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 and vehicle designers to field reps.
Reuss says it's the first time in his 26-year career -- and likely in GM's history -- that the company will pay employees based on how well GM retains its customers.
"That is the ultimate result of why we're doing all of this, right? People come back and buy our cars and trucks," Reuss told Automotive News last week.
The latest move builds on Reuss' unrelenting mantra of customer loyalty over the past two years, ever since he was given sales responsibility for North America.
Reuss wants GM employees to look beyond the narrow scope of their job descriptions and keep their ultimate focus on the customer. In the past, divisional barriers meant that even if employees in one area were hitting their targets it often did not translate into success for GM.
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