Monday, April 30, 2012
Thursday, April 26, 2012
Customer Experience is New Luxury Battleground
DETROIT – The fierce competition between luxury automotive brands extends beyond artfully designed, high-tech new products. It’s about capturing the hearts and minds of affluent customers before product or price enter the equation.
“While we’ve performed fairly well in customer service, we sensed a bigger opportunity,” said Kurt McNeil, vice president of Cadillac Sales and Service. “We call the approach Defining Moments – the fact that every interaction with a customer can potentially define our brand.”
Spurred by the brand’s ongoing momentum in product and marketing, Cadillac gained insights from outside the automotive space to enhance its approach to customer experience.
“Cadillac is the real thing when it comes to the products, and its approach to the cultural aspects of the luxury customer experience,” said Milton Pedraza, founder and CEO of the Luxury Institute,
The institute conducts extensive research on affluent consumer behaviors. One of Pedraza’s key findings is that today’s luxury consumers have countless options for desirable products, placing more value on experiences.
“To earn credibility among luxury customers, brands not only have to offer the best products, but they must also be kind and provide an overall positive purchasing experience,” said Pedraza. “The opportunity for luxury brands not only lies in out-performing the competition, but also out-behaving the competition.”
Cadillac began “Defining Moments” training for internal and dealership staff was co-developed with the Ritz-Carlton. Famed for excellence in customer service, Ritz-Carlton team members maintain a consistent global culture at all levels devoted to earning guest loyalty.
“The training was important because it showed that luxury customer experiences are built on the culture and the behavior of people,” McNeil says. “It’s not about programs or discount offers. Great service comes from ordinary people delivering excellence at all levels.”
While emphasizing new cultural approaches, Cadillac has supported that with upgrades to what can be seen and experienced physically. Hundreds of dealers are rebuilding or renovating dealerships. Cadillac has redesigned consumer websites and instituted specific standards for local dealer advertising. For example, Cadillac Shield is a set of ownership benefits that includes complimentary roadside assistance from a Cadillac technician, and Cadillac courtesy transportation programs for cars being serviced.
“With Cadillac expanding in 2012 with two all-new products, it’s a perfect opportunity to prepare to welcome new guests,” says McNeil.
Cadillac has earned steady increases in consumer and industry satisfaction surveys, ranking among the top brands in many measures of customer satisfaction.
The brand was recently recognized as a 2012 Customer Service Champion by J.D. Power and Associates. The luxury automaker was one of only 50 companies out of 800 studied to earn the distinction. The 2012 Champions were identified based on customer feedback, opinions, and perceptions gathered primarily from J.D. Power’s syndicated research in 2011.
Courtesy of media.gm.com
Wednesday, April 25, 2012
Tuesday, April 24, 2012
XTS Capless Fueling Keeps Hands and Paint Clean
“This new system has advantages for both the car and the driver,” said John Hamilton, Cadillac fuel fill systems design engineer. “It helps keep hands free of dirt and fuel, paint free of scratches caused by a swinging cap, and the engine running smoothly.”
Because fuel systems must be fully sealed, a loose cap can trigger a “check engine” light and lead to service visit.
The 2013 XTS doesn’t have a traditional twist-off cap hidden behind its fuel door. Because of this, the door itself doesn’t need to accommodate a hand and was designed to be smaller and less noticeable on the XTS’ sheet metal.
Despite having no cap, the system meets all fuel system sealing regulations. When a fuel nozzle is inserted, it pushes aside a set of two doors, each locking fuel in with a rubber seal around its edge. The two doors are designed to assure the system will remain air-tight through years of ownership.
“Some capless systems on the market have just a single door, making them vulnerable to leaks,” said Hamilton. “Unlike competitors, Cadillac’s system also has no internal drain, something that can also lead to inadvertent dripping.”
Moving beyond capped systems has further advantages for car owners. It eliminates the risk of leaving a gas station with a dangling cap, which can lead to paint damage and messy fuel dripping.
Because the XTS uses an advanced V-6 engine with direct-injection and lightweight innovations like exhaust manifolds integrated into the cylinder heads and a next-generation six-speed transmission, fuel stops will also be less frequent.
