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Jared Hamilton
From: Jared Hamilton
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Ketty Colom

Ketty Colom Digital Marketing Specialist

Exclusive Blog Posts

10 Things in Sales that will Never Change

10 Things in Sales that will Never Change

Here is my take on 10 things that will never change in Sales.  When you have a clear understanding of how these 10 things work, you'll undoubtedly…

Are You Selling Service Contracts in the Lane?

Are You Selling Service Contracts in the Lane?

Several dealers reported record months in the service drive. With a record number of RO’s hitting the lanes each day, it is a gold mine for selling s…

Women in the Dealer Workforce: Where We Are & Where We Can Go

Women in the Dealer Workforce: Where We Are & Where We Can Go

It’s no secret that women make up a small portion of the dealer workforce and turnover among women is high. By not attracting and retaining women in the …

Car Subscriptions - Q and A with Bill Playford

Car Subscriptions - Q and A with Bill Playford

I had the chance to interview Bill Playford about car subscription services, and how they're going to change the marketplace. Take a look what this ins…

Be The Exception

Be The Exception

How brilliant marketers find and follow what makes their stories different in a world full of average content DrivingSales is excited to announce th…

The Rise of Social Care

social media customer serviceAre you incorporating social media into your customer service strategy? If you’re not doing so yet, your customers are already doing it for you. “Customers are turning to social media for customer service, whether you want them to or not,” cautions NM Incite’s 2012 State of Social Customer Service Report. Dubbed “social care,” this trend is escalating rapidly. 

What did this report reveal?

  • Nearly half (47 percent) of all consumers surveyed by NM Incite have used social care.

  • Although rates are highest among 18- to 24-year-olds, social care is pervading even the oldest generations, with some 30 percent of those over age 65 having used it.

  • One-third of customers would prefer to engage with customer service representatives via social media rather than by talking on the phone.

  • Of those who tap into social care, just 37 percent say their issue was resolved quickly. And 10 percent say they never get a response from companies at all.


Now, let’s take a look at some best practices for your dealership when implementing customer service on social media channels:
 

  • Presence: be there for the customers when they need you.

  • Discussion: provoke interactions and build relationships.

  • Responsiveness: don’t make people wait for each answer.

  • Honesty: acknowledge your mistakes, show you deserve to be trusted.


 

One negative comment about your dealership on social media wipes out the effect of previous positive comments. Make sure your social care is meeting you dealership’s customer service level standards. 
 

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