Wednesday, December 7, 2016
Tuesday, June 24, 2014
So how do you make sure your Online Reputation reflects the real story that you want your potential customers to see? The following steps to having a great Online Reputation is easier than you might think.
- Provide a great product or service. Yes, we all know that sometimes you will not be able to satisfy the most arduous consumer. Later in this article we will discuss this point. However, most consumers when making a purchase expect their product or service to perform as advertised. If this happens 100% of the time then usually your reputation will be strong.
- Thank your customer. By letting your customer know that you know they have choices and you appreciate their business you have taken one of the easiest steps available. It is a fact. You are not the only game in town. Consumers have more choices than ever, and they know this. Let your customer know that you are happy to have earned their business every chance you get.
- Give your Customers a Chance to Talk. Now, most people do not go home and take the time to write a great review. (Some customers do, but most don’t). Most Online Reviews are written by individuals who feel they did not get the treatment or value from the business they patronized. Usually businesses never know that this customer was unhappy until the review has been posted for the world to see. This will happen to the best of companies or organizations. So, if you have taken care of Point Number 1 and Point Number 2 then you will not have to worry about many negative reviews posting on your personal review sites. However, you must ask your happy customers to share their wonderful experience online. In general, customers would love to share their great experience if it is easy and convenient as long as the first two points happen. If you are receiving ten positive reviews for every one negative post then your Online Reputation will be solid.
- Respond to all. Businesses and organizations should respond to every review. All too often, most reviews are never acknowledge online in a public forum. Take the time to thank the customer for taking the time to write the review. Second, address the information (both positive and negative) in each review. That means you must read the review. It shows you care. Do NOT post a generic response because you are telling the world that you really do not care about the time your customer took to share their experience. Do not just respond to negative reviews or to only the positive reviews. This also sends a poor message to the group of consumers you are not responding to.
- Social Media is also Online Reputation. Understand that your Online Reputation is not only expressed on review sites such as Google, Yelp, CitySearch and others. Your reputation is anything and everything that is posted online. That means Facebook, Pinterest, Twitter, YouTube, WordPress and other Social Media Sites also hold the keys to your Online Reputation. Businesses must have a plan to understand and work their social media network. A recent blog; ‘Is your business Social’ shares the importance of understanding how to allow use Social Media to improve your business. It is very important to blend both Social Media Marketing and Online Reputation together to help share your story with the world.
Wednesday, June 18, 2014
If you are still with me, you have completed the first stage by admitting that you have a problem. This is the biggest hurdle. So where do you go from here? It’s easier than you may think.
Now, I am assuming you have a website that tells your story. If not, stop reading now and start focusing on your website today. Before you focus on your website, make sure you fire anyone and everyone in your company that has anything to do with your marketing team and the decision not to have an optimal website.
Friday, January 31, 2014
Wednesday, October 23, 2013
During the early days of DeliveryMaxx’s rise to the top as leaders in Social Media and Online Reputation Management; Josh Deaton and James Schaefer would talk about exposing companies who committed fraud posting fake online reviews and scams involving social media. Instead, they created a patent-pending program that has revolutionized the way businesses sell their services or products on the internet.
Friday, September 20, 2013
A Texas College has won a Football National Championship 17 times since 1936, and Fifteen times since 1927 a Texas High School has been acknowledged as the best football program in the nation. Rockwall High School has been to 3 high school title games at the 2A and 4A level (1963, 1972, and 1987) winning the 2A State Championship in 1963. The NFL’s all-time leading rusher also played for the famous Texas professional team.
The Rockwall Youth Community Association (RYCA) has become the first youth football team in the country to partner with a digital media firm to promote their football organizations activities and opportunities. They have partnered with a company called DeliveryMaxx which is noted for being “Social Media’s Choice to Customer Engagement and Online Reputation Management”.
DeliveryMaxx has create a digital strategy utilizing their patent pending technology to help the RYCA Football program to increase ticket sales, recruiting, creating fan conversations, provide additional food, beverage, and memorabilia revenue, and establish stronger loyalty in the community.
