Trends Report

How Social Media Can Improve The Automotive Customer Experience

July 31st, 2009
Ron Rogowski, VP, Executive Partner
Ron Rogowski VP, Executive Partner
With contributors:
William Chu , Angela Beckers

Summary

A recent Forrester survey of 4,500 online consumers showed that people want auto manufacturers to engage them with social media. For auto manufacturers, a good social media strategy can help strengthen relationships with consumers while providing cost-effective insights into consumers' needs and attitudes. To design effective social media experiences, customer experience professionals at automotive companies should profile customers' Social Computing behaviors and call out social behaviors in design personas.

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