GM Customer Engagement Center Focuses on Building Relationships, Improving Products | Edmunds

GM Customer Engagement Center Focuses on Building Relationships, Improving Products


Just the Facts:
  • General Motors says it will build relationships with buyers and improve products with the help of its new Customer Engagement Center.
  • The Warren, Michigan center features a "listening lounge" that allows product designers and engineers to listen in on customer calls.
  • GM says the center "greatly reduces the time it takes to satisfy a customer."

WARREN, Michigan — General Motors says it will build relationships with buyers and improve products with the help of its new Customer Engagement Center. The facility made its official media debut on Monday.

The Warren, Michigan center features a "listening lounge" that allows product designers and engineers to listen in on customer calls. The setup "enables the company to quickly funnel customer feedback to product developers," the automaker said in a statement.

The center employs 300 advisors and 35 GM managers. GM took a page from the playbooks of Disney, Apple, Ritz-Carlton and Amazon in changing how it deals with customers.

"We recognize that our front line of customer advisors is directly connected to our bottom line," said Alicia Boler-Davis, GM senior vice president of Global Customer Experience and Product Quality, in a statement. "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."

Edmunds says: GM ups the ante when it comes to taking care of its customers.

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