Wednesday, July 15, 2009

Do we have a say as customers in the new GM?

As GM customers, when it comes to new product, will we be “talked at” or “listened to”?

The early indications of what is going on at GM sound like a lop-sided parent-child conversation:

When you fill out a Christmas wish list, would you prefer your parents fill it out instead and sign your name?

Maybe they should blow out your birthday candles?
Strip the petals off of your daisy?
Blow the spores off of your wish flower?
Make a wish on your shooting star?

No, No, No, and No.

You didn’t like it when your parents didn’t listen, and you shouldn’t now when your companies don’t either.

Since we are all small owners of the largest percentage of GM stock now (61%), we have a duty to ask and to examine our Company’s way forward. Asking these questions is especially important now that the Government appointed car czar, Steve Rattner, has vacated his post leaving former steelworker union advocate, Ron Bloom, in charge of government oversight.

The bankruptcy may have been record quick, but we all should care more about the eventual results and the ultimate change and not the overall speed of bankruptcy.

Last Friday, Fritz Henderson, long time CFO, employee of GM, and new CEO of GM, laid out his focus on us – his customers,

“Going forward, I have three priorities for the new GM: customers, cars and culture. I list “customers” first because they are our top priority… we’re going to be obsessed with it – because if we don’t get this right, we don’t get to do anything else. It’s that simple.“ (GM FastLane Blogs, July 10th)

He then gave us a clear indication how his organization was ramping up to “serve” customers by choosing, making, and selling great products to us while listening to our complaints.

On serving customers: Henderson said, "Today marks a new beginning for General Motors, one that will allow every employee, including me, to get back to the business of designing, building and selling great cars and trucks and serving the needs of our customers." He also promised a pilot program to be able to buy cars on eBay. (Friday Morning Press Conference, July 10th)

On listening to complaints: The automaker is launching a "Tell Fritz" Web site to allow owners and the public to share their concerns with senior management, and Henderson plans to go out on the road every month.

On personnel changes to carry out this focus: The following new appointments have been made with four long-time insiders:

Bob Lutz, Vice Chairman responsible for all creative elements of products and customer relationships (This now includes Marketing)
Tom Stephens, Vice Chairman, Product Development, (Lutz’ old job)
Ed Welburn, Vice President of Design, (same job as before)

These three (above) will work together to guide all creative aspects of design. GM's brands, marketing, advertising, and communications will report to Lutz for consistent messaging and results. Lutz will report to Henderson.

Mark LaNeve, Vice President Sales and Service (Same job but no longer includes Marketing)

In summary, the total change to focus on customers boils down to these stark elements:

1) Make shopping and buying easier through a bid on-line (eBay) process – long overdue, not really any different for customers who can already do this on eBay Motors, at CarMax, AutoNation, and a host of other sites.

2) Make Service better – not clear how yet.

3) Let Bob, Tom, and Ed design the cars and let Mark sell them – These same 4 have been doing that for the last 10 years.

4) Launch a Tell Fritz website – Good, but a standard corporate feedback channel that is focused too narrowly on complaints.

5) Get Fritz and management on the road to hear concerns – Same as 4.

So how will the new GM hear customers?
Where is the new listening apparatus?
Who has come in to bring the fresh blood?

Like readers of this Vision blog, the VLane blog, attendees of twitter #carchat, and devotees of so many other forums, I want to talk cars, all the time, every hour, of every day. I don’t want a meager on-line chat with Bob Lutz, and I don’t want a job in his organization. I want a robust 21st century, customer-driven, OPEN, organization, whose organic makeup is consistently infused with my blood. You can still make the cars and make decisions, but at least use my energy in the process. That would be fresh. That would be new. That would be American. I am one of an army of CUSTOMERS. I have daily opinions that will make the GM product better, but the Company needs to know how to listen to me instead of talking at me.

