Customer Experience is New Luxury Battleground

Cadillac institutes cultural initiatives to improve customer service

2012-04-25

DETROIT – The fierce competition between luxury automotive brands extends beyond artfully designed, high-tech new products. It’s about capturing the hearts and minds of affluent customers before product or price enter the equation.

“While we’ve performed fairly well in customer service, we sensed a bigger opportunity,” said Kurt McNeil, vice president of Cadillac Sales and Service. “We call the approach Defining Moments – the fact that every interaction with a customer can potentially define our brand.”

Spurred by the brand’s ongoing momentum in product and marketing, Cadillac gained insights from outside the automotive space to enhance its approach to customer experience.

“Cadillac is the real thing when it comes to the products, and its... [Read More]

Not too much to reveal, but it does appear to be riding on a stretched platform and slightly larger in size:

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