This is the transcript of an interview with Michael Wiley, Director New Media, GM Communications, at General Motors. The discussion focuses on GM’s new blog, GM FastLane Blog, as well as GM’s plans for further developments with communication channels like blogs, podcasting and RSS.
GM has focuses their blogging efforts on customer service and hearing customer feedback directly from the actual customer. Wiley claims that the blog discussions have been very beneficial from both a customer service stance as well as a product innovation and update standpoint. Many of the comments are interesting because, according to Wiley, customers “have been waiting for years and years to be able to vent their feelings to General Motors.” I think that this is very healthy. GM must let these proponents voice their concerns and move on with a sense of loyalty towards a brand that took the time to hear the concerns.