“We ignored no detail in making XTS the most advanced Cadillac sedan yet,” said chief engineer Sheri Hickok. “Even things taken for granted, like a fuel cap, deserved and received a full rethink.”
Courtesy of media.gm.com
Monday, April 23, 2012
Thursday, April 19, 2012
Cadillac ATS To Produce More Power Than Originally Estimated
Dealer order guides have revealed to us that the 2013 Cadillac ATS is going to be more powerful than previously thought. And while things like acceleration times, braking distances, fuel economy and Nürburgring lap times remain shrouded for now, we at least have the scoop on the sport sedan’s horsepower ratings.
With the all-new 2.5L Ecotec four pot in the base ATS, the compact Caddy will be sending 202 horsepower and 190 lb-ft of torque to the transmission, while the all-new 2.0L turbocharged mill will send 272 hp and 260 lb-ft of torque. These figures are a couple steps up from what was previously announced at the 2012 North American International Auto Show in January. The base 2.5L can get away with plain Jane regular fuel, but GM recommends premium-grade fuel for the turbo. Even juicier is the 321 horse, 274 lb-ft estimate for the ATS’ 3.6L LFX V6 engine. And that’s on regular-grade fuel, or E85 gasoline.
Frustratingly, one source mentioned to us that if GM were to get serious, the 3.6L V6 engine could easily produce 350 horsepower or more out of the factory by tuning it to run on premium fuel. And that’s without a pair of turbochargers. We should point out that the base 2.5L version will come in RWD flavor only, while the more potent engine variants offer the AWD option. And no, a manual transmission will not be offered for AWD versions. If you want to row your own gears, its rear-wheel-drive only, which isn’t exactly a bad thing.
Courtesy of gmauthority.com
Wednesday, April 18, 2012
Car Maintenance Tip: Beat the Heat
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In honor of National Car Care Month, here’s another tip from us to help you save gas: Summer is fast approaching and the hot sun that makes the inside of your car feel like a sauna also zaps fuel from your gas tank...So go for the shade! If you let your car bake in the sun, there's going to be a greater amount of evaporative emissions that take place than if you park in a shaded area.
Tuesday, April 17, 2012
Spied: 2014 Cadillac CTS Caught On The Street
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Not only is it fairly standard for new cars to be slightly larger than their previous models, we also expect Cadillac will want to distance the 2014 CTS from the new ATS sedan. The car will move to the “Alpha” platform that underpins the ATS, and may be positioned to better compete with the likes of the BMW 5 Series and Mercedes-Benz E-Class
The angular “Art & Science” design language should continue, and this test mule appears to wear a large chrome-trimmed grille with two bold chrome bars. We also see what appear to be LED running lights and rectangular exhaust tips.
It’s possible the new Cadillac CTS will adopt the 270-hp, turbocharged 2.0-liter inline-four engine from the 2013 ATS as its base engine. After all, the turbo-four is equally powerful and offers more torque than the base 3.0-liter V-6 in the current CTS. The upgrade engine may continue to be the direct-injected 3.6-liter V-6, possibly with more than its current 318 hp. There also are rumors Cadillac could be working up a turbocharged V-6 as yet another alternative engine.
It’s worth noting that our spy photographers caught two different cars with different types of wheels and tires. It’s unlikely the model with skinny low-profile tires is a CTS-V model, as this probably just represents an optional wheel and suspension setup from Cadillac.
The test cars appear to have a variety of sensors peeking through the camouflage on both the front and rear, which could be radar or sonar devices for parking assist or collision-mitigation technologies. Both the ATS and XTS will have features like adaptive cruise control and automatic collision braking, and it would make sense for those gadgets to spread to the new Cadillac CTS.
Courtesy of automobilemag.com
Monday, April 16, 2012
Thursday, April 12, 2012
Cadillac to build 3 models in China
GM is expected to announce April 22 during the Beijing auto show that it will begin to build its all-new large Cadillac sedan, the XTS, later this year in China, according to another source familiar with the company's plan.
The XTS will debut in China for the first time during the Beijing show, said Don Butler, vice president of Cadillac marketing.
