I just read a piece in the New York Times about hecklers at the auto show by David Segal and I realized that the auto companies missed a huge opportunity to have a conversation with their customers. Stuck in their ways, they are still hiring people with limited knowledge of their brands to stand there and look the part.
“We get a lot of, ‘You’re going out of business,’ ‘You guys are going bankrupt,’ ” said Shannon Melahn, part of the Chrysler presenting team. She shrugged and added, “We just smile.”
Wow. Wouldn't it have been better to seize this opportunity to have conversations with the visitors by staffing the show with employees that had a deep understanding of the brands?
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