GM Connects Customers with Infotainment Systems

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Thread: GM Connects Customers with Infotainment Systems

  1. #1
    GMI Canada Editor Premium Member ne_one's Avatar
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    GM Connects Customers with Infotainment Systems

    GM Connects Customers with Infotainment Systems
    GM
    November 26, 2012


    In an industry first, General Motors is deploying a team of 25 young and tech-savvy Connected Customer Specialists to dealerships nationwide to help owners understand how to get the most out of their Chevrolet MyLink, Cadillac CUE and Buick and GMC IntelliLink infotainment systems.

    “While our infotainment systems are designed to be intuitive and easy to operate, we’re taking a proactive approach to ensure customers receive the expert support they may need,” said Alicia Boler-Davis, vice president of Global Product Quality and Customer Experience. “This is one of many ways we are taking care of our customers after they’ve made their purchase.”

    Hundreds of applicants were considered for the 25 positions allocated specifically to training and educating GM dealerships on the use of the MyLink, CUE and IntelliLink systems, capable of providing information, navigation, communication and entertainment.

    The infotainment specialists have worked in numerous tech support roles dispensing counsel at “genius bars” for computer and communications companies, helping customers navigate through new technologies. The specialists will work mostly in geographic areas they’re already familiar with demographically and culturally.

    “Our new specialists with an average age in their mid-twenties bring the right kind of experience to our team,” said Boler-Davis. “They grew up with the phones and technology that our infotainment systems connect with. They know customers and will help with their needs, which is what our company is all about.”

    Ara Eckel, a Connected Customer Specialist leader in New York, worked in training at one of the best-known computer companies in the world. . “Bringing that knowledge to my new infotainment job at GM will help with our goal to exceed expectations of our customers.”

    Zita Zheng, a Connected Customer Specialists working in Seattle, added: “There is a high level of expectation and comfort when it comes to computers, tablets and cell phones and other technologies we use every day. I will make sure that GM’s customers enjoy the same levels of comfort with their vehicle infotainment systems that might be new to them.”

    Connected Customer Specialists will help identify and train Certified Technology Experts at every U.S. Chevrolet, Cadillac, Buick and GMC dealership as well as sharing customer feedback to the GM Quality and Engineering teams to make improvements in current and future vehicle programs.

    In addition to the training provided by the specialists to GM dealerships to support and help customers, a dedicated call center with a direct OnStar link assures that customers are connected, knowledgeable and comfortable with their sophisticated new infotainment systems.

    “This total initiative is another example of GM’s transformation into a customer-centric organization with the goal of providing the most exceptional and memorable ownership experiences in the automotive industry,” said Boler-Davis. “We’ve recruited and employed the best people to support our dealers and customers. No other automaker has offered connectivity coupled with support at this level.”

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    Re: GM Connects Customers with Infotainment Systems

    I hate infotainment. I love driving yet if I have a cool song on while I'm driving that's all the entertainment I need.

    Jmo and I do realize this is what the young people today consider most important...tweeting and face booking on the go...

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    Re: GM Connects Customers with Infotainment Systems

    Btw. I think on star in my corvette blows...


    Y? You might ask?

    Ever try and dial while your driving ?

    50 percent of the time the on star gets the dam number wrong..

    It's fine in a caddy but a sports car on star is irritating as he'll

    Hopefully gms new c7 will work better

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    GMI Canada Editor Premium Member ne_one's Avatar
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    Re: GM Connects Customers with Infotainment Systems

    Quote Originally Posted by JBsZ06 View Post
    Btw. I think on star in my corvette blows...

    Y? You might ask?

    Ever try and dial while your driving ?

    50 percent of the time the on star gets the dam number wrong..
    I'm equally disappointed that it doesn't understand profanities.

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    4.6 Liter Northstar V8 yamahr1's Avatar
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    Re: GM Connects Customers with Infotainment Systems

    I actually know one of these new folks on that team, he's a friend. That picture is so small though (yes I clicked to enlarge it) that I can't pick him out of the group.

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    Re: GM Connects Customers with Infotainment Systems

    Quote Originally Posted by ne_one View Post
    GM Connects Customers with Infotainment Systems
    GM
    November 26, 2012


    In an industry first, General Motors is deploying a team of 25 young and tech-savvy Connected Customer Specialists to dealerships nationwide to help owners understand how to get the most out of their Chevrolet MyLink, Cadillac CUE and Buick and GMC IntelliLink infotainment systems.

    And where is the over 50 team to help boomers use the system?

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    Re: GM Connects Customers with Infotainment Systems

    Last time I checked vehicles come with an owners manual, USE IT.

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    Re: GM Connects Customers with Infotainment Systems

    Infotainment is great...but can I get a full-sized spare instead?
    I'm pretty happy with an aux port to plug in my iPhone.
    The rest is a redundant waste, in my opinion.

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    Re: GM Connects Customers with Infotainment Systems

    Am I the only one thinking that if I need to deploy teams of people to teach users how to use the system, maybe we have designed something wrong? This should be 100% intuitive, of which CUE is not. The Impala infotainment I suggest IS intuitive, mainly because it has dedicated HVAC and radio knobs.

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    4.6 Liter Northstar V8 yamahr1's Avatar
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    Re: GM Connects Customers with Infotainment Systems

    Quote Originally Posted by goatgary View Post
    And where is the over 50 team to help boomers use the system?
    Interesting question. I know a highly qualified, extremely tech-knowledgeable person already working at GM, in his late 40's, whose application for this job was completely ignored; after weeks of no contact he received a brush-off letter barely worthy of sending to an unqualified outsider. There's little doubt in my mind that GM practiced age discrimination when hiring for this position, obviously wanting to present a young, fresh-faced look to the tech-savvy. I mean just look at that photo. Anyway, I'm glad my other, younger friend, who came from M-B, got the job.

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    Re: GM Connects Customers with Infotainment Systems

    I'm not sure how I feel about the Chevy My Link infortainment. I sell Chevys, and we have plenty to play around in. I can't decide if it's nice and convenient and I need to embrace it? Or if it's dangerous...

    We were messing around pairing a phone to see how it worked in a new Spark- and there's your phone book, your pics, your vids...all on the vehicle...and there to stay if you don't know what you are doing!


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    2.4 Liter SIDI ECOTEC Engelman's Avatar
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    Re: GM Connects Customers with Infotainment Systems

    The OnStar works fine in both my ZO6 and ZR1. Is your Corvette a C5? Do you have Bluetooth in yours?



    Quote Originally Posted by JBsZ06 View Post
    Btw. I think on star in my corvette blows...


    Y? You might ask?

    Ever try and dial while your driving ?

    50 percent of the time the on star gets the dam number wrong..

    It's fine in a caddy but a sports car on star is irritating as he'll

    Hopefully gms new c7 will work better





    More 1st's in the Automotive Industry than Any Automobile......Ever!


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    Jake

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