Posts Tagged “data base marketing”

Most discussions about Social Media between automotive advertising agencies and their auto dealer clients center around R.O.I.; or their perceived lack thereof. I accept responsibility for providing proof of my performance. However, I question short term quantitative evaluations that don’t consider the qualitative long term benefits of customer loyalty, satisfaction, retention and residual income derived from a comprehensive marketing plan that includes social media.

A real world example of a vendor that uses conventional and digital media enhanced by an integrated message delivered through social media is Driving Loyalty. Their data base marketing platform relies on a proprietary algorithm that delivers relevant transparent messages on a regular basis. They use emails, direct mail, personalized websites and most recently consulting services that advise their dealer clients to leverage customer generated content on social networks to reinforce the dealer’s online reputation and relationships with their past, present and pending customers.

Relationship based selling is a proven process that has been made more efficient and scalable through the use of social media and the viral nature of social networking. Forward thinking vendors, like Driving Loyalty, embrace the extended reach and frequency provided by customer generated content. They recognize that word of mouth advertising and referrals must originate from like minded customers vs. the dealer with their presumed self serving agenda.

Fortunately, the R.O.I. from social media can be proven when it is properly defined. Increased traffic to websites sourced from social marketing messages, posts by customers on the dealer’s Facebook pages that evidence positive experiences and improve the dealer’s online reputation and even sales and service appointments sourced from social media tracked by analytic tools built into most technology driven sales and service platforms are all verifiable returns on investment.

Next generation social marketing applications, such as Helios being introduced by xChangeAuto, are even providing conversion platforms that reside on Facebook with integrated real time communications to the dealer’s CRM and DMS. This seamless integration between the customer’s social networking habits and the dealer’s sales and service processes provides the first tool with a verifiable R.O.I..

Simply put, social media matters because in today’s internet driven marketplace the customers are in charge. Auto dealers that prioritize their customer’s experience before, during and after their sale or service at their facility will attract and retain more customers. Social media has the unique ability to insert the auto dealer into the conversation that is the market without having to time their message.

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Automotive advertising agencies must constantly reinvent themselves to keep up with consumer preferences. When customers discovered the internet automotive advertising agencies were forced to follow them online.  New tools like web sites, conversion applications to capture customer information, banner ads and S.E.O./S.E.M. strategies were developed to replace radio, T.V., and print production services. 

The result was reduced profit margins for advertising agencies who sacrificed these lucrative products and services in favor of more cost effective online marketing tools to improve the R.O.I. for their auto dealer clients.  More importantly, they improved the customer experience for the ultimate boss – the consumer.  Customers enjoyed their newfound power to find relevant information in this more transparent media and social media was the next logical progression. 

Automotive advertising agencies are once again being forced to adjust the products and services they provide to their auto dealer clients as consumers find friends on social networks that they trust more than the auto dealers that followed them online.  Forward thinking agencies recognize that social marketing provides efficiencies in production and distribution to deliver more relevant and transparent messages for their dealer clients and they are embracing this new media.  Unfortunately, more conventional agencies are having a hard time accepting their loss of control of the message and they risk becoming irrelevant in an increasingly consumer controlled market. Read the rest of this entry »

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