Monthly Archives: April 2010

Social Media Addiction- Your Future Market, Your Now Market

I was reading a an article on the Washington Post to show prove an addiction to our Technology in particular Social Media. It was a challenge for 200 university students to be “unplugged” for a 24 hour period. “Researchers found that American college students struggle to function without their media connection to the world.”
It actually wasn’t surprising to me when they all showed the signs of a “drug addict.” Yeah, I know that does sound kind of extreme, but we’re talking about the uneasy feeling and anxiousness from being disconnected to the world. But, then again when something is so commonplace and it’s taken away from you of course it would be hard to get by without it.
Read the story for yourself.
What I really pulled from this story is what I sing to choir about everyday. The future, and the right now car shoppers aren’t addicted to when that next newspaper will be delivered, or what’s the next cool radio commercial that will be played. Social Media has truly become a lifestyle for people some more than others. Now, knowing this information where do you want to make sure your brand is?

The Diva


Top Automotive Social Sites

I had to share this with you. It’s great to see in our business that social media has also become the lifestyle!

Social media Reputation Management – The Formula

Social Sites have been around since really the beginning of the internet. But, really since it was blown up from the eruption of MySpace and Facebook it’s really been a blackhole of “how to for dealerships.” I concentrated more on the building of your community in the last post. Well, it’s two- fold. Reputation Management is the other half. I came across the Social CRM chart and it does wonders as a visual for what Brand Management is and what is can do.

Starting at the very top of the image is data which is manually entered into a listening tool such as Biz 360 or Radian 6 in the form of keywords or phrases that you want to monitor. The listening tool then scours multiple online sources for that information and returns all of the relevant (hopefully) results to a human, who either handles the responses or passes the data to someone who can. The human now needs to decide how to respond to the information that was received. If the response is directed at a particular person, then it is a micro response. If it is a response directed at a large group of people, aka for the masses, then the response is a macro response.

Here’s a brief example. Remember the whole Southwest Airlines and Kevin Smith debacle, where they kicked him off the flight for being too fat? Southwest Airlines took both a micro and a macro response. They interacted with Kevin Smith directly via Twitter, email, and telephone; a micro response. In addition Southwest Airlines also wrote a public post on their blog which addressed their community as a whole, a macro response. Micro level responses are always human-to-human based interactions. Macro level responses on the other hand are crafted by a human but are pushed out automatically such as when you publish a blog post; these responses are one to many.

Once the response is developed and pushed out, that response and subsequent feedback needs to go through the company CRM system to track the data and conversation for future use. We then start back at the listening tool again and the cycle repeats. I hope that makes sense!

Your Diva 🙂

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