Adp Social Media Response Strategy V3
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Adp Social Media Response Strategy V3
- 1. ADP Social Media Response Plan A SSESSMENT Social Media Posting Have we discovered a post about the Dealer? It is a positive posting? YES NO E VALUATE “Trolls” Monitor Only Is this site dedicated to bashing and I thi it d di t d t b hi d Avoid responding to degrading others? specific posts. Monitor Concurrence the site for relevant A factual and well cited YES information and NO response which may agree or comments. disagree with the post, yet is not negative. “Rager” You can concur with the post, Is this posting a rant, rage joke or Is this posting a rant rage joke or let it stand or provide a ridicule in nature? positive review. Fix The Facts NO Respond with factual Do you want to respond? information directly on the comment board. “Misguided” YES (See Considerations Below) NO RESTORATION NO Restoration LAER response, Apologize for Rectify the situation, client dissatisfaction, clearly Let It Stand respond and act upon state situation will be resolved, No response from “Unhappy Client” act upon commitment, contact reasonable solution. Dealer Required . YES Is this the result of an experience with the YES dealer POC, follow-up with post(See Considerations describing resolution... Dealer we are serving? (Not other Dealer) (see considerations below) Below) NO R ESPOND Shared Success Model Final Evaluation Proactively Tell Dealer's Story and Base decision on how post and your response (or Not) will be perceived Celebrate Wins and Accolades w/ by customers not directly involved. YES Fans, Friends, Members... Credit the entire dealership "Community" should we respond? YES YES Social Media Response Considerations Social Media Response Considerations Transparency Sourcing Timeliness Tone Disclose your Dealer Disclose your dealer service Cite sources by including Take time to create Use a Response tone that providerservice provider connection. State links, video, images, docs, good responses, log conveys sincerity, and name of POC you will connection. brochures on Slideshare, time against dealer's genuine intent to serve... contact if relevant to post. OEM, 3rd party sources. monthly allocation. do right by the customer. .