Among a large number of thoughts, I suggested here that companies need to support and engage customers in conversation. I highlighted the need for transparency and showed ways this might happen. One example I gave was relevant to the auto industry where car designers could engage with the customer.
So it was a pleasant surprise today to see that GM has gone one better. Bob Lutz, Vice Chairman of GM has just started blogging here. According to the San Jose Mercury News, the intention is to allow comments both positive and negative.
He has posted about some new Saturn concept cars and the quality of interiors on GM cars. And he has already admitted that while their interiors are getting better there is still much to be done.
This is most senior executive at a major corporation that I am aware of who has engaged in this way. Very encouraging indeed.