The saying goes that if you scream and shout enough, someone will eventually listen and come to your rescue. Mark Reuss, General Motors’ North America president, says that the company is listening better to customers thanks to the connectivity and interactivity allowed through social media.
In one case, a customer who had been complaining about a rattling noise coming from his vehicle said he couldn’t find anyone to fix it. Reuss eventually dispatched an engineer to the customer’s house on New Year’s Eve to find the problem and fix it.
“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,” Reuss said. “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.”
So, if you’re having troubles with your Chevy, Cadillac, Buick or GMC – you should Tweet about it.
“Going forward, we’ll be doing a lot more of exactly this kind of listening,” Reuss said. “And the explosion of new social networking tools is playing a huge role here.”
- By: Kap Shah
Source: Automotive News (Subscription Required)
