How GM Uses Social Media to Improve Cars and Customer Service
Harvard Business Review
FEBRUARY 12, 2016
In North America alone, GM staffs 26 full-time social media customer care advisers — not including marketing and communications personnel — covering more than 150 owned social channels from GM, Chevrolet, Buick, GMC, and Cadillac and approximately 85 earned sites such as automotive enthusiast forums. Be active listeners.
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