On Twitter, General Motors exchanges comments with its customers about the faulty-ignition recall: GM uses social media to respond to customer gripes

摘要

General Motors has a strategy to deal with backlash from consumers on social media: search for complaints, respond quickly and assist customers. As GM contends with questions over an ignition switch recall covering 1.6 million cars, it also must deal with annoyed owners who air their grievances on Facebook, Twitter and elsewhere. And consumers don't mind being snarky - perhaps damaging GM's reputation in the process. In one instance, a Chevrolet Cobalt owner took a dig at Chevy on Twitter by saying he's waiting for his car to shut down and kill him - a post that drew a response from the Chevrolet customer care Twitter account in less than an hour. The GM recall includes 2005-07 Cobalts.