In early July, GM announced the launch of a new feature called ‘Tell Fritz” on its GM Reinvention website, where CEO Fritz Henderson would personally review and respond to consumer concerns on a daily basis. Well it took less than a month before Henderson realized, surprisingly enough, that it might be a tad inefficient for the CEO of one of the largest corporations in the world to personally field concerns from consumers on an individual basis, no less via a medium that everyone in the industrialized world has access to.
“We get customer complaints,” Henderson said. “I’ve got a small team who follow up on everyone. It’s about pouncing on those” and trying to resolve them.
Henderson has said that though he can’t possibly keep up with all the questions, he still thinks the blog beneficial. In a video address on Gmreinvention.com Fritz said that he is considering delegating some of the burden for addressing consumer concerns to members of his management team.
-By Stephen Calogera
Source: Inside Line