Wednesday, August 28, 2013
Originally, DeliveryMaxx was founded on keeping automotive customers for life and provided a strategic follow-up program for auto dealer’s customers. Today, DeliveryMaxx is quickly becoming Social Media’s answer to Customer Engagement and Online Reputation. DeliveryMaxx is able to take any companies customer and create “Digital Mouthpiece” advertising to thousands of potential customers. For example, this means that if an automotive dealership or any other type of business sells a product or a service; DeliveryMaxx has a strategic plan of action that will use the customers’ great experience to advertise to all of their friends and family.
Josh Deaton, Chief Executive Officer & co-Founder states, "At DeliveryMaxx, we've long been at the forefront of digital innovation for the automotive industry. We have created a patent pending digital solution for companies to truly separate themselves from the competition.”
It seems that today, everyone is talking about Social Media. However, when you engage in the conversation few companies, even marketers get it right. Internet users have the ability to block out unwanted messages. If a person sees someone wearing a tee-shirt with a unicorn on it that they want they go home and use Google to search for the shirt specifically. That person will not click on the Google advertisement at the top selling non-unicorn tee-shirts, they will continue to search for a company that has the item they’re looking for, and even if 100 companies carry the shirt, the one that gets the sale is the one that promoted their product correctly. DeliveryMaxx’s experts takes your content and promotes it in ways that it will help people find exactly what they’re looking for, exactly when they’re looking for it. Trying to force someone to buy something they don’t have any interest in ever purchasing doesn’t work on today’s online consumers.
According to the Integer Group there are 2,314 tweets sent out every single second, so how can you stand out among the chaos? DeliveryMaxx improves the quality of your content to be more consistent across your social channels and designing content to go viral and help grow your social reach. We can turn you into the brand or business that people genuinely want to follow and read content from on a daily basis.
Another misconception in the digital world is the use of Online Reputation Management. Many marketers believe that a review is all that is involved in helping a company build their online reputation. The term Customer is misleading, you may think you’ve already won their business, but it’s easy to forget that the key word in “social media” is “social,” and you’re customers have A LOT of access to your potential future customers. Even the shyest person behaves charismatically on social media, particularly about their experiences with brands and businesses. It is important to think of your social media audiences as potential future customers and referrers of future customers. If you have 1,000,000 happy customers, and one angry one, odds are your Google Review Page will have one angry review on it. DeliveryMaxx uses custom built applications that give you and your customers the tools necessary for your happy customers to use their voice online as well. Through our unique review sites you can encourage your customers to write about their good experience by handing them a keyboard while on site and their glowing recommendations will be visible to the world before they even walk out of your door with a smile on their face. In addition to gaining reviews, DeliveryMaxx is able to market these testimonials on other picture, blogging, and video sites for each client.
James Schaefer, Chief Operating Officer & co-Founder, said: "This is a time of extraordinary innovation, growth and opportunity for DeliveryMaxx and we are fully embracing a digital future. With clients across the United States and a staff of full-time developers and programmers, DeliveryMaxx has become a 24/7 source of news, public relations and customer engagement for businesses who have a product or service and utilize the internet to help market to potential customers.”
DeliveryMaxx is a privately held company providing social media marketing, web-based solutions, customer retention, and other advertising services and is based in Rockwall, Texas. DeliveryMaxx is the preferred provider for companies needing to improve web presence, online reputation, customer satisfaction, sales, and innovative strategies that enables them to confidently deploy their mission-critical products and services in today’s competitive environment for market share.
Clients of DeliveryMaxx include automotive dealerships, hotels, surgeons, insurance agencies, marketing agencies, educational institutes, non-profits, sports teams, attorneys, employment agencies, and politicians.
For additional information about the company or its products and services, visit www.deliverymaxx.com.
Thursday, August 8, 2013
That is where DeliveryMaxx comes in. DeliveryMaxx is the most advanced and fastest growing digital media marketing company on the planet. We do the work for you to ensure you are getting the most return out of online marketing campaigns.
