Customer retention is GM’s next big target, says quality and service chief Alicia Boler-Davis.
Find out more about the strategy they have put in place.
For one thing, [says Boler-Davis], the maker has to be more focused on what customers say they want. “In the past” she admitted, “we focused on what we thought the customer needed.”
GM also plans to change its approach to design changes.
Right now, company officials suggest, about 52% to 53% of GM buyers can be expected to trade in for another Chevrolet, Buick, Cadillac or GMC product next time around. Simply boosting that by 1% would have a significant impact on the bottom line, however.