GM uses social media to engage customers in a conversation

Large companies are beginning to understand the power of using social media to listen to their customers. The latest example: General Motors CEO Frederick Henderson’s “Tell Fritz” portal on the company’s “Re:invention” site.

The portal, which the Wall Street Journal calls an “Online Suggestion Box,” encourages visitors to share their “ideas, thoughts and suggestions.” “He'll read them and respond to as many as possible each week,” the site promises.

I dropped Fritz a note this morning, suggesting that if GM wants to “reinvent” itself, it should fast-track the Volt and invest in other new technologies that will truly change the way we drive and consume resources. I’ve had this thought for a while, but the “Tell Fritz” portal gives me the opportunity to do something with it—and it gives GM the opportunity to listen and respond.

If a company as large as GM is using social media to engage customers in a dialogue, other organizations should be able to do the same. How is your company using social media to start a conversation with your audience?

--Anthony J.