http://gmauthority.com/blog/2013/03...-call-centers-to-customer-engagement-centers/
This is actually very interesting if you take the time to read it ... especially this:
The General can now also collect the voice of the customer and channel the data from the Engagement Centers to its designers and engineers for further vehicle improvements. And this is perhaps the most exciting aspect of the Customer Engagement Centers, as it directly connects those responsible for designing and engineering the vehicles to those who buy and drive them on a daily basis.
This has been somewhat of an issue in the past cause I could never get a CS agent to look past the manual to try and find specific design answers for me in regards to potential mods. It looks like that might change.
I know that's not exactly what they mean, they mean more in the sense of listening to what irks customers and improve it in the future, but I'm going to get through to someone who knows something some day.
This is actually very interesting if you take the time to read it ... especially this:
The General can now also collect the voice of the customer and channel the data from the Engagement Centers to its designers and engineers for further vehicle improvements. And this is perhaps the most exciting aspect of the Customer Engagement Centers, as it directly connects those responsible for designing and engineering the vehicles to those who buy and drive them on a daily basis.
This has been somewhat of an issue in the past cause I could never get a CS agent to look past the manual to try and find specific design answers for me in regards to potential mods. It looks like that might change.
I know that's not exactly what they mean, they mean more in the sense of listening to what irks customers and improve it in the future, but I'm going to get through to someone who knows something some day.
