about it.  Get creative and you may just find a customer sitting at a Jiffy Lube or getting ready to make an appointment there and conquer the market!

 

 

 

 

Eric Miltsch
Jim, Great stuff. It doesn't take that long to position yourself & your dealer's twitter presence within your market(s). Twitter as an acquisition strategy honestly takes time, but it can happen. However, twitter as a listening tool has helped raise our customer service to new levels.
Jared Hamilton
Many people make the mistake of thinking that social media is about building a community. This is wrong. What you so plainly showed us is that social media is about being PART of a community. Not owning one. The low hanging fruit is to get involved, with a personality, and participate in the communities that already exist. Everyone wants their facebook page to be the place everyone hangs out. Everyone wants the blog everyone comments on. Etc... those are both valuable, but first shouldnt you ask yourself what you can do to serve the community that has already gathered? Fantastic post, and example for us all jim.
Jim Bell
Thanks Jared. I actually had another experience on the other side with Twitter yesterday as a customer. Some companies get it, and some don't. I'm impressed when one of the biggest companies is on it and gets it. I think it all stems from the whole Delta incident and companies have to be all over social media and be quick in their reactions and how they handle things.
Jeff Cryder
Fantastic article Jim. Jared your point hits on social 101 "Join and add value to other's communities before you expect them to join your own".
Jim Bell
I think a lot of companies will say, hey I got to set up a Facebook page or a Twitter account and they just scratch the surface with it. You have to think outside the box and actually engage with people on the sites, and not just join them.

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