General Motors Co. said today it established a new vice-president position: customer experience, naming Paul Copses to the post that is “charged with leading efforts to win and keep customers for Chevrolet, Buick GMC and Cadillac.” Copses currently is GM’s executive director, customer care and aftersales and will begin as GM’s first-ever vice president, customer experience, on Oct. 1.
The company says the new position will report to GM North America president Mark Reuss and also will provide updates “directly to GM Chairman and CEO Dan Akerson.” GM said in a release that Copses, who began with GM in 1984, will lead a strategy development team and coordinate GM’s customer relations activities including call centers, post-sale policies and dealer network customer-care standards.
The company says the new position will report to GM North America president Mark Reuss and also will provide updates “directly to GM Chairman and CEO Dan Akerson.” GM said in a release that Copses, who began with GM in 1984, will lead a strategy development team and coordinate GM’s customer relations activities including call centers, post-sale policies and dealer network customer-care standards.
