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Jared Hamilton
From: Jared Hamilton
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Jim Bell

Jim Bell Performance Manager

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Social Alert!!!

We all know that we have to have a handle on Social Media these days to watch what people are saying online about us as a business.  Yesterday, I did my 4square check in at a local establishment and pushed to twitter mentioning Ed, as he likes to frequent McDonalds on occasion on 4square.  Ed had responded where he was eating through twitter.  Within minutes, Chili's responded to Ed and myself. The one thing that took me back was that Ed didn't mention @Chili's; He just said that he was there.  Chili's engaged immediately with "Thanks for coming in! Hope you enjoy your lunch!"

chilis

 

One thing that we all as dealers can learn from this that we have to make sure that we all have alerts set up when 'your dealership' is mentioned.  There are several tools out there to do this.  When someone wants to rant about a bad, or good experience, we can engage sooner than later.

We all have to remember that being involved in social media is just that.  We have to be social and engage with the customer via these medias.  Customers like to be vocal and this is a place where they feel they can vent or praise someone to a large group of people. This is where our customers are and we have to be there as well and not just be posting links to inventory pages. (Yes, dealers are still doing this.) 

What have you done to stay engaged with the customer via Facebook and Twitter and what are your successes?

Ed Brooks
I was shocked and very impressed when @Chilis joined our conversation on twitter. I used to be a huge fan of MickeyD's (hence the salad at Chili's - part of my "lifestyle change"), but I never got a whisper from @McDonalds.
Jim Bell
It was VERY impressive to see them hop in on the conversation.
Joe Webb
I love that Chili's got engaged. It just shows the benefit of corporations listening. I may very well go to Chili's today for this reason. As a similar example to companies listening, I have a Twitter account that no one knows about (that I use solely for my depraved comedy and horribly-offensive quips - don't try to find it). A while ago, I made a joke about oxycontin and within minutes, 5 oxycontin-focused companies reached out to me offering addiction-treatment or counseling. While it was obviously a tongue-in-cheek joke, I know am followed by multiple drug-treatment companies. Now, I don't do oxy, but if I ever had the urge to, I could easily seek help from one of my supportive Twitter followers before making that error in judgement. :)
Jim Bell
What amazes me is that large companies like this Hilton, and ATT will engage early on after a tweet is sent. They definitely have things set up right. It is something that all dealers should strive for.
Vicki O'Neill
This is very impressive, Jim! Chili's is on their game when it comes to their online brand mentions and monitoring. Their quick engagement beyond the initial tweet, was pretty impressive. By getting involved in the conversation, their brand reached near 6,800 peeps (collective followers for Cliff, Jim and Ed) plus their 71,800 followers. Very little effort, no cost resulted in a lot of exposure. Great example of how getting involved in your brand's conversation is important. I post select (OK, very few) Foursquare check-ins on Twitter but am going to engage in this exercise for the next week and see who engages with me. Joe - I searched for your alias...to no avail.

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