How GM Uses Social Media to Improve Cars and Customer Service
Harvard Business Review
FEBRUARY 12, 2016
In 2013, we created a global Social Media Center of Expertise (CoE), staffed by about 600 people in five regions from the marketing, communications, and customer care teams, with the goal of enhancing the company’s market-based decision making (part of CEO Mary Barra’s mantra of earning customers for life ). Integration is hard.
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