GM appoints Paul Copses as first U.S. vice president of Customer Experience

Article by Christian Andrei, on September 27, 2011

General Motors has named Paul Copses to be its U.S. vice president of customer experience starting Oct. 1. The 50-year-old company veteran takes on this new position, which is responsible for winning and retaining customers.

Copses is currently the director of customer care and aftersales at GM. He will be reporting to GM's North America president, Mark Reuss, who has made customer retention a priority. Copses is also tasked to give regular updates to GM CEO Dan Akerson.

Reuss said that Copses would serve as the “voice” of its customers and will seek to remove the obstacles that prevent GM and its dealers from reaching “higher levels of customer satisfaction."

GM said that Copses will make sure that the automaker is the leader in offering the best customer care in the U.S. Copses will be heading a group to form a new customer-relations strategy.

He will make sure that dealerships maintain GM's customer-care standards and he will manage the call centers, post-sale policies and other related areas. Copses began working for GM Canada in 1984 but since then, he has handled GM’s customer-service and aftersales operations in the Middle East, Latin America, Europe and Canada.

Topics: gm, united states

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