Meet 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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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.


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