Customer Tweets Tesla for New Feature and Elon Delivers
Thursday 24 August 2017
It is refreshing to see social media used correctly by a large company. Many times replies to suggestions that customers make on Twitter are bland or politely worded excuses. I have a lot of respect for the can do attitude of Elon Musk at Tesla and his reply to a Tweet on August the 19th has reinforced my opinion that he is refreshingly proactive.
Paul Franks Tweeted "@elonmusk can you guys program the car once in park to move back the seat and raise the steering wheel? Steering wheel is wearing."
Only 24 minutes later Elon Musk replied "Good point. We will add that to all cars in one of the upcoming software releases."
Whilst Elon, rightly, will not implement all customer requests he is listening to his customers and responding.
There is another side to this story too. Elon is able to promise this extra feature because the software in their customers' cars can be updated over-the-air. They can push it out to all their customers, improving customer satisfaction (rather than the old business model of forcing customers to buy a whole new car so they can get new features).
As more services are delivered online expect, and demand, pro-active responses such as Elon's.