News Summary: GM touch-screen training
HOW'S THIS WORK? Complex touch screen and audio systems are the top quality complaint among new-car buyers.
HELP LINE: In addition to an orientation session at the dealership, General Motors has set up a center in Austin, Texas, to contact customers a couple of days after they buy a car or truck. Specially trained technicians help talk people through problems and answer questions.
THEY WANT YOU BACK: GM wants to make sure people are happy with their new cars so they come back and buy another one. The infotainment training is part of a broader effort to boost quality. GM now retains about half of its customers, about average for the industry. For every percentage point more that it can keep, it means 25,000 people and $700 million in revenue.