Listening to your customers: Ford uses social media to become a “Car Utility Company”


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Scott Monty, Head of Social Media at Ford, was interviewed at Ford HQ on the influence of social media at Ford.

Lee Odden questioned Monty on how Ford has embraced “social”, one of his key quotes for me was how they have listened to customers and now aim to become a “Car Utility Company” giving people the features they request and need. Monty goes onto say how social media isn’t just about talking to anyone online, its about talking to the people you want to talk to online. Organisations should take heed of this and resist a broadcast message style when using social media. If social media is a conversation, you wouldn’t shout at your customers when they aren’t even talking to you would you?

Check out the video below, and follow Ford’s principles – provide a great customer experience online (as Scott Monty is famous for) and give your customers something to talk about.

Interview with Scott Monty, Head of Social Media at Ford Motor Company. Interviewed by Lee Odden of @toprank at Ford World Headquarters March 2010.

Thanks for the original link from The Social Customer

Republished with author's permission from original post.

Colin Shaw
Colin is an original pioneer of Customer Experience. LinkedIn has recognized Colin as one of the ‘World's Top 150 Business Influencers’ Colin is an official LinkedIn "Top Voice", with over 280,000 followers & 80,000 subscribed to his newsletter 'Why Customers Buy'. Colin's consulting company Beyond Philosophy, was recognized by the Financial Times as ‘one of the leading consultancies’. Colin is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 2% of podcasts.


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