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General Motors’ Alicia Boler-Davis Discusses Customer Experience Strategy

GMAliciaBolerDavisLA16 General Motors’ Alicia Boler Davis Discusses Customer Experience Strategy

General Motors Vice President Global Quality and US Customer Satisfaction Alicia Boler-Davis and Jocelyn K. Allen, GM Regional, Grassroots and Diversity Communications talks with media Tuesday, October 8, 2013 in Los Angeles, California. (Photo by Kiya Gibbons for General Motors)

Recently The Motor Press Guild (MPG), the largest automotive media association in North America, hosted Ms. Alicia Boler-Davis, GM Senior Vice President of Global Quality and Customer Experience, at The Proud Bird Restaurant, 11022 Aviation Blvd., to discuss the company’s strategy to provide customers with best overall experience in the industry. Below is an excerpt of her speech:

When we look across the auto industry, we see that no one company stands out as the clear winner in the customer experience area.

Some companies do it better than others, but even the best in the business can’t compare to the outstanding reputation that companies like Apple or FedEx enjoy in satisfying customers today.

At GM, we see this as real opportunity not just to improve customer service, but to take the overall customer experience to a whole new level. We want to create true customer advocates – customers who not only repurchase our brands and products, but who also go out of their way to recommend them to others.

To do this, we’re completely reinventing our approach and transforming the entire company.

We’re making the customer front and center in everything we do… from how we interact with them to how we design, engineer, and manufacture our vehicles.

Fundamentally, it’s about changing behaviors. It’s about making GM a customer-centric company… and working to ensure that everything we do is “driven by the customer.”

Boler-Davis’ newly created position is unique in the industry, combining quality and customer experience under one leader. Her passion for getting everything right for the customer makes her a catalyst for the automaker’s transformation into a truly customer-centric company. As one of the highest ranking female executives at GM, she will explore the manufacturer’s initiatives on:

• Customer care during presale, sale and after sale

• Product excellence, initial quality and long-term reliability and durability

Boler-Davis was named senior vice president, Global Quality & Customer Experience effective July 1, 2013. This appointment expands her customer experience role from a U.S. position to a global one. Boler-Davis reports to GM Chairman and CEO Dan Akerson and is a member of the GM Executive Operations Committee.

About Motor Press Guild (MPG)

The Los Angeles-based Motor Press Guild (MPG) is the largest automotive media association in North America, with more than 800 members. This non-profit trade guild is dedicated to promoting professionalism in automotive journalism through education and information exchange. Members include journalists and analysts from print, broadcast and online outlets as well as public relations representatives, consumer groups and governmental bodies tied to the automotive industry. The organization hosts regular meetings featuring key figureheads in the auto industry and is widely recognized for its annual Dean Batchelor Award program and annual industry MPG Track Day.  For more information about MPG, please visit www.MotorPressGuild.org, or follow us on the MPG Facebook or Twitter pages. For media inquiries please contact MPG publicity chair, Brendan Flynn, at 310-444-1850 or bflynn@laautoshow.com.

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