During a presentation at the Center for Automotive Research Management Briefings last week, U.S. Vice President of Customer Experience and Vice President of Global Quality Alicia Boler-Davis at General Motors explained that the automaker is expanding its definition of customer experience.
“We’re no longer thinking about a vehicle sale as a transaction or a singular event,” Boler-Davis said. “We’re thinking about it as part of a relationship between the customer, the dealer, and GM.
In effect, The General’s new definition of customer experience consists of what takes place before, during, and after the sale. “Put another way, the customer experience begins long before our products make it to the dealer showroom”, said Boler-Davis. “It begins with our very decision to build a vehicle… and involves every customer touch point after that. It involves the entire enterprise.”
According to Boler-Davis, the new definition impacts every function and every employee across the automaker — from Product Development and Manufacturing to Sales, Service, and Customer Engagement Centers.
The GM Authority Take
This is a very welcome way of thinking. We wonder, though, how The General will put the new-and-improved definition to action, especially considering that the automaker is causing some would-be customers grief by leaving several glaring holes in its vehicle lineup… that all occurs before the transaction, right?
Comments
Right!
And getting a bunch of hidebound dealerships to go along with the program will be another steep hill to climb. But I am glad GM is having this conversation.
Can you provide a definition of a “hidebound dealership”?
Just curious,Thanks.
“Obstinately conservative and narrow-minded.” – Webster’s New World Dictionary”
Have a 2017 High Country with corrosion across the whole back edge. Reported it when 3yrs old and 63000 miles and they said nothing they could do until it rotted through before 10000 miles. Nice thing to do for a customer that’s bought 9 new vehicles in the last 20 years and employee with 20 years. Never buying another GM product again. And think I’m going to get on the lawsuits because I’ve also had banging and hard shifts with the transmission and valve noise.
Hello your call is important to us please continue to hold.
Maby they could include support for there older models now. 🙂 That would definately be considered after you’ve purchased it. And would fall under Sales & Service.
Reminds me of the day my employer told me I was no longer just an employee…..but, an Associate!
Excellent idea.
I bought a brand new 2024 Chevy Colorado Z71 in April 2024. The back up camera in the car went out two weeks after I’ve bought it. The charging pad has never worked longer than eight seconds. I have had it in the shop half a dozen Times. The back up camera is still not fixed and it’s December 31, 2024. They have a coax cable that I am told has to be made individually to each vehicle and they don’t make them. I feel like I have inconvenienced the people at Westside Chevrolet in Houston just to be able to drive a car that I bought brand new off The showroom floor. I am so frustrated with GM Chevy and even the claims department that they cannot get this vehicle fixed. I was told that the part ( A 2 inch coax cable) has been ordered off of the assembly line because it is not even Available in their stock. I am so confused by what they Have not done or been able to do and their attitude towards me.