Archive for the ‘Car Dealers’ Category

Richard Bustillo – Rick Case Honda Collision Center – Automotive Digital Marketing Professional Community

April 27, 2012 Leave a comment

Richard Bustillo – Rick Case Honda Collision Center

These “Automotive Management Minute” videos from Richard Bustillo should be mandatory for every dealer in America to watch… I love his style and each video in the series has been tremendously insightful in regards to managing car dealerships.  Use the link provided to watch this Automotive Management Minute video from Richard Bustillo, General Manager of Rick Case Honda in Florida.

via Automotive Digital Marketing Professional Community.

Reliability Perceptions are Changing – Not Good for Toyota – Automotive Digital Marketing Professional Community

August 14, 2011 Leave a comment

Reliability Perceptions are Changing – Not Good for Toyota – Automotive Digital Marketing Professional Community.

The top five high-volume brands have each dramatically reduced their problem incidence since 2005.  In fact, Ford’s is now nearly on par with long-time industry leaders Honda and Toyota.

Every Time You Google an Angel Gets Its Wings – Automotive Digital Marketing Professional Community

August 9, 2011 Leave a comment

Every Time You Google an Angel Gets Its Wings – Automotive Digital Marketing Professional Community.

However, I looked in my pocket today, and I found “Zuzu’s petals” . . .
and so think about this, all you professionals, and let me say “Hat’s
off to you all!”. �You are the best and the brightest here on ADM, and
I’m very proud to be a part of this, the best online community for
Automotive Marketing Professionals in existence. �When I look at our
roster of 5k members, I see names from those who minted this
marketplace, to those who lead the way to online success like no others.
�I’ve added both great knowledge and great friends by being here.

Amplify Social Media Marketing Tool

December 28, 2010 Leave a comment

Effective Web 2.0 Application for use with Automotive Social Media Marketing campaigns and account management…

Amplify’d from
ut excerpts from articles, blog posts, tweets
or a
Use Amplify to clip, share & spark conversation
about excerpts from articles, blog posts, tweets

or a
nything else you read on the web.
Click the Amplify button to try it on this page… or go to one of your favorite sites and try it there.

Did you know?
  • You can also use Amplify to share what you’re reading directly from Google Reader and, as well as videos you find on YouTube and more
  • You can easily share anything you Amplify on Twitter, Facebook, Posterous, WordPress, Tumblr,
    Google Buzz, Friendfeed and many more social networks and blogs.
  • You can join the conversation on, a social network for learning, discovery & conversation.
“Twitter may be the firehose,
but Amplify is the conversation.”

– Huffington Post

“Amplify – The web’s best place for conversation”
– Robert Scoble
“Amplify cranks up an already great service”
– The Next Web



New Facebook Group Setup is a Big Deal!

October 6, 2010 Leave a comment

Why Facebook’s New Groups Will Change the Way You Use Facebook

By Marshall Kirkpatrick

People use Facebook a lot already, but the addition of the new Groups feature today will lead them to use it even more.

Facebook’s addition of a far more sophisticated Groups feature than was previously available will increase the time users spend on the site, the number of different ways they use Facebook and the importance of the already very important social network in the lives of those who use it. There are three thematic reasons why this is true: the new feature offers an improved signal-to-noise ratio, increased context for communication and a big improvement in user privacy, thanks to respect for the contextual integrity of conversations. The new feature runs some risk of being too complicated, though.

Signal to Noise
The creation of groups in any set of subscriptions, and that’s what your Facebook social graph is thanks to the News Feed, is a key way to offer users an option to change the signal to noise ratio of what they are reading moment-by-moment.

Users will continue to spend some time in the bulk Live Feed, seeing the most recent updates from everyone they have added as a friend. They will spend some time in the News Feed, seeing general interest updates from the people they have interacted with the most. And now they will spend some time in their Groups pages, where they know what to expect and where there is a social price paid for posting “off topic” content.

Focused conversations and collaboration in Groups will differ substantially from the old Facebook experience of undifferentiated broadcast. People will start using Facebook for new things – planning events, for example. It’s not just a social network anymore. Now it’s also a newsgroup, a planning tool and more.

Note that this is very different from the creation of Lists on Twitter. That organizes all statements shared by particular users grouped by a topic, but not necessarily only discussing that topic. The signal to noise ratio will be far superior on Facebook, but the discovery of serendipitous content relevant only because of who it was shared by – that will be better on Twitter, or on the Facebook lists that the company says only 5% of users took the time to create. There are some things that Twitter lists will still be better at doing than Facebook Groups.

A message posted to Facebook in general has only your friendship as context, and as Mark Zuckerberg said today – there’s no clear definition of what it means to be friends with someone on Facebook.

In the new Groups, messages will be written and read with several other sources of context in mind: the topic of the group, who invited a user to the group and related content in the form of shared editable documents and group chats.

A simple example: people who do work in complicated fields will now be able to post more high-context content to topical Groups than they may have felt comfortable sharing in their bulk News Feed made up of non-specialist friends and family. All the sudden, Facebook is a place to have deep topical conversations, not just lowest-common-denominator bulk public conversations. That’s a dramatic shift.

We, and others, have been saying for 18 months that a more contemporary understanding of privacy would lead Facebook not just to respect the public/private wishes of users, but also to make it easy for the contextual integrity of communication to be respected. No photos from Friday night at the bar being shown in Church, and no audio tape of your prayers at Church being played for laughs from your friends at the bar again later. Yet that’s what Facebook has pushed people towards – all content being publicly visible and shared with all people, regardless of the context. Until today.