Here is a look at a few ways DeliveryMaxx can help your company grow its online presence:
Internet users have the ability to block out unwanted messages. If a person sees someone wearing a tee-shirt with a unicorn on it that they want they go home and use Google to search for the shirt specifically. That person will not click on the google advertisement at the top selling non-unicorn tee-shirts, they will continue to search for a company that has the item they’re looking for, and even if 100 companies carry the shirt, the one that gets the sale is the one that promoted their product correctly. DeliveryMaxx’s experts takes your content and promotes it in ways that it will help people find exactly what they’re looking for, exactly when they’re looking for it. Trying to force someone to buy something they don’t have any interest in ever purchasing doesn’t work on today’s online consumers.
Appealing to Previous Customers
The term Customer is misleading, you may think you’ve already won their business, but it’s easy to forget that the key word in “social media” is “social,” and you’re customers have A LOT of access to your potential future customers. Even the shyest person behaves charismatically on social media, particularly about their experiences with brands and businesses. It is important to think of your social media audiences as potential future customers and referrers of future customers. If you have 1,000,000 happy customers, and one angry one, odds are your Google Review Page will have one angry review on it. DeliveryMaxx uses custom built applications that give you and your customers the tools necessary for your happy customers to use their voice online as well. Through our unique review sites you can encourage your customers to write about their good experience by handing them a keyboard while on site and their glowing recommendations will be visible to the world before they even walk out of your door with a smile on their face.
Tuesday, July 9, 2013
Four years ago, Josh Deaton and James Schaefer formed a company that they envisioned would change the way businesses would brand, sell, and communicate on the web. They started out helping the automotive industry and soon expanded their client network to include hotels, employment agencies, non-profits, CPAs, oil and gas businesses. Mr. Deaton had served in many capacities helping run some of the largest automotive companies in the United States while Mr. Schaefer was a well experienced senior executive in marketing and advertising.
Together they formed DeliveryMaxx which is one of the fastest growing Digital Media companies in the country. “It is not about how large our company is becoming; but rather about the service we are able to deliver. DeliveryMaxx is truly social media’s answer to customer engagement and online reputation management.” States Josh Deaton, CEO and co-Founder of DeliveryMaxx. DeliveryMaxx has truly created something special.
During Deaton’s time in the automotive industry; he noticed a lack of companies that engaged potential customers. All of the social media companies promoted the same thing. “They (Social Media Companies) would all have the same story. We can advertise you or tell you when you have a bad review. However, there was no real work or innovation on their part. It was all done by the press of a button” explains Deaton.
DeliveryMaxx is a Cinderella story. Financed by both Deaton and COO & co-Founder, James Schaefer; DeliveryMaxx has fast become the talk of the digital world. “We have created patent-pending technology that actually provides opportunities for customers to share their experiences with future potential customers. We do this utilizing Social Media Marketing and Online Reputation working together to produce these measurable results” states Schaefer. Other companies have tried to mimic DeliveryMaxx, but fall short of the mark because they do not have real people doing real work for their clients. “Those companies are all automated, and fail to use simple business practices that make sense for their clients” says Schaefer.
After a 60 day beta testing in current clients; DeliveryMaxx is launching the first Mobile App of its kind allowing their clients customers to share their experience with the world immediately. The phone app is compatible with iOS, Android, and soon the Windows phones. In addition to the phone app; DeliveryMaxx also includes an Online Review program that helps customers give reviews to all of the major social media sites. “Not only do we build great original content for dealerships, help them obtain online reviews; but we also monitor the review sites and help respond. This has worked very well for our automotive dealerships, but we are finding that almost any company who depends on online reviews is able to utilize our services” comments Deaton.
Wednesday, June 19, 2013
On May 5, 1924 Huffines Motor Company opened for business in downtown Denton. J.L. Huffines, Sr. founded the company on two principles which are still the benchmark for all decisions made at the dealerships – treat the customer the way they want to be treated and support the community.
