cwerdna
Well-known member
Autoblog: How social media is changing the way car defects and complaints are discovered
http://www.autoblog.com/2013/01/28/how-social-media-is-changing-the-way-car-defects-and-complaints/" onclick="window.open(this.href);return false;
which has links to
Social media emerge as tool to find defects
http://www.autonews.com/apps/pbcs.dll/article?AID=/20130122/OEM11/130129984/social-media-emerge-as-tool-to-find-vehicle-defects-complaints" onclick="window.open(this.href);return false;
http://wardsauto.com/sales-amp-marketing/hyundai-trolling-twitter-negative-customer-experiences" onclick="window.open(this.href);return false;
I came across this long ago...
Power Negotiating After the Warranty Expires:
http://online.wsj.com/article/SB10000872396390443854204578059093585436564.html" onclick="window.open(this.href);return false; (if the link doesn't let you read the whole story, Google for the above title and then click thru from Google)
There this from the above:
Someone there found this from 2010:
GM hires social-media team to track complaints on Web:
http://www.heraldextra.com/business/article_035f1ca6-5857-5e30-916d-6dd493fb243e.html" onclick="window.open(this.href);return false;
Post other similar articles or discuss the presence of automakers (or lack of) in various forms of social media (forums, blogs, Facebook, Twitter, etc.) regarding complaints, problems and defects.
http://www.autoblog.com/2013/01/28/how-social-media-is-changing-the-way-car-defects-and-complaints/" onclick="window.open(this.href);return false;
which has links to
Social media emerge as tool to find defects
http://www.autonews.com/apps/pbcs.dll/article?AID=/20130122/OEM11/130129984/social-media-emerge-as-tool-to-find-vehicle-defects-complaints" onclick="window.open(this.href);return false;
Hyundai Trolling Twitter for Negative Customer Experiences:DETROIT -- Using the auto industry's newest tool to detect vehicle defects is as simple as logging on to Twitter, Facebook or other social media Web sites.
And federal regulators already are doing it, too.
National Highway Traffic and Safety Administration investigators use various forms of social media to do their jobs, an agency spokeswoman acknowledged last week.
...
Chrysler employs Twitter teams to analyze and respond to whining tweets, according to an article in The Economist. Nissan does Web text analytics through text analysis software.
http://wardsauto.com/sales-amp-marketing/hyundai-trolling-twitter-negative-customer-experiences" onclick="window.open(this.href);return false;
I came across this long ago...
Power Negotiating After the Warranty Expires:
http://online.wsj.com/article/SB10000872396390443854204578059093585436564.html" onclick="window.open(this.href);return false; (if the link doesn't let you read the whole story, Google for the above title and then click thru from Google)
There this from the above:
I know that at Cruzetalk, there is a GM rep who chimes in regularly: http://www.cruzetalk.com/forum/9-chevrolet-cruze-general-discussion-forum/4613-gm-social-media-customer-assistance-representative.html" onclick="window.open(this.href);return false;. I believe the staff over there have vetted her as being official. I've seen her sometimes ask folks w/problems for their VIN and other details in PM.Two years ago, General Motors Co. GM says it didn't systematically monitor social media and other websites for customer complaints. Now, the company has 25 to 30 people assigned to that duty full-time, says Alicia Boler-Davis, who earlier this year was appointed head of GM's global quality and customer-experience activities.
"We're engaging in over 8,800 unique interactions every month," she says. These range from congratulating new owners to explaining confusing technology or features, or responding to complaints about a defect or a breakdown. Ms. Boler-Davis says GM is giving customer-service personnel and dealers more latitude than in the past to use GM money to resolve complaints and subsidize repairs on the spot.
Someone there found this from 2010:
GM hires social-media team to track complaints on Web:
http://www.heraldextra.com/business/article_035f1ca6-5857-5e30-916d-6dd493fb243e.html" onclick="window.open(this.href);return false;
Post other similar articles or discuss the presence of automakers (or lack of) in various forms of social media (forums, blogs, Facebook, Twitter, etc.) regarding complaints, problems and defects.