Auto dealers face new challenges as local reviews gain traction as the primary way consumers vet dealerships before buying a new car.
In fact, Dimensional Research found 90 percent of survey respondents said positive online reviews influence their buying decisions, while 86 percent said negative online reviews are a factor in their decision-making.
It follows that the larger the purchase, the more salient reviews are to buyers. That’s why Online Reputation Management (ORM) will be a key topic at Digital Dealer, the premier conference for the automotive industry.
The conference, April 11–13 in Tampa, Fla., will educate attendees about how to better use the internet and technology to sell and service vehicles profitably. Reputation.com’s CEO, Shrey Bhatia, will speak at the show.
Address Customer Feedback in Real Time and at Scale
During his session, Bhatia will explore how major purchases are now preceded by online research, as consumers become increasingly self-directed in their choices.
“When a consumer decides what car to buy and which dealership to shop at, the health of the dealership’s online reputation becomes more critical than ever,” said Bhatia. “Through real-time monitoring of online reviews and active customer feedback response, dealerships can boost visibility, increase customer satisfaction and turn customers into brand advocates.”
Bhatia will talk about how dealers can use an ORM platform to address feedback in real time and at scale, regardless of how many review sources or social networks they need to monitor and engage with.
He’ll also explore:
· Where consumers discuss dealerships and service experience online
· Which channels to monitor and how to respond to reviews and comments
· How to build consumer advocacy and initiate a virtuous cycle of positive feedback
We hope to see you at the event. In the meantime, check out this article about driving foot traffic with online reviews management to increase sales.