The Eleventh Day of Blogging – Detect and manage crises before they escalate
Please note that this post is a part of our holiday inspired series of blog posts, the “12 Days of Blogging.” We are looking at the brands and the stories that have made the biggest social media splashes in each month of 2014. Today, we continue this series with November:
General Motors have been facing the worst safety-defect crisis in the company’s history. Through this crisis, they have developed an effective crisis management strategy fuelled by Social Intelligence, to catch early signs of product flaws from customers airing grievances around the vehicles.
GM has enlisted an internal team of social-media managers, customer service staff and even executives at the highest rank, to monitor social media 24 hours a day, scouring relevant hot topics all across social media and automotive chat rooms, to ultimately discover these issues and deal with them, before they escalate.
For further reading on using Social Intelligence for crisis management, check out our new ebook: Plan for your Next Crisis with Social Intelligence.