Case Study - Galpin Utilizes MarketPlace Social
Testimonial"Quite simply, you can manage your stores based on the information received from these surveys."
GALPIN MOTORS OBSERVES SIGNIFICANT INCREASE IN POSITIVE ONLINE REVIEWS UTILIZING MARKETPLACE SOCIAL
Jeff Skobin serves as director of marketing for Galpin Motors and implemented MarketPlace (MP) Social in October 2011. Skobin says he uses MP Social survey data to assess employee performance and hold employees accountable, one of several features that places MP Social in a league of its own.
When asked about the results he has seen since implementing MP Social, Jeff stated, "There are more positive reviews stemming from the service department than ever before, and I believe it's because of MP Social." Jeff continued to rave about the simplicity of the MP Social process: "It's great. I don't have to lift a finger. Survey emails are automated and sent to my customers. I don't have to worry about sifting through survey responses, because it's done for me." Skobin went on to state that MP Social makes his life easy in that he only receives alerts about negative survey responses, allowing him to take action to turn unhappy customers into happy ones. In addition, Skobin emphasized the importance of the automated emails that go to customers who respond positively to the surveys, requesting they post complimentary reviews on primary reputation websites, such as DealerRater, Yelp, Google, etc. "Without much effort, our CSI (customer satisfaction index) is higher than ever," said Skobin.
Skobin loves receiving emails with survey results that include links to the specific customers within DealerSocket. He also enjoys the nicely formatted customer information MP Social provides, including email addresses, phone numbers and mailing addresses. Clairvoyantly, Jeff suggests, "It would be very easy if a general manager wanted to implement a process for the sales rep to call the customer and say thank you for visiting. That is the best opportunity to convert an unhappy customer to a happy customer."
"There are more positive reviews stemming from the service department than ever before, and I believe it's because of MP Social."
Skobin is quite enthusiastic about MP Social, stating, "I would recommend this product to others, especially to those who don't employ their own marketing departments. Quite simply, you can manage your stores based on the information received from these surveys."
Jeff Skobin is director of marketing for Galpin Motors and has worked there for nine years. He is also a graduate of USC.