Two other Cadillacs will eventually be built in China: the automaker's all-new compact luxury sedan, the ATS; and its popular midsize luxury sedan, the CTS, Ewanick said during an interview last week at the New York International Auto Show.
GM believes its new Cadillacs can go head-to-head with the best of the German manufacturers, which long have been known as luxury leaders across the globe.
"You now have a lineup that you can take and transport to China first and grow it in China — and then from China we would spread out from there to Europe," Ewanick said.
"And over the next decade, that's our plan. We plan on making Cadillac one of the most iconic luxury brands in the world. And what's important is what is not in that sentence. I didn't say automobile or car."
Building Cadillacs in China helps GM get around the pricey tariffs that China slaps on imported cars. Those fees likely get passed on by dealers to customers, said David Whitson, a senior equity analyst for Morningstar Inc.
Last year, GM sold 30,000 Cadillacs in China, up from essentially selling none at the end of 2007 and early 2008. Its 2011 sales jumped 72.8 percent from 2010.
Shanghai General Motors, a partnership between GM and SAIC Motor Corp., builds in China the Cadillac SLS, a small-volume, extended-length sedan.
GM, through partners, also builds Chevrolets, Buicks and Wuling vehicles in China.
Currently, the Cadillac Escalade and Cadillac CTS are imported to China from the United States. The Cadillac SRX crossover is imported to China from Mexico.
GM sales rising in China
GM sold more than 2.5 million vehicles in China last year, Ewanick said. About 18 million vehicles total were sold last year in the fast-growing market.
"The demand is definitely there to sell more," Ewanick said of Cadillacs.
GM, based on many studies, believes that by 2020, China will account for more than half of all luxury goods and services purchased worldwide.
Butler said he spent time in December visiting Chinese in their homes to learn about what luxury means to them.
"For many Chinese, the pursuit of luxury is really the pursuit of life," he said. "It's ambition, it's striving, it's moving forward, so there's almost this magnetic pull to luxury goods and services."
Cadillac has about 50 dealers now in China, a number expected to double in the next year or two, said David Caldwell, a Cadillac spokesman.
GM doesn't see its push of Cadillac in China hindering Buick sales. Last year, Buick set a record of selling 645,537 vehicles in China, up 17.4 percent from 2010.
"Customer perception of Cadillac is really strong as a luxury brand," Caldwell said of the brand in China. "Buick's positioning, I won't speak for them, but it's been there a long, long, long time."
Morningstar analyst Whitson said it will be key for GM to differentiate between Cadillac and Buick consumers in China.
"Buick is so important in China, you don't want to do anything to derail anything they have with that brand," he said.
Luxury market competition
The entry of the ATS will give Cadillac a player in the compact luxury segment — the largest luxury segment worldwide and in the U.S. The Cadillac ATS will compete with the BMW 3-Series, the Audi A4, Infiniti G series and Mercedes-Benz C class.
"The Cadillac ATS represents our first really true credible entry in that segment," Butler said. "That's important from two standpoints.
"First, just participation in the largest volume segment, which is one of the reasons that we're excited about what our sales are going to do. We just don't have an entry there, so we're handicapping ourselves.
"The second thing is, compact luxury tends to be the segment that people entering luxury for the first time move into."
The XTS, which will start in the U.S. at $44,995 , will begin to be built in a few weeks and arrive in dealers' lots in the U.S. shortly thereafter, Butler said. The ATS begins production this summer, with vehicles available in the fall, he said.
Last year, GM Chairman and CEO Dan Akerson said the company would have two global brands: Chevrolet and Cadillac. Chevys are sold in about 140 countries worldwide and Ewanick expects sales globally will top 5 million this year, up from 4.76 million in 2011.
The U.S. and China are anchors to Cadillac's global strategy, Butler said, and new vehicle launches will help grow volume in both countries.
"But we've gone from nothing to 9,000, to 17,000 to 30,000 in successive years, so the growth rate has been nothing short of phenomenal," Butler said.
