View Full Version : Talk to the new President of Customer Experience, wat do u guys think of this??

09-30-11, 12:01 AM
DETROIT Paul Copses will become the first U.S. vice president of Customer Experience at General Motors, charged with leading efforts to win and keep customers for Chevrolet, Buick GMC and Cadillac.

Copses, currently executive director Customer Care and Aftersales, will begin his new job Oct. 1, and will be tasked to ensure GM leads in providing the highest levels of customer care in the U.S. automotive industry.

He will report to GM North America President Mark Reuss and regularly provide updates directly to GM Chairman and CEO Dan Akerson.

Reuss said the new appointment was part of General Motors' drive to have every employee actively focused on attracting, retaining and delighting customers.

"We're offering customers what we believe to be the best range of cars, trucks and crossovers in our history," Reuss said. "We're equally serious about giving them world-class customer service. Paul will be the voice of our customers and will work to remove barriers that prevent our company and our dealers from achieving higher levels of customer satisfaction."

Copses will lead a strategy development team and coordinate GM's customer relations activities including call centers, post-sale policies and dealer network customer care standards.

Copses has held leadership positions around the world in GM's customer service and aftersales operations, including assignments in Canada, the Middle East, Latin America and Europe. He began his GM career with GM Canada in 1984 and holds a Bachelor's Degree in Finance from the University of Toronto.

Mr. P.
09-30-11, 04:31 PM

Mr. P.

09-30-11, 05:15 PM
Philosophically an opportunity...but if he is not empowered with "get it done" authority...then the silo of customer experience will be just that a silo...

Give him the authority along with the responsibility or forget it.

Mr. P.
09-30-11, 10:15 PM
Same person/people. Same job. Same responsibilities. The only change was the job title. IMO business as usual.

Mr. P.

10-01-11, 08:17 AM
Same crappy service as usual. Change title, give more money take more from customer, GM New Business Model.

Professor Wizard
10-12-11, 05:29 PM
I think they just did this to give the guy a raise.

I am currently dealing with Cadillac Customer dis-Service with my 09' SRX ... 46 issues requiring shop time in 2 years... and Customer Service just dodges my calls.

The system is saving GM Millions of dollars by blowing off customers with problem cars. No way is GM going to change that!