Mr. Huffines always believed that when he sold someone a vehicle he had made a friend. Passed from father to son, to grandson, Mr. Huffines' philosophy has formed the solid foundation on which every Huffines dealerships are grounded, small town friendliness and a strong commitment to please each and every customer.
Through all of this, Huffines had been satisfying customers – many who still shop at Huffines today. The fact that grandchildren and great grandchildren of original customers still shopping at Huffines 85 years later certainly proves the success of their commitment to customer satisfaction.
Today, the Huffines Motor Company has grown to nine auto dealerships in Plano, Denton, Lewisville, and McKinney and has over 800 team members to better serve all their customers automotive needs. The dealer franchises include Chevrolet, Subaru, Dodge, Jeep, RAM, KIA, and Hyundai. All of the dealerships include the latest most advanced cars, trucks, and suvs as well as a plethora of pre-owned vehicles.
Ray Huffines, is the dealer principal for the Huffines Auto Dealerships and is guiding the dealerships selling more than 13,000 new and used vehicles a year, still embracing an 88-year-old mission—to treat customers’ right and support the communities in which the Huffines’ dealerships operate.
“The Huffines family has always said if we treat someone how they want to be treated and support the community as well as take care of your employees, success will take care of itself” states Mr. Huffines.
Wednesday, June 12, 2013
Byron Britain, owner of Britain Chevrolet Cadillac and his wife Misty can be seen at the dealership daily. Byron is personally involved in each sale, and wants the opportunity to create customers for life. He knows what it takes to create happy customers, and build strong relationships. “It’s not about the fancy building, but the characters of people who are the building that makes Britain Chevrolet Cadillac special” states, Britain. Byron Britain not only practices what he says, but he also walks the talk. The Britain’s have a strong tight family; they are people of unwavering faith, and employ outstanding like-minded individuals.
“DeliveryMaxx is proud to partner with Britain Chevrolet Cadillac. Meeting the Britain’s and their team let me see their vision. That vision is what every business should strive for. I am really looking forward to working with the dealership to help share their story” says, James Schaefer, Chief Operating Officer of DeliveryMaxx.
The bar has been raised for customer service. Customers of Britain Chevrolet Cadillac will be able to search through an extensive selection of new and pre-owned vehicles. They will be able to get a price quote without all of the haggling that goes on at other dealerships. The friendly, professional staff will exceed every expectation that a car buyer desires.
Friday, September 14, 2012
There are many generations of vehicle owners pulling into dealership service drives across the nation. Furthermore, they can be driving anything from a late model relic to the latest in automotive wonderment. You pick the letter in the alphabet to define the generation...Boomers, Gen-X, Gen-Y, Millennium-Gen. That's a lot!
As a service professional, it's your job to pick up your customer's highest expectations and maximizing profits per repair order. Oh yeah, did I mention you've got to do all that AND get high CSI scores? A circus juggler might come to mind as you try to wrap your head around it all. But let me highlight the concept of Effective Communication. Without a doubt, effective communication between you and your customer is the single most critical aspect of your success, your business, your R.O. averages, and your CSI scores...PERIOD. Are you still using the telephone to do that? Let me expand that thouught just a bit.
I have a Time Magazine from April 1993. The cover reads, 'The Info Superhighway' (Time Magazine: April 12, 1993 / Vol. 141 No. 15/ www.time.com/web ). There is a page after page of concepts pertaining to internet technology in the future. It was all so foreign to the average consumer that it seemed like science fiction. However, now, looking back on all of that in the rear-view mirror, it's like "(yawn)...what's your point?"
The point is this, when that article came out I was writing service for one of the largest Honda dealers in Portland, Oregon. The computer at my write-up station had a green-screen for crying-out-loud! The most sophisticated car in the suite of automobiles available to our customer had 24 on-board computers, very few people had a personal computer at home, cell phones were flip-phones that made phone calls...that's it, and Data, he wass a character on Star Trek: The Next Generation. Nevertheless, the basic elements of service consulting in the dealership service drive haven't changed that much over the last 20+ years. The tools for communication have.
