General Motors Lets Customers Guide It Back Toward Bright Lights: A Loyalty 360 Interview with GM’s General Director, Customer and Relationship Services

Unquestionably, General Motors has endured an arduous journey in recent years, stemming from questionable vehicle quality, to market share declines, to financial losses and finally a 2009 bankruptcy and federal bailout. General Motors has emerged from that onerous period with renewed vigor, an absolute laser focus on the customer, enthusiastic senior leadership guiding that journey, and a fervent hope that it can reach that mountaintop again in the automobile industry. And for the first....

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