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July 08, 2010

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Sherry Lowry

Glad you're drawing attention to Mazda, David. I've a (beloved!) Mazda Miata MX-5.

Incredible #'s of us are active WOM evangelists for this car, brand - and in some cases, EVEN the company. (leave the dealers out of this, tho...I've not yet met one I can do biz with...so here in Central Tx tons of us support FORMER dealer service mgr's who went on their own - together.)

All that aside, their Zoom Zoom approach deserves all the accolades it gets.

I've had a Corvette, a Nissan 300 ZX - both of which I drove the ___ off of before finally selling each.

Thanks for the tip around Mazda's new approach to the marketplace. Will definitely follow that.

NOW...if they will just hire YOU for their dealer-relationships - all will be ultra fine.

Hopefully. At least, they'll be trying. Right now that's not obvious if they are - beyond training - fear-based up-selling like crazy in the dealer service wait-rooms. Revolting!

David Meerman Scott

Sherry

Thanks so much for commenting. People like you are obviously huge fans of the brand. Good for Mazda Australia to cultivate relationships. I agree -- dealers usually stink at this. They are too focused on SELLING to pay any attention to communicating like humans.

David

Rick Henderson

Mazda definitely has its share of sleazy car dealers (see http://jalopnik.com/5533462/dealership-charges-mentally-disabled-woman-63000-for-used-mazda). However they’re not all bad. The dealership I bought my Mazda 3 from actually took the time to teach me how to drive a manual (a process that requires quite a bit of patience), and this was before I had even signed off on buying the car. I’m glad Mazda is engaging the community, the site looks great.

Richard K Bloom

You mention how companies hate to lose control of their marketing. True. Yet, the online community and fan base thrives on the spontaneous comments and engagement of their customers. It's up to the companies to get involved in the discussion, but trying to infuse the "company line" makes the dialogue stilted and self-serving, and therefore,ultimately unsuccessful.

essa

You mention how companies hate to lose control of their marketing. True. Yet, the online community and fan base thrives on the spontaneous comments and engagement of their customers. It's up to the companies to get involved in the discussion, but trying to infuse the "company line" makes the dialogue stilted and self-serving, and therefore,ultimately unsuccessfu

Leisa Dreps

You make a good point when it comes to selling and communicating. Kind of like a car, a customer is a long-term investment. You have to back your service with genuine interest! For a dealer, the deal is not over even when the car has been sold and driven out. They have to pay attention and care about the concerns of their customers.

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