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Facebook's never-ending quest to unseat Google and officially take over the world may soon get a boost from a somewhat unlikely source: Nissan.

The Japanese automaker created its Facebook page way back in 2009 and, as of today (August 8, 2011) has close to 300,000 fans. And, as you may expect, 300,000 voices on the internet can be both a blessing and a curse for a huge brand like Nissan.

Erich Marx, Nissan's Director of Marketing Communications, is responsible for the automaker's social marketing efforts (including Facebook, natch), and he apparently has a team of 15 employees dedicated to social media. These men and woman keep track of the comings and goings of the company's Facebook fans and monitor the comments left on its page.

Not all of the comments are favorable... and they are all very public. While the automaker's policy is not to remove or delete any negative commentary, postings that are negative or outright customer service complaints need to be responded to. Says Marx:

Based on what I've seen in 90 days, I can realize 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 proactive role in identifying consumer issues or question.

So, does this mean Facebook will take over telephone-based customer service at Nissan? Not anytime soon, but we'd certainly expect, as social media continues to grow in importance for all automakers, that Nissan's 15-strong staff will grow right along with it. And that number will surely include employees whose job descriptions include resolving customer complaints. It's a brave new world out there, folks.


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    • 1 Second Ago
  • 16 Comments
      Hazdaz
      • 3 Years Ago
      :facepalm: Enough with this Facebook garbage already.
      Jason Fox
      • 3 Years Ago
      What an assinine title for an article, at least make it somewhat related to the content within!
      dukeisduke
      • 3 Years Ago
      It's like someone else wrote the headline. Is that what happened, Jeremy?
      Myself
      • 3 Years Ago
      If I had a Nissan, I'd be rising my middle finger to the company.
        jason.plata@yahoo.com
        • 3 Years Ago
        @Myself
        Why?
          Synthono
          • 3 Years Ago
          @jason.plata@yahoo.com
          So you would rather sit on hold on the phone for half an hour instead of leaving a complaint through a service like Facebook, going off to enjoy your life for a while, and then coming back to see if it's been addressed? Sounds like you don't like life very much at all.
      ebonyblazer
      • 3 Years Ago
      Smart move. I'm a NET10 prepaid wireless customer, and its telephone customer service (along with co-owned Tracfone & StraightTalk brands) has a bad reputation despite its best efforts to improve. The use of Facebook (in conjunction with their websites) has proven to be a much smoother experience. No long wait on the phone, further boiling in-the-moment frustration. And you can explain your issue in detail without the same communication barrier of a phone conversation (most of N10/TF/ST operators are foreign based), potentially getting to the solution faster. Nissan can get the same kind of quality feedback. Not only from textually based correspondence, but from users sharing audio/video that could prove helpful also.
      Mr. Sunshine
      • 3 Years Ago
      Don't make customer service worse than it already is.
      soundbargaming
      • 3 Years Ago
      Eff that. MySpace is ten times better. But both are merely for entertainment. Why do companies constantly beat this dead horse(Facebook)?
        soundbargaming
        • 3 Years Ago
        @soundbargaming
        Besides, Google+ is better than Facebook. But then it'll be something after that, then after that, then after that....
      Basil Exposition
      • 3 Years Ago
      Well, I guess Nissan needs some internet presence since they can't have nissan.com. I bet that just eats them up. I love it. Way to stick to your guns nissan computer!!!!
        GO MUSTANG
        • 3 Years Ago
        @Basil Exposition
        I think that's more irritating for someone looking for Nissan's website than it is for the company...im pretty sure the majority of people who type nissan.com into their browsers are looking for the car company, but since Mr. Nissan got to it first, we get to see nissan computer of NC instead...
      harbour
      • 3 Years Ago
      Now that is without a doubt the most stupid idea ever, ever, ever!!!!
      TRU-BOOST
      • 3 Years Ago
      At least we wont have to listen to the horrible english from some guy in a third world country right !! Seriously though, how impersonal can they get.
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