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Got a problem with GM? Talk to its new VP of Customer Experience

Thursday, September 29, 2011

Paul CopsesMeet Paul Copses, the first U.S. vice president of Customer Experience for General Motors. Starting October 1 2011, Copses will take responsibility for charming and keeping customers for the General Motors suite of automotive brands. Mark Reuss, GM North America President, will get direct reports from Copses, and regular updates will also be provided to Chairman and CEO Dan Akerson.

General Motors talks a good game about how important it is to not only build competitive products, but also treat customers like the lifeblood of the company that they are. Upset a whole bunch of car buyers, and it won't matter how good the next Malibu is. To that end, Copses previous experience as executive director of Customer Care and Aftersales will be handy. That role, working with service and ACDelco parts, has at least exposed Copses to the ongoing relationship customers have with their automobiles and dealerships, so now let's see if he can put that experience to practical use. If Paul Copses is successful, General Motors customers are going to be happier and more loyal, and perhaps even new to the fold. Read the press release after the jump.


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