Nicki Snyder, Chief Marketing Officer of American Road Group will be hosting an insightful session at Digital Dealer Conference & Expo 2025! The 25-minute talk is titled “Don’t Feed the Trolls… Hug Them (Digitally): The Art of Turning Online Fury into Brand Loyalty with Real-Time, Real-Talk Replies”
Nicki Snyder
In today’s always-on digital world, businesses and dealerships don’t just receive reviews, comments, and complaints, they’re watched for how they respond to them. This session dives into the power of real-time, actual human replies to even the most animated online customer feedback. Embrace the chaos of comment sections and review platforms, using authenticity, consistency, and a little humor to disarm critics and build long-term loyalty.
It’s what the session likes to call a Digital Sniper strategy. Packed with creative and quiet strategy, and a few spicy real-world examples, this session shows how even the angriest post can become a golden opportunity. Learn why every single review matters (yes, even that one), why bots don’t cut it, and how a consistent brand voice—carried by real humans—can turn digital friction into connection. Especially in the dealership world.
Perfect for marketing teams, dealership managers, and anyone who has ever thought, “Should I reply to this…?” Because the answer is inevitably: YES.
Key Takeaways:
- Proven strategies for responding to angry or negative comments with empathy, wit, and professionalism. The ROI of replying: how turning critics into fans impacts your bottom line.
- How to maintain a consistent brand voice across platforms while still sounding human.
- The psychology behind why replying matters (and how silence can hurt). The Why Behind the Reply, if you will.
About Nicki Snyder
Nicki Snyder is a seasoned marketing executive with 18 years of experience in the motorcycle industry, leading marketing, advertising, public relations, and digital strategy for some of the most influential Harley-Davidson dealerships in the nation.
She began her career as a marketing coordinator at a single-location dealership and now serves as Chief Marketing Officer for American Road Group, headquartered in Orlando, Florida. The group operates 13 locations across five states and employs over 500 team members. Nicki holds a B.A. in Journalism from Malone University in Ohio and has been recognized for her storytelling and brand-building skills—featured as a blogger for NBC’s Today Show and The Kelly Clarkson Show, and spotlighted in Powersports Business, where she was named to the 40 Under 40 Class of 2023.
Driven by a passion for delivering exceptional customer experiences, Nicki is committed to staying ahead of digital trends, mastering algorithm shifts, and maintaining a strong and consistent brand voice. Her focus is always on exceeding expectations—internally and externally—while pushing the industry forward with smart, strategic, and human-centered marketing.
Explore DDCE2025
#DDCE2025, coming to the Mandalay Bay in Las Vegas on October 14 and 15, is the event that brings the auto retail community together. Attendees are able to cultivate business relationships and growth through its expo hall, networking activities, and insightful sessions that attract dealership and OEM professionals from across the U.S. who are seeking new ways of enhancing dealer operations.
The show has been redesigned in 2025 to offer a more focused experience over two days, with restructured sessions and expanded expo hall time. The new format gives attendees the time and space to focus on what matters most to them.
“We’re excited for attendees to experience the innovative updates Digital Dealer has put in place,” said Group Show Director Jaymie Nielsen. “All content is thoughtfully scheduled with no overlap and includes dedicated expo hours to maximize engagement.”
Digital Dealer Conference & Expo will include:
- Dedicated Expo Hall hours to discover new solutions, make connections with peers, and fast-track your buying decisions.
- 25-minute expert led talks that provide a deep understanding of the topics and trends dominating the industry today, all in an easy-to-digest package.
- 90-minute hands-on, immersive sessions so you leave with a clear understanding of not just what to do but how to execute it.
- The Ultimate AI Hackathon, an exhilarating workshop designed by Brent Wees of idea.meet.plan where teams battle it out to create innovative AI-driven marketing solutions.
- And more!
Digital Dealer offers full conference and expo badge options, as well as an expo hall-only option for Dealerships/OEMs. There is also Non-Exhibitor Conference & Expo Pass.
Two days. Endless value. Check it out and save your spot!
Click here to register now.
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