We are in an era when the customers voice is amplified, in fact it's even louder than the dealerships voice because after all a brand is what the customer thinks, not what the marketing department wants it to be.

With that being said a dealer can let things progress as they will and hope for the best or they can get out there and harness the wave. With social media though dealerships have to be careful that who they really are matches who they are trying to be on the net, after all social media is an inside out culture change not a "Lets bolt this thing on and see what happens" change.

Phil, Thank you for taking the time to read the post and comment. It's very much appreciated!

The Internet barn door is open and their dark secrets are getting out wether they know it or not. To win the new online marketing game they have to be in it to win it. C2C comments will trump self serving messages — which should be avoided at all costs, however, monitoring customer comments and addressing them even if you don't solve them shows that you care; even if you don't!

Bad business practices will put you out of business faster than before the WWW, but at least the Internet gives you a chance to see the bus coming so you can get out of the way — or get out of the business — your choice!
My recent post Automotive Advertising Agencies Use Social Media To Listen, Learn And Teach As Much As Their Customers Do