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1. Applications of Choice for Online Reputation Management Monitoring<br />Philip Zelinger <br />President at Ad Agency Online, L.L.C. and Owner, Ad Agency Online, L.L.C.<br />See all Philip’s activity » <br />Stop following Follow Philip <br />What are your applications of choice to help you manage your online reputation for you and/or your clients and what efficiencies do they provide vs. Google alerts that we probably all started with?<br />Human nature has survivied online and, since we are all social animals, reputation management has always been a priority for people who make a living built on relationship based selling systems that are fueled by their reputation; personal and professional. Word of mouth networking to friends and personal spheres of influence that used to spread our reputation in small inter-connected groups has gone viral and Word Of Mouth Optimization, (W.O.M.O.), requires efficiencies to both develop and monitor the results. Obviously, technolgy has made this expanded opportunity possible and I am curious to know if you know of any that I don't and/or if I can share any that I am using? After all, what are friends for! <br />Posted 18 days ago | Reply Privately | Make featured | Delete discussion <br />Comments (10)<br />Terry Holbrook <br />Liquid Motors<br />See all Terry’s activity » <br />Stop following Follow Terry <br />Philip, we have several car dealerships on our new SocialFuel Monitoring product. It allows a dealer to run unlimited searches on any keyword they choose. They will then get an email notification anytime one of those keywords are found during our update process that happens every 30 minutes. This is very useful to follow your competition also. We monitor about 90% of the Internet because we can't get behind password protected sites. Customers also have the ability to set up Custom RSS feeds directly into the monitoring tool. www.LiquidMotors.com P.S. Good to see you on here. <br />Posted 16 days ago | Reply Privately | Delete comment <br />Philip Zelinger <br />President at Ad Agency Online, L.L.C. and Owner, Ad Agency Online, L.L.C.<br />See all Philip’s activity » <br />Stop following Follow Philip <br />Hi Terry, Good to see you here too! If you guys will be at The 8th Digital Dealer Conference in Orlando we should set aside some tiome to review your SocialFuel Monitoring product. The more bullets in our guns the better. Besdes, what are friends for! <br />Posted 16 days ago | Reply Privately | Delete comment <br />Terry Holbrook <br />Liquid Motors<br />See all Terry’s activity » <br />Stop following Follow Terry <br />LOL, You remember from NADA! I will not be at DD but we will have a booth there and the guys would love to show you the tool. Just come on by and take a look. Phillip be sure to follow me on Facebook and Twitter at Liquid Motors I am doing a 3 part blog this month and I am sure it will stir some conversation as it is a little different and some original thoughts they will hopefully make dealers think for a minute. Take a look: http://wp.me/pPd4t-1O <br />Posted 16 days ago | Reply Privately | Delete comment <br />Ralph Paglia <br />Director - Digital Marketing at ADP Dealer Services<br />See all Ralph’s activity » <br />Phil, at ADP Dealer Services we use Radian6 for the heavy duty reputation monitoring and scoring work, but we also use our own in-house developed monitoring system that we put together with some help for our programmers in New Jersey. The ADP Reputation Management system is built into our Social Media Management Dashboard so in some ways it seems easier and more user friendly than Radian6 for dealers who operate on a regional basis. But, the power of Radian6 is tough to beat on a national scale so that's what we use for corporate, OEM and enterprise accounts. <br />Posted 10 days ago | Delete comment <br />Philip Zelinger <br />President at Ad Agency Online, L.L.C. and Owner, Ad Agency Online, L.L.C.<br />See all Philip’s activity » <br />Stop following Follow Philip <br />Hey Ralph, I already have Radian6 supporting one of my key vendor clients for their national roll out and the ADP comprehensive suite of products is the cornerstone for over 50% of my dealer clients so -- thanks for sharing that example in reply to my post. Frankly, I was tempted to list Radian6 and ADP's Reputation Management as examples to my own question but I didn't want to appear as if I was promoting any one solution and I was interested in learning what I don't know. Hopefully your examples will spark some quot;
competitorsquot;
to add theirs to the list so -- thanks for the push! See you in Orlando at The 8th Digital Dealer Conference and no worries -- I am obligated by our ADM contest to attend Joe WEbb's Session since it conflicts with your time slot but I have friends and associates that I directed to yours who will take copius notes! <br />Posted 10 days ago | Reply Privately | Delete comment <br />Ralph Paglia <br />Director - Digital Marketing at ADP Dealer Services<br />See all Ralph’s activity » <br />Phil, There are several whitepapers out that compare the various web reputation monitoring systems, and most of them that are reputable work fairly well... The real question is, and where the genuine hard work comes into play is the who, how, when and where of responding to online content... Both the negative and the positive! <br />Posted 9 days ago | Delete comment <br />Philip Zelinger <br />President at Ad Agency Online, L.L.C. and Owner, Ad Agency Online, L.L.C.<br />See all Philip’s activity » <br />Stop following Follow Philip <br />Isn't it interesting that even the best processes start and end with people! I guess that you and I have job security after all! At least until Artificial Intelligence can understand what friends are for! <br />Posted 9 days ago | Reply Privately | Delete comment <br />Terry Holbrook <br />Liquid Motors<br />See all Terry’s activity » <br />Stop following Follow Terry <br />I agree and have told Dealers that are nervous about responding in a social media environment to remember it is the same thing they have been doing for years the only difference is now their doing it face to face instead of over the computer. Which brings up Ralph’s statement of, WHO is going to respond and I would say that for all negative comments the GM or DP need to respond for the most effective results. You guys agree? Ralph, we looked at Radian 6 and actually used it for awhile for our corporate monitoring but it seemed to complex and pricey for most dealers to use. I could see how it would be a nice solution on the enterprise level. <br />Posted 9 days ago | Reply Privately | Delete comment <br />Philip Zelinger <br />President at Ad Agency Online, L.L.C. and Owner, Ad Agency Online, L.L.C.<br />See all Philip’s activity » <br />Stop following Follow Philip <br />Sure, a decision maker should anchor the reply to add confidence in its sincerity and with the authority to address a negative comment. However, best practice suggests that it should be limited to taking the issue off line with an invitation to personally review and discuss the solution. Once the solution is determined -- even if the customer does not get what they want -- then the dialogue can be opened back to the public to provide closure. Obviously we can't win them all since sometimes the customer isn't right and we have to accept the responsibility of our decison but the process can be messier than the problem and the extra weight of an ongoing online confrontation will grow legs beyond the initial post. More valued will be that most experienced social networkers will respect an honest attempt to resolve a problem and they would be more suspect if one never is posted such as through excesive moderating on a dealer sponsored site. I have always believed that a problem is an opportunity to provide a solution and I would rather hear it and at least attempt to resolve it than have it develop a life of its own without my input. Of course sometimes it is best to swallow your pride even if your are right on an issue. I used to empower my entire dealer staff to invest up to $150 in discretionary quot;
good willquot;
monies if they can fix a problem at the cause to maintain customer retention and a similar philosophy will do well on the expanded platform of public opinion on the World Wide Web! <br />Posted 9 days ago | Reply Privately | Delete comment <br />Terry Holbrook <br />Liquid Motors<br />See all Terry’s activity » <br />Stop following Follow Terry <br />Philip, I guess Nordstrom proved you correct, that when you power your employees to take care of your customers your business will benefit in the long run. Now of course they take that to the extreme but as a customer to have a feeling of, quot;
I will be taken care of fairly and professionallyquot;
about a place of business is key. <br />