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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!"
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?