If there ever was a poster child to prove the cause and effect of poor customer satisfaction on loyalty and future purchases, one need look no farther than Toyota. One of major consequences of their customer satisfaction challenges is the loss of prospects. Two recent studies have shown that Toyota did, in fact, take a hit during the worst of its crisis of confidence.

Customer Satisfaction is meeting or exceeding expectations. Social Media can be used to show how your dealership satisfies customers and can add some new ‘expectations’ customers never knew they had. Think of social media as making a dealership a more friendly place to come to, whether you are coming for a new car, a used car, or service.

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