General Motors has announced the official opening of its Customer Engagement center, located within the GM Technical Center Campus in Warren, Michigan. Business consolidations will bring 300 advisors and 35 GM managers to the new facility by the end of the year.
Unlike the countless companies that outsource the majority of their call operations, GM will manage them as a core part of the business, helping bring hundreds of jobs to the US.
“We recognize that our front line of customer advisors is directly connected to our bottom line,” said senior vice president Global Customer Experience and Product Quality, Alicia Boler-Davis. “Instead of focusing on closing cases as quickly as possible, we’re focused on listening to our customers and satisfying them as quickly as possible.”
GM says the new Customer Engagement Center is designed to encourage creativity and collaboration among the team members as they listen to and respond to customers’ needs and wants.
Building the Customer Engagement Center on the Technical Center campus allows for customer feedback to quickly be passed along to product developers. Building on this idea is the “Listening Lounge”, which allows for product engineers and designers to directly listen in on customer calls.
Advisors will also identify customer feedback and relay the information that will most benefit GM’s product teams. GM says this “closed loop” of info helps the continuous improvement of their cars and trucks based on the customers’ needs and wants.
Comments
So this begs the q’s, who should be designing these cars and trucks? The customer or the experts that went to school to learn their craft and get paid to do so?
I choose the experts every time!
There is a reason we are not nfl quarterback’s none of us are good enough to do it!
If you think you can walk into a office and build better cars and trucks and keep all the dead lines and fiscal responsibilities in order then your just plain wrong, it’s harder then it seems kind of like playing quarterback!
This isn’t supposed to be telling the experts exactly what to do when they build the vehicles, this is meant for improvements that can be made and what matters to the customer.
Hopefully, this is a true sign that GM has changed.
Significant problems and minor issues now have a proper venue to be
addressed and quickly corrected, from the customer and the vehicle perspective.
Now, let us see if this “It’s about time” moment, can be strengthened into a permanent “New GM” core value!
So you call in and say I have a issue with this car?