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.


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