Wednesday, April 11, 2012
Tuesday, April 10, 2012
High-tech Cadillac XTS is New Definition of Luxury
The all-new XTS is the only car in its class with standard Magnetic Ride Control, the world’s-fastest reacting suspension technology. Also standard and making its debut in the XTS, is CUE, Cadillac’s breakthrough in-vehicle user experience for control and connectivity.
Three option collections will be offered on the XTS: Luxury, Premium and Platinum. The XTS Platinum model represents the highest level of technology and luxury, including a unique front appearance, wheels and interior colors, materials and trim. An advanced all-wheel-drive system, using Haldex technology to transfer power front-to-back, and side-to-side along the rear axle, will be offered on all three trim levels above the standard model.
“The all-new XTS redefines our approach to the luxury sedan by combining advanced technology, stunning design and confident performance,” said Don Butler, vice president Cadillac marketing. “XTS brings new and exclusive technology, while still delivering the space and elegance that is Cadillac’s DNA.”
Cadillac is preparing for the debut of CUE first automotive use of capacitive touch, the technology used by many of today’s best tablets and smartphones.
A new CUE iPad Application, which replicates the center screen that is the hub of the system, is being used to familiarize dealers with the experience as well as provide videos and information. The App will be opened to the public via the App Store in May as the XTS launches.
“We're taking advantage of the fact that CUE is parallel technology to tablets,” Butler said. “CUE is intuitive, in part because its control and command structure aims to be consistent with popular devices millions of people already use. The App adds to this by literally putting CUE into your hands, even before you can get into the car.”
Cadillac also will use OnStar to provide live assistance to XTS owners for CUE questions. And Cadillac dealerships will contain certified technology experts to familiarize shoppers and drivers with the system.
Courtesy of media.cadilalc.com
Monday, April 9, 2012
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Friday, April 6, 2012
Thursday, April 5, 2012
Cadillac Named Most Improved Among Luxury Brands
The recognition is based on the rate of improvement during the past three years in J.D. Power and Associates’ five core U.S. automotive quality and satisfaction studies: Initial Quality Study (IQS); Vehicle Dependability Study (VDS); Automotive Performance, Execution and Layout (APEAL) Study; Sales Satisfaction Index (SSI) Study; and Customer Service Index (CSI) Study. The award was announced by David Sargent, vice president of global automotive at J.D. Power and Associates.
“Our mission has been to re-think and upgrade every element of the customer experience,” said Kurt McNeil, vice president of Cadillac Sales and Service. “This is a meaningful milestone in our journey.”
A strong commitment to improving customer satisfaction requires focus and alignment at all levels – beginning in the boardroom and extending to their employees in the plants and in their dealer networks, according to J.D. Power.
Courtesy of media.cadillac.com
Wednesday, April 4, 2012
Tuesday, April 3, 2012
Cadillac Enhances Technology and Design on 2013 SRX
The 2013 SRX’s enhanced technology also contributes to safety, with Cadillac’s new Driver Awareness and Driver Assist technology packages. Their features include Rear Cross Traffic Alert, Cadillac’s Safety Alert Seat technology, Automatic Front and Rear Braking, Adaptive Cruise Control and more, using radar and other technologies to help avoid collisions.
Interior and exterior design updates further distinguish the 2013 SRX, while active noise cancelation technology helps provide a quieter driving experience. It goes on sale this fall.
“The 2013 SRX illustrates the Cadillac philosophy of never leaving well enough alone,” said Don Butler, vice president of marketing for Cadillac. “The enhancements for the SRX – including CUE – are examples of how we’re developing advanced technologies and pushing them consistently through the Cadillac portfolio. They are also some of the key elements of the all-new XTS luxury sedan and ATS compact sedan, which will expand the Cadillac portfolio this summer.”
Since its redesign in 2009, the SRX has established a strong visual signature for Cadillac in the luxury crossover segment. The 2013 SRX refines that appearance with a new design for the front upper and lower grilles that conveys greater depth and the brand’s attention to detail. The front fender vents are new and incorporate LED light pipes.
Three new exterior colors are offered: Evolution Green Metallic, Glacier Blue Metallic and Silver Coast Metallic. Also new is the SRX’s range of 20-inch wheel designs, including new chrome and polished aluminum wheels for the Performance and Premium Collections – the top two option packages.
