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Chrysler has ended the online Customer Advisory Board (CAB) and plans to focus on open social networking sites such as Facebook, Twitter, YouTube, etc.
This will give them a larger audience, since the CAB was closed to all but the members. But will they continue with two-sided conversations? For the most part, the CAB was one-sided as well - they would post questions and surveys, etc., and get lots of answers. Although there were a number of chat sessions that were two-way chats were members could get some answers to some of their many questions. And in my opinion, a company that doesn't have two-sided communication with it's customers is no better than one that has no communication.
This is the email sent to members informing them of this.
My question is, has anyone received the email referred to in the bottom of the letter? - the "token of our appreciation for your support"
----------------------
February 25, 2010
Hello,
On behalf of Chrysler LLC, thank you for your personal involvement with the Customer Advisory Board. You have provided us with key insights and the opportunity to meet thousands of loyal fans and owners. Your unfiltered feedback has been extremely valuable; in fact, we have incorporated many of your suggestions into our product roadmap. We are honored that a passionate group of individuals are so committed to our company's success.
In response to the dramatic increase in Social networks and online focus, Chrysler LLC has decided to bolster our Social Media initiatives. On February, 1st, 2010, New Media Strategies (NMS) was announced as our Social Media vendor, who will collaborate with each of Chrysler's brand teams and partner agencies including interactive, media and CRM to establish the two-way dialogue and foster customer engagement online.
A decision has been made to transition the current 'Private' CAB community to our 'Public' on-line communities. This includes a plan to close CAB, beginning March 1, 2010, in order to focus our efforts on Chrysler's existing online population. We invite members to transition to our current online platforms, starting with becoming a 'Fan' of each brand's official Facebook profile, if you haven't done so already.
Your input and feedback on each brand profile page is as important, if not more important than ever, as you will have the opportunity to interact with a broader audience. In addition to Facebook, Chrysler advocates will have the opportunity to be engaged in dialogue using whatever social media tool they are comfortable with including the recently redesigned blogs Red Letter Dodge and RamZone, new Twitter handles, YouTube and Flickr.
Chrysler has big plans for Dodge, Chrysler, Jeep and Ram in 2010, and we'll continue to share the latest news, updates, launches and events. More importantly, we are going to be listening more closely than ever before, and you will see an improvement in the responsiveness and relevance of the Chrysler brands across the Social Media channels.
Once again, thank you for your unwavering commitment to Chrysler LLC. We hope that your experience as a CAB member has been a positive one, even in the most pivotal time in our company's history.
Keep an eye on your inbox, as we will be sending you a follow-up email in the month of March, with a token of our appreciation for your support.
We look forwarded to hearing from you. Now, you can invite your friends, fellow enthusiasts and family members to participate as well.
Sincerely,
Esperansita Bejnarowicz
Social Media Manager
Jeep & Dodge Brands
Cathi Truscott
Social Media Manager
Ram & Chrysler Brands
This will give them a larger audience, since the CAB was closed to all but the members. But will they continue with two-sided conversations? For the most part, the CAB was one-sided as well - they would post questions and surveys, etc., and get lots of answers. Although there were a number of chat sessions that were two-way chats were members could get some answers to some of their many questions. And in my opinion, a company that doesn't have two-sided communication with it's customers is no better than one that has no communication.
This is the email sent to members informing them of this.
My question is, has anyone received the email referred to in the bottom of the letter? - the "token of our appreciation for your support"
----------------------
February 25, 2010
Hello,
On behalf of Chrysler LLC, thank you for your personal involvement with the Customer Advisory Board. You have provided us with key insights and the opportunity to meet thousands of loyal fans and owners. Your unfiltered feedback has been extremely valuable; in fact, we have incorporated many of your suggestions into our product roadmap. We are honored that a passionate group of individuals are so committed to our company's success.
In response to the dramatic increase in Social networks and online focus, Chrysler LLC has decided to bolster our Social Media initiatives. On February, 1st, 2010, New Media Strategies (NMS) was announced as our Social Media vendor, who will collaborate with each of Chrysler's brand teams and partner agencies including interactive, media and CRM to establish the two-way dialogue and foster customer engagement online.
A decision has been made to transition the current 'Private' CAB community to our 'Public' on-line communities. This includes a plan to close CAB, beginning March 1, 2010, in order to focus our efforts on Chrysler's existing online population. We invite members to transition to our current online platforms, starting with becoming a 'Fan' of each brand's official Facebook profile, if you haven't done so already.
Your input and feedback on each brand profile page is as important, if not more important than ever, as you will have the opportunity to interact with a broader audience. In addition to Facebook, Chrysler advocates will have the opportunity to be engaged in dialogue using whatever social media tool they are comfortable with including the recently redesigned blogs Red Letter Dodge and RamZone, new Twitter handles, YouTube and Flickr.
Chrysler has big plans for Dodge, Chrysler, Jeep and Ram in 2010, and we'll continue to share the latest news, updates, launches and events. More importantly, we are going to be listening more closely than ever before, and you will see an improvement in the responsiveness and relevance of the Chrysler brands across the Social Media channels.
Once again, thank you for your unwavering commitment to Chrysler LLC. We hope that your experience as a CAB member has been a positive one, even in the most pivotal time in our company's history.
Keep an eye on your inbox, as we will be sending you a follow-up email in the month of March, with a token of our appreciation for your support.
We look forwarded to hearing from you. Now, you can invite your friends, fellow enthusiasts and family members to participate as well.
Sincerely,
Esperansita Bejnarowicz
Social Media Manager
Jeep & Dodge Brands
Cathi Truscott
Social Media Manager
Ram & Chrysler Brands