Let’s think about it:

Will I give you an idea you can't make? >> Doubt it. You’re pretty good at making stuff, so let’s talk.
Will I give you ideas that are too expensive to implement? >> Doubt it. When you consider the cost of OnStar, employee healthcare, and the Volt, most of my ideas are cheap.
Will I tell you that someone else is already doing it better? >> Hope so. We should all be so lucky to have such early warning networks.
Or are my ideas so patently uninformed, that engaging me is futile? >> It’s beginning to smell that way now, and if you cannot break free of this belief, you will lose me forever.

Resetting this balance is the critical, time-sensitive challenge in GM’s bid to re-focus on customers.

As Fritz closed on Friday, “"We recognize that we've been given a rare second chance at GM, and we are very grateful for that.”

You have, and it is rare, and unfortunately it appears that you are losing the battle already.

Here is GM’s “re-opening” Press Conference (embedded below) and July 10th press release for you to read for yourself.












50 comments:

donald yates said...

When you use the online essay writing and editing services, you can achieve good score for your essay writing task. They look over your project or paper and then assign a writer who is experienced in that area, and that is how you only get expert services. With their pricing system you can always depend on law essay writing service for affordable help.

Michael Jones said...

Welldone! It is an article that is not just helpful for me but lots of many could benefit from it. Allassignmenthelp is a platform which university students can use to get their assignment written by assignment help experts and can get a fabulous assignment paper. Assignment Expert

Assignment Help said...

Thanks for the best blog. it was very useful. keep sharing such ideas in the future as well. Thanks for giving the useful information.
Assignment Help

My Assignment Help

Unknown said...

I am very happy to read this. This is the kind of manual that needs to be given and not the random misinformation that’s at the other blogs. Appreciate your sharing this best posting. Assignment help | Need Assignment help | Marketing Assignment Help | Law Assignment help |

Unknown said...


I am an antique article collector and this article is one of the best I have ever read. I hope to see the same amazing work from you in future. Thanks Assignment help | Need Assignment help | Marketing Assignment Help | Law Assignment help |

Marcelus-Author said...

I am delighted to read your blog. Very informative piece of writing. essay assignment help

Assignment Help said...

I'm getting excited about this kind of beneficial information of your stuff in the future
Assignment Help Sydney

talha said...

I am very happy to read this. This is the kind of manual that needs to be given and not the random misinformation that’s at the other blogs. Appreciate your sharing this best posting. Assignment help | Need Assignment help | Marketing Assignment help | Law Assignment help

talha said...

Couldn't be written any better. Reading this post reminds me of my old roommate! He always kept talking about this Freelance Jobs| candid photographer

Unknown said...


شركات مكافحة حشرات بمكة
شركات مكافحة حشرات بالخرج
شركات مكافحة الحشرات بالاحساء
شركة مكافحة حشرات بالقصيم

Unknown said...

IT IS A NICE POST. Assignment Help

MyAssignmenthelp.com said...

We are giving best study help solutions for Students in USA. We are constructive, focused and absolutely devoted towards the students when it comes to framing flawless assignments Here’s what we follow in order to come up with satisfactory solutions for the students in U.S. who would need online study helpers.

talha said...

I am very happy to read this. This is the kind of manual that needs to be given and not the random misinformation that’s at the other blogs. Appreciate your sharing this best posting. marketing assignment help australia

talha said...

Great site and a great topic as well I really get amazed to read this. It’s really good. I like viewing web sites which comprehend the price of delivering the excellent useful resource free of charge. antique telephone

studentsassignmenthelp said...

Asking for my assignment help services from professional experts? Do not worry and come at StudentsAssignmentHelp.com. We have a team of masters and Ph.D. experts with great knowledge in the field of your study and make sure you score the best grades ever.

Tim said...

Harvard bibliography generator is a free tool that allows you to quickly and easily format references and sources in the correct Harvard referencing format

ammie said...

Being an academic writer from past 5 years providing assignment help writing services to college and university students also associated with Myassignmenthelp platform. I am dedicated in providing best online academic writing services to the college students at the affordable rates. Trusted Assignment Writing Help - MyAssignmentHelp

Article Piece said...

