Keep them coming back for additional. That's the idea GM is banking on, reports Auto News. Worker bonuses will be based in part upon the loyalty of customers.
Return business is key
General Motors North America president Mark Reuss has determined that a portion of the bonus pay for over 29,000 United States employees will be contingent upon return sales and after-sales service at dealerships. Reuss told the automotive press that this is the first time not only in his 26-year career, but likely the first time in General Motors' history that employee rewards have been paid out in this way.
Number one thing is customer
Return business is key
General Motors North America president Mark Reuss has determined that a portion of the bonus pay for over 29,000 United States employees will be contingent upon return sales and after-sales service at dealerships. Reuss told the automotive press that this is the first time not only in his 26-year career, but likely the first time in General Motors' history that employee rewards have been paid out in this way.
Number one thing is customer
Reuss believes that GM is on target on the subject of establishing consumer loyalty. In the past, one department used to be able to meet goals while overall success was not established due to barriers between divisions. As long as everyone works on consumer loyalty, there should be no issues. Everybody in General Motors North America should focus on consumer loyalty.
"Everybody had their own metrics, which somehow were all green," he said of the old General Motors. "But, weirdly, when we added it up, it was pretty red."
The amount of cash General Motors is offering to employees for bonuses was undisclosed, but Reuss does believe the plan is here to stay. It should be a permanent part of business from now on.
Consumer dedication is transcendent
The quality of GM vehicles off the assembly line and consumer satisfaction at the separate dealerships will be overseen by General Motors consumer experience czar Alicia Boler-Davis. She was given a lot of brand new duties to complete. These areas need improvement and will help increase the customer loyalty at the company. General Motors Brands have begun making changes already, including Cadillac, which has dealers trained to give an extremely luxurious experience to customers, and Chevrolet, which has a checklist of things that must be done to help customers.
Getting the very best marks
In order to prepare General Motors' North American sales force to meet brand new owner loyalty goals, Reuss expects that managers and reps will work closely with dealerships to be able to ensure that General Mot
"Everybody had their own metrics, which somehow were all green," he said of the old General Motors. "But, weirdly, when we added it up, it was pretty red."
The amount of cash General Motors is offering to employees for bonuses was undisclosed, but Reuss does believe the plan is here to stay. It should be a permanent part of business from now on.
Consumer dedication is transcendent
The quality of GM vehicles off the assembly line and consumer satisfaction at the separate dealerships will be overseen by General Motors consumer experience czar Alicia Boler-Davis. She was given a lot of brand new duties to complete. These areas need improvement and will help increase the customer loyalty at the company. General Motors Brands have begun making changes already, including Cadillac, which has dealers trained to give an extremely luxurious experience to customers, and Chevrolet, which has a checklist of things that must be done to help customers.
Getting the very best marks
In order to prepare General Motors' North American sales force to meet brand new owner loyalty goals, Reuss expects that managers and reps will work closely with dealerships to be able to ensure that General Mot
The quality of GM vehicles off the assembly line and consumer satisfaction at the separate dealerships will be overseen by General Motors consumer experience czar Alicia Boler-Davis. She was given a lot of brand new duties to complete. These areas need improvement and will help increase the customer loyalty at the company. General Motors Brands have begun making changes already, including Cadillac, which has dealers trained to give an extremely luxurious experience to customers, and Chevrolet, which has a checklist of things that must be done to help customers.
Getting the very best marks
In order to prepare General Motors' North American sales force to meet brand new owner loyalty goals, Reuss expects that managers and reps will work closely with dealerships to be able to ensure that General Motors will earn top marks in the auto industry for consumer service within two years. The effects have already been felt on the dealership level, said Duane Paddock, owner of Paddock Chevrolet near Buffalo, N.Y. Paddock asked General Motors field reps and managers to help him devise brand new consumer loyalty initiatives, and a useful brand new call center was created.
"Five years ago, if I were to call my zone manager, all he'd try to do is sell me something I didn't need," said Paddock.
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Getting the very best marks
In order to prepare General Motors' North American sales force to meet brand new owner loyalty goals, Reuss expects that managers and reps will work closely with dealerships to be able to ensure that General Motors will earn top marks in the auto industry for consumer service within two years. The effects have already been felt on the dealership level, said Duane Paddock, owner of Paddock Chevrolet near Buffalo, N.Y. Paddock asked General Motors field reps and managers to help him devise brand new consumer loyalty initiatives, and a useful brand new call center was created.
"Five years ago, if I were to call my zone manager, all he'd try to do is sell me something I didn't need," said Paddock.
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