N.A. chief Reuss insists on customer retention
Mark Reuss wants General Motors employees to make customers so happy with their GM vehicle that they come back for another one. So he's paying extra when that happens.
Reuss, GM North America president, has instituted a new compensation structure that ties a portion of salaried workers' bonus pay to GM's customer loyalty in both sales and aftersales service at dealerships. It covers all GM North America salaried employees, including 29,000 in the United States, from engineers....