There is perhaps no physical possession about which customers are more passionate than their cars. At my first job at The Danbury Mint, I remember customers critiquing every last detail of the products – and those were 1:24 scale replicas of the real thing. General Motors understands this dynamic, which is why they have staffed a team of social care experts to represent their suite of car and truck brands in the world’s most public customer service channel.
“We are the team minding the best in...
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