The SRX is offered in FWD and Advanced AWD models, each powered by a 3.6L Direct Injection V-6 that was added for 2012. It is rated an SAE-certified 308 horsepower (230 kW) and 265 lb.-ft. of torque (358 Nm).
Cadillac CUE
Cadillac CUE (Cadillac User Experience) is standard on the 2013 SRX. It is the brand’s new design and technical breakthrough for intuitive in-vehicle control and connectivity.
CUE pairs entertainment and information data from up to 10 Bluetooth-enabled mobile devices, USBs, SD cards and MP3 players with a vehicle infotainment system that reduces complexity through customized information, voice commands and fewer buttons and larger icons. The comprehensive, in-vehicle experience is designed to be unique for each consumer, from the “simple user” to the fully connected “super user.”
The heart of CUE is the vibrant, eight-inch LCD multi-touch sensitive screen – with proximity sensing and haptic feedback – that is seamlessly integrated in the top of the central instrument panel. It displays CUE’s home page, which resembles a smart phone’s screen, with large, easy-to-target icons that execute commands. Capacitive technology on the screen and faceplate enables consumers to use the same “swipe,” “pinch” or “spread” gestures common to most popular smartphones and tablets.
A motorized faceplate for the system reveals a concealed storage area for smartphones or other mobile devices and includes an illuminated USB port.
Interior enhancements
CUE is the foundation for the 2013 SRX’s enhanced driving experience and is complemented with additional features and design refinements:
- Standard HD radio
- Bluetooth audio streaming is available for all collections
- A USB port in the storage bin behind the CUE faceplate
- The center console now features two additional USB ports, an SD card slot auxiliary input jack and 12-volt power outlet
- New headphone and remote design for the rear-seat entertainment system, which also includes a rear USB port and SD card slot
- New shift knob design
- New steering wheel design
- New instrument cluster with new driver information center for CUE integration.
Active noise cancelation is new for 2013 and helps create a quieter driving experience. The system uses microphones to detect ambient noise, the frequencies of which are processed by a computer that directs counteracting sound waves through the audio system to tailor the sound quality and character inside the cabin.
A new Light Titanium interior color combination is added and matched with a new Raven Sapele wood color accent.
Popular interior features returning for 2013 include keyless access, ambient lighting, power-adjustable pedals, heated front and rear outboard seats, heated steering wheel and the UltraView power sunroof.
‘Control and alert’ safety features
SRX is the latest to incorporate Cadillac’s “control and alert” strategy that employs advanced technologies – including radar, cameras and ultrasonic sensors – to help prevent crashes. The safety features are part of Cadillac’s new Driver Awareness and Driver Assist technology packages.
The advanced technologies bolster driver vision and awareness of road hazards, intervening to help the driver avert potential collisions. In some cases, Cadillac’s crash-avoidance systems will act without the driver, such as automatic braking, which activates based on information indicating potential hazards.
Radar-based adaptive cruise control and front and rear automatic braking are available. Front and rear automatic braking relies on short-range radar technology and ultrasonic sensors to help the driver prevent front and rear low-speed collisions via a progression of alerts that extend to complete braking, if necessary. Additional advanced safety features offered on the 2013 SRX’s Driver Awareness and Driver Assist packages include:
- Forward Collision Alert
- Lane Departure Warning
- Rear Vision Camera With Dynamic Guidelines
- Safety Alert Seat.
Side blind zone alert and rear cross traffic alert are standard. Each uses radar to detect vehicles that may be out of the driver’s vision, providing visual alerts in the outside mirrors and, in the case of rear cross traffic alert, audible warnings. StabiliTrak electronic stability control system with traction control, and four-wheel disc brakes with four-channel ABS are also standard, along with:
- Dual-stage frontal and side-impact driver and right-front passenger air bags.
- Head-curtain side-impact air bags.
- Rollover mitigation sensors.
- Front safety belt pretensioners and load limiters.
The SRX is also designed to meet European pedestrian protection standards, with the front bumper positioned for greater compatibility with car bumpers.
Courtesy of media.gm.com