It contains truly facts. Your website is very valuable. Thanks for sharing. know movement

Article Piece said...

The article posted was very informative and useful. You people are doing a great job. Keep going. Parethood points

Becky Spencer said...

Businesses have realized the importance of a simple text message. They realized that 160 characters brings in better results as compared to traditional and modern channels of communication. This is why they use Bulk SMS to reach large audiences in real-time.

Pamela Thomas said...

A well-written article, look forward to the next one! To know about Tarot Cards History with Kabbalah, please refer blog at yourtarotlife.com

Domenic Tylor said...

Do you need an assignment expert in Australia? Stop searching now, we are providing cheap writing services for students. You can hire professional academic writers from Australia for your assignment. Our writers are available any time, you can contact at Australiaassignmenthelp.com.

jacklinemelda said...

We support students seeking Essay Writing Services in the finance field. For this reason, we are dedicated towards full-time Best Paper Writing Service. We provide our excellent services at an affordable rate.

JamesBr said...

To be a really good content writer besides understanding how global marketing works, you should also have good writing skills.

You can find tons of useful information from experts by visiting our website below

paper 24x7

We will help you to write perfectly and to reach out to your audience.

Jasmine Joe said...

I would like to thanks for the giving information. Visit Myassignmenthelp.com for accounting equation assignment help,because they have qualified assignment expert They are available everytime for your help.

admin said...

Are you looking for essay writer then visit our site academic writing pro.We at Academic Writing Pro offer different writing services that help students to pass their assignments. The writing services we provide are unique and high quality. We make sure that we never compromise on the uniqueness of the content we provide to you.

smith_john said...

Law assignment help services square measure the foremost demanded to facilitate by all country students following their masters in Law. All Assignment help could be a subject that desires deep data and analysis supported every case and scenario.

Total Assignment Help said...

Our management assignment help is what various students aspire for. We are leading others in this term of timely delivery and affordable rates.

Anonymous said...

Thanks for sharing.
https://www.bookmyessay.com/online-assignment-help-for-university/

kathydavis said...

Once you buy term paper from writing services, you can be absolutely certain that your assingment will be awesome and completed by the best experts for your task.

Dakota Leest said...

Once you dare to buy papers at exclusive paper, you will not regret for a moment. Believe me or not, but exactly this service is cool and reliable. You will pay for a quality paper.

Nick Wilks said...

That’s a great idea you have, and yes this would make use of the information you have provided us through this blog. I often avail the services of GOASSIGNMENTHELP . They have given me unlimited free assistance for physics assignment help Australia. Here you can ask for "pay someone to do your assignment" anytime.

top research papers said...

Thanks so much for the blog post its very informative and I commend you for that. I will have to bookmark this site and show my friends. I also found below links helpful maybe you can have a look.
You can get a research paper helper. We also offer nursing assignment help. , For the students who need rationale statement example feel free to get it here. Also our professionals offer powerpoint presentation services at a lower cost. We have experts who will teach you how to write a movie review. For the students doing their thesis you can get thesis writing help from us as well as dissertation methodology. Feel free to ask our professionals how to write a term paper. Those with worries like who will do my research paper or type my essay you are at the right place.

Olivia Crew said...

Excellent information Providing by your Article, thank you for taking the time to share with us such a nice article. Amazing insight you have on this, it's nice to find a website that details so much information about different artists. Kindly visit the LiveWebTutors website we providing the best assignment help services in Australia.

For More Info:
Assignment Help Brisbane

Parmit kaur said...

Stucked while playing rummy games. Learn here how to play rummy with pure and impure sequences. Learn more with the help of our video. Go and experience fun and excitement with the Play Rummy App! We constantly strive to provide card game players with the best of online gaming.Download rummy replicates the experience of playing on mobile.

Smith Mason said...

Thanks for sharing this information.
https://www.qdexitechnology.com/smo-service

Keira Tayor said...