The basic tenants of added-value customer service are still the same: courtesy, cleanliness, promptness, professionalism, product knowledge, effective communication, active delivery...all the same. Yet the products are more sophisticated and so are your service customers. My boss at that Honda store summed up customer perception like this, he said, "if you're customer has to call you before you contact them by the end of the day then you've lost their perception of a high standard of customer service." Are you still using the telephone to do all of that?
I like to get out into dealerships and talk with the pros working on the front lines of service consulting. In fact, the other day I was at Southwest KIA of Rockwall in Rockwall, Texas talking to a few of the writers in that store. It’s a new store with an exciting suite of products. The service area and write-up area are clean and very modern-looking. It’s a really nice store. They have a consultant named Kevin Leary who’s been writing service since 1979. Do you think he’s seen some changes?! Needless to say, Leary is a valuable asset just by his years of experience alone. I was talking to him about some of the modern technology they are using in their service drive. Leary says “We’re reaching our service customers in ways we’ve never dreamed of before.” By that he’s referring to internet technology via emails and social media like Facebook and Twitter as well as texts and data sharing on customer’s smartphones. Leary also utilizes powerful write-up tools like remote pads to do the customer write-up at the car. The remote table also allows him to pull up vehicle and customer history, previous service recommendations, current service recommendations, and any current recall information from the manufacturer for that customer’s vehicle. John Monigold, also a service consultant at Southwest KIA of Rockwall, has developed an email template to interact with his Generation-Y service customers after they’ve visited him. John says he uses modern internet technology to cultivate a high volume of highly favorable CSI review responses by his younger, tech-savvy customers. Leary concedes that he prefers the telephone to do most of his consulting and communication but, he realizes the power and value in internet technology, especially with the younger generations of car owners. Regardless, it is easy to understand why Southwest KIA of Rockwall’s service department has earned the highest CSI averages in their district. Great job!
Another service pro I talked to is Richard Ancheta at David McDavid Lincoln in Plano, Texas. With 11 years of experience, Ancheta is the highest producing Assistant Service Manager in the service drive at the Plano store. He also uses email, texts, and data sharing with his service customers as a form of effective communication. He conveys estimates, pricing, progress reports as well as up-to-date warranty and recall information to his customers throughout the day. Like Kevin Leary, Ancheta says that “At the end of the day, there’s nothing more solid than a verbal conversation with your customer…” but the internet and technology via social media and smartphone technology make him vastly more effective in conveying the perception of the highest standards of customer service to his service customers. So, are you still using the telephone to do all of that?
Isn’t amazing how quickly technology in automobiles change? Earlier in this article, I mentioned that in 1993 a “high-end” car had about 24 processors on-board. Since then that number has more than doubled. All of those processors are synched with control sensors and monitors; it is a marvel indeed, the cars we drive today. So why would any service consultant in the modern dealership not want to employ all of the benefits of modern technology to communicate with their customers? These customers who are likely to be tech-savvy, and at the very least, as sophisticated as the cars they drive. According to Kevin Leary, “It’s important to keep technology fresh and updated.” In other words, is your service customer’s perception of your operation up-to-date and modern, or is it lacking? Updated, modern technology is often a large expense for dealerships, but that cost is a small price to pay when compared to the loss of customers, revenue, and low CSI in its absence. Perhaps perception can be improved by a service consultant simply asking their customer which method of communication they prefer, “Email, text, phone calls, or smoke-signals.” Regardless, effective communication is at the forefront of every service transaction, and crucial to the success of your service business. And so, if you are a service professional working in the modern dealership today, are you still using the telephone to do all of that?
DeliveryMaxx in the Automotive Industry Leader in helping dealerships with customer loyalty, increasing CSI Scores, higher SEO value, published positive reviews, strategic social media marketing, additional fixed operations revenue, more sales, and repeat and referral business. Our company was founded by “Car Guys”, and we make it a practice to hire the top talent that has automotive dealership experience. Craig Rodenmayer, the author of this article, has spent years working service in the automotive industry. His experience allows us to provide programs that are advantageous for fixed operations.