Social media is radically changing the way companies and consumers interact.
For one thing, it’s all very public.
Take this Twitter exchange between a Kia owner and the manufacturer:
@KiaMotorsSA I really love my 2011 Cerato 2.0 L but there’s this big door rattle on the driver side killing the driving pleasure big time!! I’ve taken it to Kia Centurion and they can’t seem to deal with it. What can you recommend for me?
Kia Motors SA ?@KiaMotorsSA Good day @xxx please could you DM your details or use our “How Can We Help” app in our FB to direct your query to the Technical dept.