Trainers from Ritz-Carlton show Cadillac dealers how to reconnect with customers

Article by Christian A., on August 26, 2010

In an effort to revive Cadillac, General Motors Co. gathered 300 salespeople on June 3 for a combined pep rally, lecture and confessional. Amid Cadillac's fading appeal, GM CEO Ed Whitacre said that its customers should be treated better.

During the meeting, GM managers shared an instance that a Texas salesman had discouraged Whitacre's friend from purchasing a Cadillac CTS-V sedan. As he was test-driving the vehicle, it ran out of gas.

In large letters on a screen, Whitacre's emailed response was shown, stating, "If true, awful." Cadillac has had a difficult time of convincing the younger generation to buy its vehicles and also of convincing consumers that the brand is worth paying a premium.

Trainers from Ritz-Carlton Hotel Co., a unit of Marriott International Inc., were brought in to demonstrate to dealers how to reconnect with customers. Kurt McNeil, Cadillac US vice president of sales and service, said that the company is embarking on a "new beginning."

He also admitted that a lot of work has to be done "on the product side, the marketing side and the customer service side." There was a time when Cadillac regarded itself as the "Standard of the World" but in 1998, it ended its run as the top-selling US luxury brand for 60 years.

Since 1999, Cadillac hasn't placed higher than third. Cadillac's US sales may have increased 32% for the first months of the year but it can't be denied that its results last year were the worst since 1953. [via autonews]

Topics: cadillac, dealers

If you liked the article, share on:

Comments

Recommended

Porsche introduces the technologically advanced wheels with braided carbon fiber. These will be initially available on the 911 Turbo S Exclusive Series. Being the first car manufacturer to offer such...
by - August 23, 2017
All eyes were turned to the fuchsia pink bespoke McLaren 720S MSO at the 2017 Pebble Beach Concours d’Elegance Sunday. Surely, we can understand why. The one-off supercar, which was...
by - August 23, 2017
Hyundai Motor Group – including both Hyundai Motor and Kia Motors – has disclosed a wide-ranging plan to introduce 31 environment-friendly models in a new development roadmap that aims to...
by - August 22, 2017
Over a decade ago, Pagani took the Zonda to the Geneva Motor Show. The Zonda hypercar was then set to retire in 2013 together with the track-focused Revolucion. But here...
by - August 22, 2017
The newest Porsche Cayenne is scheduled be unwrapped by the end of the month after completing endurance tests worth 2.7 million miles. Since we are just a few weeks away...
by - August 22, 2017
Facebook

Youtube Channel

Tip Us
Do you have a tip for us?
Did you film an important event?
Contact us
Newsletter
Subscribe to our newsletter!
Subscribe
Galleries