The customer is always right, so we’re told. That is an old analogy but it rings true for the engineers at General Motors behind wonders such as the Corvette Stingray, Cadillac CTS, GMC Sierra and Buick Enclave. This is because they are going to learn what customers love and hate about the vehicles they are producing right from the dealership sales floor where the magic happens.
The automaker has so far sent 90 engineers into the front lines to meet with field service engineers, dealership sales managers and aftersales service technicians among many more people to follow. Their hopes are to identify ways to make better cars and to improve the communication they have with their customers.
Mark Reuss, GM’s executive vice president of Global Product Development, is particularly proud of the program, noting the engineers are acting as “agents of change” within their respective departments, and are teaching lessons that create the customer-centric culture at General Motors.
Corvette Chassis Systems Engineer Michael Bailey said that the program does indeed work.
“It gives me new perspective on what I do every day, like things I need to put more focus on that can help our dealers and improve the customer experience,” Bailey said.
After the visits, they go to Walt Disney World, where they educate themselves on how Disney conducts their customer relations and earn high marks for their customer satisfaction. Should come in handy, considering how Disney manages to keep such a high customer satisfaction rate at its theme parks despite the steep admission prices.
Comments
Hopefully they will fix the small-overlap crash test ratings and get a new engine lineup!
(VVT, SIDI and iVVL in all I3’s and I4’s)
(VVT, SIDI, iVVL and AFM in all V6’s and V8’s)
1.2L Turbo I3 with 135HP and 150FT-LBS
1.4L Turbo I4 with 175HP and 190FT-LBS
1.6L Turbo I4 with 215HP and 230FT-LBS
1.8L Turbo l4 with 240HP and 285FT-LBS
2.0L Turbo I4 with 280HP and 300FT-LBS
2.5L TDI I4 with 175HP and 290FT-LBS
2.8L TDI I4 with 195HP and 350FT-LBS
2.8L Twincharged V6 with 355HP and 380FT-LBS
3.2L TDI V6 with 290HP and 450FT-LBS
3.6L Twin-Turbo V6 with 420HP and 440FT-LBS
4.3L V6 with 335HP and 310FT-LBS
5.3L V8 with 365HP and 390FT-LBS
6.2L V8 with 450HP and 475FT-LBS
6.2L S/C V8 with 625HP and 635FT-LBS
6.6L TDI V8 with 400HP and 770FT-LBS
7.0L V8 with 520HP and 505FT-LBS
If GM goes to Disney for customer relationships, they will not learn much. Some Disney employees mistreat their customers, as Disney’s business is to make money, not treat their customers correctly. BTW, GM should have Disney install EV charge stations in all of the parking areas of their tourist “traps” (a.k.a. attractions).
Please add the heads up display to the Enclave.
Please raise the screen for navigation, etc.
Please make the headrest less invasive for those of us who are not tall (I have heard you may have done this in newer Enclaves).
Please have heated side mirrors.
Please ensure smoother shift changes.
Please keep it as comfortable as the original (but improve those invasive headrests)..
Please keep the wonderful climate control.
Please improve the gas mileage.
Please add a little more front seat storage.
Please note: I have a 2008 Enclave (AWD) and would recommend it to anyone.