See also: Groups: The Secret Weapon of the Social Web
Zuckerberg spoke to this concern extensively today. The groups feature, at least in theory, will let you talk with friends about what’s relevant to the groups they belong to, and not about the things that aren’t relevant to them. That’s a good privacy move, but it’s also something Zuckerberg rightly says will encourage people to post more content.
The new feature does add another layer of complication to the whole Facebook experience.

“The groups work sounded promising, if they can offer something that satisfies the same needs as the little mailing lists that people either formally or informally create now,” says social network data analyst Pete Warden.

“I’m still worried that they’re taking the same approach to privacy that Microsoft takes to security. Their space-shuttle control panel approach is like having lots of noisy popups, people are confused and learn to ignore them. Far better if you can have a really simple story. Even with something as simple as open/closed for groups, it’s still too much for most people. Look at the whole ‘journolist’ scandal – participants obviously weren’t thinking through the fact that their messages were ending up in hundreds of people’s inboxes. Most people don’t have developed the ‘street-smarts’ to navigate even comparatively simple privacy models. I still regularly reply to Twitter DMs on my phone, and forget to add ‘d’ to the start of the message, sending the reply to my whole world.”
I’m not so sure. I think people will be able to handle these changes to Facebook. The interface may require a little more work, but it’s pretty good so far. I think people will find it useful, as a sub-stream of their bulk News Feed. I think they will find the signal-to-noise, context and privacy gains compelling enough that it will lead people to use Facebook more, and in new ways.

See Also

Live Blog: Facebook’s Mysterious Announcement
Twitter and Facebook Used in Stock Fraud Schemes
Tipping Point Author Malcolm Gladwell Says Facebook, Twitter Won’t Lead to Social Change
Amazon Launches Facebook e-Commerce Store

[Sent from Ralph Paglia’s iPhone]

Ralph Paglia
Director – Digital Marketing
ADP Dealer Services
cell: 505-301-6369
office: 480-421-5005

Recommended Ralph Links:

– Posted using BlogPress from Ralph Paglia’s iPhone –


Car Dealers Go On Offensive Against Negative Reviews

May 24, 2010 1 comment

Car Dealers Go On Offensive Against Negative Reviews

Car Dealers are taking a particularly aggressive stance against anonymous reviews found on such sites as Yelp or Ripoff Report by actively trying to connect the data dots to identify the author.

Once the dealer has identifying information in hand it might thank the poster for the good review – perhaps with a gift basket. In the case of a negative review, the dealer or manager might send an email asking for either a reconsideration or a chance to readdress what was wrong with the person’s stay, according to the editor in chief, Ralph Paglia.

Fraudulent Tactics

Most ominously, ADM Professional Community members report that a negative review could earn a poster a black mark in the car dealer’s DMS database. Such tactics, though – on both extremes – could backfire against the industry. Efforts by the dealer to pressure a guest to remove a negative review – or reward a guest for a positive one – would be seen as fraudulent by both Yelp and DealerRater says Chip Grueter, owner of DealerRater (via the ADM Community).

That said, Car Dealers should try to answer negative reviews even if they don’t know who posted them, Jim Jensen, a former general manager turned consultant and the author of the dealer-based “Where’s The Comparison Example” Mystery series, now an ADP Dealer Services Director of Consulting, states:

“Some would say that online reviews deserve even more time than OEM surveys, as the feedback is just as – if not more – valuable, and the impact is public.”

His advice:

  • Respond to any feedback that is damaging to your dealership’s reputation, even if simply to acknowledge the issue and apologize.
  • Respond to positive reviews occasionally to show you’re listening, but don’t feel obliged to reply to each one.
  • Responses should come from the highest level – but not necessarily from the owners themselves. “As a rule I discourage dealership owners from responding. They have too much at stake and aren’t always as diplomatic as managers.”
  • Respond as soon as possible – the longer a complaint is left to fester, the more business it will drive away. Just make sure you have all the facts and the response is thorough.

Don’t Be Afraid

Finally, don’t fear negative reviews, a Forrester Research report advises. Forrester recentlyevaluated 4,000 reviews in the Automotive Sales and Vehicle Repair and Service categories on various consumer rating sites and found that more than 80% of the reviews were positive – and the negative reviews were generally considered helpful to consumers. While the data was derived from retail Web sites, Forrester says these findings are applicable to any vertical site from travel to auto, financial services, or healthcare.

Negative reviews are also helpful to the companies themselves, according to Ralph Paglia, Director of Digital Marketing for ADP Dealer Services (and ADM Professional Community). While many car dealers might fear negative reviews, it is this type of specific feedback that has oftentimes uncovered valuable business opportunities with many of our clients.

“It was through the power of customer reviews that Ford of Kirkland was able to uncover a huge unmet need in the Seattle area for Ford F-350 trucks, he said: equipped with multi-purpose shelving and dual rear wheels. “Ford of Kirkland developed what ultimately became their most successful promotion campaign to date – the “Mount Ranier” Special Edition Ford F-250 Super Duty line of trucks.”

[Sent from Ralph Paglia’s iPhone]

Ralph Paglia
Director – Digital Marketing
ADP Dealer Services
cell: 505-301-6369

Ancira Nissan in San Antonio

January 6, 2010 Leave a comment
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