My Assignment Help is one of the very few websites in Australia which has the competence and ability to assist the students with any form of assignment writing. The experienced writers associated with this company are proficient in delivering impeccable assignment papers in any subject within the deadline.
The colleges and universities of Australia assign various types of assignment writing tasks to ensure the comprehensive development of knowledge and skill of the students. The professors frequently assign analysis assignment to the students where the students need to examine, interpret and analyze any incident, event, book, poem or any performing art. Hire our assignment help expert and get all your worries away.

amyjones said...

To become a great research proposal writer, you need to learn a lot of tips and secrets that will help you create a wonderful piece. Alternatively, you can try cooperation with a reliable writing platform and improve your academic results without extra effort. So, let`s find out what is a research proposal.

Joy Brick said...

Make use of Java Assignment Help services provided by experienced java programmers. Meet all your project requirements by placing your order for online writing services.
Java Programming Help
Java Programming Assignment Help
Java Programmer Help
Help with Java Programming
Java Programming Assignments
Java Assignments
Java Help
Java Project Help
Java Programming Help Online

What is peel writing

HP Printer Troubleshooting said...

If you are using anyone of the devices from HP desktop/laptop, printer and scanner and facing problem then contact experts. You can simply go to hp.com/support to get in touch with experts. A team of trusted technicians is always available at the support desk to help customers.

Parker Tanner said...

Really informative info... Thanks for sharing such a nice Blog.I like it.

mobile app development dubai

smith_john said...

Marketing Assignment Help

We at Fullassignment.com bring to you the most significant marketing assignment writing service at the best cost. With long stretches of understanding we are prepared to give online assignment help over the globe.You will be guided here with a portion of the information of marketing assignment which could assist you in deciding writing a marketing assignment. Nonetheless, we unequivocally prescribe you to benefit marketing assignment help from our specialist to find out about marketing and its scope.

https://fullassignment.com/

smith_john said...

Marketing Assignment Help

We at Fullassignment.com bring to you the most significant marketing assignment writing service at the best cost. With long stretches of understanding we are prepared to give online assignment help over the globe.You will be guided here with a portion of the information of marketing assignment which could assist you in deciding writing a marketing assignment. Nonetheless, we unequivocally prescribe you to benefit marketing assignment help from our specialist to find out about marketing and its scope.

https://fullassignment.com/

peter said...

What a nice blog! I have enjoyed reading through the article although I landed on this site while I was looking for online essay writing services . I will be visiting this site occasionally to read more interesting and intriguing articles. I hope the writer will continually keep us updated with new information.

salma said...


نقل عفش من الرياض الى مصر نقل عفش من الرياض الى مصر
نقل عفش بالدمام نقل عفش بالدمام
نقل عفش بالاحساء نقل عفش بالاحساء
نقل عفش داخل مكة نقل عفش داخل مكة


Albert Smith said...

This article is such a nice and interesting one, I'm very satisfied with the provided contents. I hope more excellent articles would be posted in your website. Thank you so much for this and keep sharing.We provide best services Ecommerce Website Development Dubai for your product.

Albert Smith said...

Thanks for taking the time to discuss this. I feel about it and love learning more on this topic. If possible, as you gain expertise, would you mind updating your blog with more information? It is extremely helpful for me.Get best service Dubai Cleaning Company you visit here site.

Unknown said...

I fully agree with your statements in particular with the following: Resetting this balance is the critical, time-sensitive challenge in GM’s bid to re-focus on customers. After all, in our time it is necessary to respond quickly to any changes that are happening in the market. Personally, I believe that every student should start a government topics to write about the crisis economy of the world's leading nations.

maryammiahan said...

Thanks for sharing this Information.I also recommend visiting iphone app development company

Unknown said...

Sunrise Suites at Lifestyle Resort is located in Puerto Plata. The area's natural beauty can be seen at Cofresi Beach and Playa Dorada. You can book high-rise condominium at chairmanscirclevacation.com and Save BIG on Your Next Stay!
https://chairmanscirclevacation.com/rooms/sunrise-suites/