G.M. Uses Social Media to Manage Customers and Its Reputation (NY Times)

“They really have the opportunity to fundamentally redefine themselves as an open, transparent, listening organization.”

How much is enough? How far back do you need to go (customers are calling about 2006 cars)? Brands need to plan in advance for such a response, particularly to align online promises with products and costs.


Say Goodbye to the Car Salesman (WSJ)

… As we’ve known him. “Today, customers find the car first, then the dealership… That has led many dealers to eliminate commissioned pay, price new vehicles closer to their own costs and station more staff in front of computers…”.

“The chain also instituted a no-haggle policy, setting an advertised price and sticking to it.”

“When Mr. Iacono jettisoned sales commissions, more than three-quarters of his sales staff left, he said. The store had to hire new people, and went outside the car business to find new recruits.”

“The heavy lifting is now done online and if you’re not in that flow, you’re not going to see the bulk of the business.”