Video: How Nissan connects negative online word of mouth to real-world solutions

When your customers complain about your stuff, you do everything you can to fix it. But how long does it take for that complaint to get to you in the first place? For huge companies like Nissan, it’s even harder to gather all of the incoming complaints and get them to the right person to solve the issue.

In fact, according to Nissan Senior Manager of Customer Experience, Anne McGraw, one unhappy customer’s Twitter rant persuaded someone about to buy a car to leave their dealership. She says with their new system of “Diagnostic Social Care,” they’ve gotten much better at identifying problems, communicating them to the company, and getting results fast.

In her presentation at’s Member Meeting, she explains:

  • Why your customers want to help you solve an issue
  • How social media listening reports helped them get ahead of an “onion smell” issue before the media blew it up
  • Why social teams shouldn’t become the next call centers

Watch her full presentation below.

Nissan: Diagnostic social care, presented by Anne McGraw from on Vimeo.

Download her presentation deck here.

Tags: , , , , ,

Comments are closed.

Featured Downloads

9 Things to Share That Start Conversations

Use the examples in this guide to help inspire ways to make your message more portable and shareable.

Read More

3 Must-Use Word of Mouth Marketing Tools

These tools will help you kick off any word of mouth campaign no matter what topic, industry, or budget.

Read More

The Top Four Tips for Multiplying Your Word of Mouth

These tips can help you get your marketing to do more work without a lot of extra effort.

Read More

10 Ways to Turn Around Negative Word of Mouth

The most effective ways to stop negative WOM with examples from Zappos, FedEx, Dell, and more.

Read More

The New Topics Worksheet

All word of mouth starts with a topic of conversation — a simple, portable, repeatable idea that gets people talking.

Read More

The Word of Mouth Action Plan

Create a complete word of mouth marketing plan using this worksheet’s eight simple steps.

Read More