Who Runs the World [on Social Media]? Girls.

It’s probably not a surprise to anyone to learn the way men and women use social media varies quite a bit.  While men frequently turn to social media for business reasons,…

Reputation management has been around for longer than the internet. It's not new. In the past, it's been considered public relations, branding, customer service, word of mouth; the list of different components associated with old school reputation management is huge.

In the automotive industry, it's become a buzzword that encompasses all of these things to…

In February 2010, I wrote a blog titled “Pizza Wars: Why Auto Dealers Need to be Involved in Social Media.” I was reminded of this the other day when I saw that Domino’s Pizza earnings had surpassed Wall Street’s expectations.…

“To err is human; to forgive, divine” – Alexander Pope

Mistakes happen, people realize this. Nobody expects a business to be perfect, as everyone has bad days. However, how you handle these mistakes is the secret to formulating long-term opinions of your…

Over the last couple of months, I've been researching reputation management companies in and out of the automotive industry. On one hand, I found a couple of shining stars that stood out from the competition. On the other hand, they were only the best but were still missing the boat when it comes to the true potential of what reputation "management" should…

Online reputation has been a hot topic for a couple of years now. As solutions continue to emerge and the business of reputation management as a service expands, there's a dangerous trend that should be addressed.

Reputation management isn't about sending an email. It's not about filtering results by checking their sentiment first before directing them to the…

There's a rule when it comes to handling complaints and bad reviews on social media. The same rule applies for compliments and good reviews, but those are easy. Handling the complaints can be challenging and you may not want to do it, but as a rule you must reply to everyone who is talking to you publicly whether it's good or bad.

This is an…

There’s a misconception that has been permeating across many industries over the past couple of years. It’s the thought that “reputation management” is about getting positive reviews on sites like Yelp, Google+, and Merchant Circle. While that’s a portion of it in theory, the practice of it has turned into a huge monster that is ready to burst… possibly before the end of 2013.…

I'm "that guy." You know, the one who thinks that 4-stars is an amazing review coming from me, the one who hasn't rated anything a 10 out of 10 since my wife's Mediterranean pasta, the guy who wonders why his kid only got an "A" and not an "A+" on a test. There are more of us out there than you think, but there's a benefit to what I call…

I've had a lot of complaints from Dealerships losing their online reviews so I did some digging to see what I could find concerning the yelp.com automated filter.  Follow this link to know what trips the yelp review filters. …

Consumers are quite used to the quick star rating when it comes to sharing our input on how we feel about a business’s customer service. Not only has it been available to us throughout companies feedback boxes for years in-store, it has been provided nearly everywhere online too. Heck, even movies…

I've shared this story before but it's worth mentioned again. I was speaking to a client about their social media presence. Well, it was actually their lack of a social media presence. They didn't have a Facebook page, they didn't realize that they had a Twitter account that had been set to Tweet…

How many people have gotten a bad review? Yes you suck! There is somebody out there who’s going to say you suck. You don’t. You’re no better or no worse than the dealer, restaurant or hardware store down the street. I hope your better. But you are going to get a bad review. You cannot satisfy 100% of the people all the time. But, A BAD REVIEW IS A GOOD THING!!!! If all you have are good reviews you are less believable. If you went to a restaurant website and…

How many positive reviews from customers…

It's all about Content

Steve Jobs, the best salesman ever, changed my life…

In October of 2011 a class-action lawsuit against Yelp claiming that they were removing negative reviews in exchange for “advertising” was dismissed with prejudice (meaning they cannot be sued again for the same reason). It’s now two months from 2013 and already it seems the complaints of extortion are not going away; instead they appear to be growing more frequent in numbers as awareness has risen that something fishy could be going on at Yelp.

So far, courts have allowed Yelp to…

Everyone has an opinion about how to use Google+ and posting reviews.  We see the extreme from hoping your customers post a good review to allowing the “real experts to post your reviews”.

Those of you, who finish reading this blog, will receive information many companies don’t want to tell you or just don’t know how to do.  Furthermore, your sales both repeat and referrals will increase, your branding will…

The team at PCG Consulting, Inc. has always been one to share relevant information regarding issues that affect dealerships. We have been writing and teaching about the importance of your online reputation and ways to not only grow your presence but to market it as well over the past few years.

Due to the many changes with…