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Book by Cadillac subscription service returns next year

Cadillac rolled out its subscription service Book by Cadillac at the beginning of 2017. On December 1, 2018, the automaker put the service on hiatus after having made a few revisions and learned a lot of lessons. Just a month later, brand president Steve Carlisle told GM Authority at this year's Detroit Auto Show that Book was definitely returning. A week after that, GM chief financial officer Deborah Wahl said Book 2.0 could be ready as soon as Q2 this year. It's taken a touch longer than expected to sort out the kinks, but Automotive News reports Wahl told an audience at the J.D. Power/NADA AutoConference L.A. that the real return happens in the first quarter of 2020.  When Book went on hiatus last year, the service charged $1,800 per month for insurance, maintenance, unlimited miles, the ability to swap into any Cadillac at will, and concierge-like vehicle delivery to your location with amenities like bottled water, umbrellas, and detailing. Good things came of it for the brand, such as the 70% of subscribers who'd never owned a Cadillac. Yet the drawbacks were too much. At one point, the carmaker said Book's halt was due to technical issues like "snags with the back-end technology used to support the service" that hampered customer service and increased costs. Cadillac managed the Book's fleet, as opposed to the dealers, and consumer choice — or a lack of it — played a role in the hiatus. In Carlisle's comments to GMA, he said that subscribers didn't swap out vehicles nearly as much as expected. Even though everything up to the full-fat V-Series models was in the catalogue, Carlisle said of the customers, "They wanted an XT5." The devotion to that one product changed the economics. "Are [subscribers] going to stay in that service if thatÂ’s what they realize they want?" he asked. "It is inherent in that model that we maintain more than one car per customer. And you got to think through the economic implications of that. Particularly if utilization is a lot lower than we thought because people are switching less than we thought." Wahl didn't offer any specifics on how Book 2.0 will differ from Book 1.0, only saying that there will be more "convenience, flexibility and value for potential subscribers." There will be less focus on swapping cars, and Cadillac will "base it off the dealer network." Since the brand's 900 U.S. dealers have the inventory, anyway, that should help both parties.

Cadillac says it made CUE infotainment a lot better

We've never been huge fans of CUE, the Cadillac User Experience infotainment interface. It's been around a few years now, and the best thing we can say for it is that it now supports Android Auto and Apple CarPlay, making it easy enough to replace most of the interface with a familiar smartphone-based system. Now Cadillac has made some big upgrades to the system that should address at least some of our concerns. First and foremost, the system is claimed to be more intuitive, with a more logical interface design. Cadillac has added a Summary View that gives an overview of the climate, media, navigation, and phone all at the same time. The system will also be able to receive over-the-air updates, allowing Cadillac to make improvements more often and push them out to owners' cars, mush like Tesla and other automakers already do. The 4G LTE connection will also be used to connect the car with the cloud, where drivers can store and modify their own personalized set of settings. This My Driver Preferences profile will include things like contacts, navigation preferences, and recent destinations, and will also follow them from one car equipped with the system to another. That should come in handy for anyone subscribing to the $1,500-a-month Book by Cadillac vehicle subscription service, which allows participants to swap between cars when they choose. The cloud connection will also carry over to a new available navigation function, which Cadillac claims has a more intuitive, smartphone-like interface. It uses its data connection to provide current destination info and is supposed to learn a driver's habits, such as their preferred routes and frequent destinations, which the system will then attempt to offer up predictively – so the car should be able to know that you're heading home at 5:00. Additional apps for the system will be available through Cadillac's new Collection app store. And it's still compatible with Android Auto and Apple CarPlay. One sore spot that appears to have been improved is the digital gauge package, although Cadillac hasn't offered details on that extension of the system. The current iteration's ability to over-customize the interface (our personal favorite is the option to display a total of four speedometers between the head-up display and the gauge screen; see video below) and unintuitive controls make it difficult to use and learn, while the simulated gauges don't look particularly realistic.

Mystery shoppers love Infiniti, hate Tesla

Infiniti, followed by Lexus tied with Mercedes-Benz took the top two spots for best sales experience according to mystery shoppers from the latest Pied Piper Prospect Satisfaction Index, while EV manufacturer Tesla recorded the lowest overall score. Not surprisingly, premium brands dominated the top ranks. Including the three already mentioned, luxury brands occupied seven of the top ten spots and included Audi, BMW, Porsche, and the only American brand to crack the upper echelon, Cadillac. Toyota, Volkswagen, and Nissan rounded out the first ten positions. The news for domestic automakers isn't good. Aside from Caddy, the only other star-spangled automaker to score above the industry average is Chrysler. The rest of FCA, most of GM, and all of Ford fell below the line. But Pied Piper's mystery shoppers handed Tesla the biggest walloping – the company is ten full points below the next lowest brand, Volvo, and its score of 86 is 17 below the average of 103. It's baffling, considering the company's touted direct-sales model. "Tesla leaves me scratching my head," Fred O'Hagan, Pied Piper's president and CEO, told Wards Auto. "They own all of their stores, so you would think each one would be doing the same thing. But they're not. Tesla is consistent in its inconsistencies." O'Hagan added that there's a "huge variation" in Tesla's store-to-store effectiveness, and that in some cases, shoppers found showroom workers that acted more like "museum curators," Wards Auto reports. It might be popular to call Tesla the Apple of the car world, but based on Pied Piper's work, the brand has a long way to go to emulate the uniform shopping experience of an Apple Store. The news might be bad for Tesla, but even for the brands that scored below average, there's cause for celebration. Only Tesla and Mini lost points in this year's rankings, and only Mercedes and Lincoln held steady. Every other brand, including Infiniti, which topped the index for the first time, gained at least one point. The biggest improvements belong to Porsche, Land Rover, and Mitsubishi, which all jumped five points. Pied Piper's annual Prospect Satisfaction Index uses mystery shoppers – over 6,100 this year – from across the country to assess dealers and generate rankings from over 50 individual factors. News Source: Pied Piper via WardsAuto Green Audi BMW Cadillac Chrysler Infiniti Lexus Mercedes-Benz Nissan Tesla Toyota Car Buying Car Dealers study