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Nissan: ‘Facebook could change customer service’

By Alistair Harris

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Though Facebook may currently be seen by many businesses as an outlet for social media marketing campaigns, Nissan have suggested that the network could become the future method of dealing with customer complaints, according to a report published by autoguide.com.

A popular following, with around 279,000 fans on their Facebook page, Nissan are looking to make the transition towards a more forward approach in dealing with customer queries and complaints.

Nissan’s director of marketing and communications, Erich Max, spoke about the possibility.

He said: “There will be a day when people will go to Facebook as a preferred method, based on what I’ve seen in 90 days, I realise that this is something we are going to have to deal with in the future.

“As opposed to operators or help desks just waiting for a customer to complain, we need to have a Facebook presence to solve issues before they get bigger, and take a more pro-active role in identifying consumer issues or questions.”

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