GM Harnessing the Power of Social Media in Customer Relations
By Chris Weiss
GM is really putting its effort to listen to consumers and shed the image of a stodgy, non-progressive automaker into overdrive. GM North America president Mark Reuss is tooting GM”s own horn in detailing its new social media efforts that have allowed it to respond to customers like never before.
According to the man: “Every day our agents search Facebook and Twitter accounts checking to see whether customers who use these social media Web sites are having problems with their vehicles. We’ve never done that before. I wish we had because we’re learning a lot about what we can do better. And I know because I’ve made a lot of those calls myself.”
Not only is the company using Twitter and Facebook to make general plans, it’s using it to respond to specific incidents. For instance, Reuss mentioned dispatching an engineer to a customer’s house to repair a rattling noise on New Year’s Eve. And we’re pretty sure he did that just so he could mention it later down the line since it sounds like something any dealer could have taken care of (though the individual cited problems getting anyone to fix it)–and New Year’s Eve: that’s a little too PR-friendly if you ask me.
Regardless, don’t hesitate to drop a tweet about your own GM issues; you might just get more of a satisfying response than you expect. [via egmCarTech]
