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J.D. Power customer survey of dealers counts Cadillac, Buick as big winners

Cadillac and Buick have taken the trophies in J.D. Power's latest Customer Service Index Study examining satisfaction with dealer service. Surveying more than 90,000 owners and lessees of 2009-2013 model-year cars, the study found that those with pre-paid maintenance packages were ten percent more likely to buy their next car from the same brand.
Dealer satisfaction scores have improved overall, Cadillac nabbed the luxury segment ahead of Audi and Lexus, taking the crown that Lexus held last year. Buick keeps the mass-market dealer satisfaction win in the family, finishing ahead of Volkswagen and last year's winner GMC. The study also found that service department use of tablets increased customer satisfaction, as did "best practices" like "providing helpful advice." Who knew?
You can find details on those and more findings in the press release below.

Frustrated GM investors ask what more Mary Barra can do

DETROIT — General Motors Co Chief Executive Mary Barra has transformed the No. 1 U.S. automaker in her almost five years in charge, but that is still not enough to satisfy investors. Ahead of third-quarter results due on Oct. 31, GM shares are trading about 6 percent below the $33 per share price at which they launched in 2010 in a post-bankruptcy initial public offering. The Detroit carmaker's stock is down 22 percent since Barra took over in January 2014. After hitting an all-time high of $46.48 on Oct. 24, 2017, the shares have declined 33 percent. In the same period, the Standard & Poor's 500 index has climbed 7.8 percent. Several shareholders contacted by Reuters said GM could face a third major action by activist shareholders in less than four years if the share price does not improve. "I've been expecting it," said John Levin, chairman of Levin Capital Strategies. "It just seems a tempting morsel to somebody." Levin's firm owns more than seven million GM shares. Barra has guided the company through the settlement of a federal criminal probe of a mishandled safety recall, sold off money-losing European operations, and returned $25 billion to shareholders through dividends and stock buybacks from 2012 through 2017. GM declined to comment for this story, but the company's executives privately express frustration with the market's reluctance to see it as anything more than a manufacturer tied mainly to auto market sales cycles. GM's profitable North American truck and SUV business and its money-making China operations are valued at just $14 billion, excluding the value of GM's stake in its $14.6 billion Cruise automated vehicle business and its cash reserves from its $44 billion market capitalization. The recent slump in the Chinese market, GM's largest, and plateauing U.S. demand are ratcheting up the pressure. GM is one of the few global automakers without a founding family or a government to serve as a bulwark against corporate raiders. In 2015, a group led by investor Harry Wilson pressed GM to launch a $5 billion share buyback, and commit to what is now an $18 billion ceiling on the level of cash the company would hold. In 2017, GM fended off a call by hedge fund manager David Einhorn to split its common stock shares into two classes. Einhorn, whose firm still owned more than 21 million shares at the end of June, declined to comment about GM's stock price. Other investors said there were no clear alternatives to Barra's approach.

Lincoln hijacks Cadillac's 'Dare Greatly' tagline

Talk about comedy - not even 24 hours after Cadillac teased its CT6 while inviting us to "Dare Greatly" during the Oscars telecast, Lincoln was doing the same but on Google. An anonymous tipster informed us the day after the Oscars that typing "dare greatly" into Google returned two ads before the search results. When we checked it over the course of a few hours, the first ad was always for Cadillac and either read, "Cadillac - Dare Greatly - Only those who dare drive the world forward," or, "Cadillac - Dare Greatly - It's not the critic who counts, it's the man in the arena." (On a side note, come on, Cadillac - "the man in the arena?" Well. It's a quote. Suppose that's all right, then.) The second result was for Lincoln and read, "Dare Greatly - It's not about making a statement, it's about doing what you love," with the associated URL being www.lincoln.com/dare+greatly. The first time we clicked it, it went to the Lincoln homepage showing the 2015 MKZ Hybrid. The second time, we got a page saying that the Lincoln site wasn't available; the Lincoln site was fine, the link didn't work. There's no reference to the Google joke at the Lincoln site - this was just about getting eyeballs. The English have the perfect phrase for Lincoln's provocation: "You've got some cheek!" We think it cunning, dastardly, and funny, and there's no doubt it worked - they knew people would flock to search the term. One of our competitors, Autotrader, said that within an hour of the first of four Cadillac spots airing during the Oscars, car searches for Cadillac vehicles climbed 53 percent from pre-Academy Award coverage levels. Searches for Cadillac cars were up 120%, they said. If this is Round One of our homegrown scrappy old-timers going at it, we're all for it. News Source: Google Marketing/Advertising Cadillac Lincoln Luxury