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GM Quality Chief Gets Bigger, Global Role

Boler-Davis takes on overseas and customer satisfaction duties.

by on Jun.26, 2013

GM's quality and service chief Alicia Boler-Davis wants to use the "voice of the customer" to both solve current problems and prevent issues on future models.

A week after landing at the top of the closely watched J.D. Power Initial Quality Survey – for the first time ever — General Motors has elevated the role of its top quality official.

Alicia Boler-Davis is being promoted to senior vice president, Global Quality and Global Customer Experience, expanding her customer experience role from a U.S. position to oversee the rest of GM’s global empire, CEO Dan Akerson announced during a speech to GM employees on Wednesday morning.

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“Alicia Boler-Davis is a proven leader whose diverse experiences in manufacturing, product development and customer experience give her a unique insight into customer expectations,” said Chairman and CEO Akerson. “She will lead a companywide, global approach to infusing the voice of the customer into everything we do.”


GM Betting Improved Quality, Customer Service Will Yield Big Payoff on Bottom Line

A 1% customer retention gain will yield $700 million.

by on Sep.19, 2012

Customer retention is GM's next big target, says quality and service chief Alicia Boler-Davis.

Sometimes, it’s the little things that add up.  Just ask General Motors which is making a major push to improve quality and customer service in the hopes of boosting customer retention.

Right now, company officials suggest, about 52% to 53% of GM buyers can be expected to trade in for another Chevrolet, Buick, Cadillac or GMC product next time around.  Simply boosting that by 1% would have a significant impact on the bottom line, however.

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“A single-point improvement in sales retention is the equivalent of 25,000 (added sales) or $700 million in annual revenue,” explained Mary Barra, GM’s global product development chief, during a discussion of the maker’s plans to enhance quality and customer satisfaction.