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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.

2021 Cadillac Escalade shown inside and out in leaked photos

Fresh off the official reveals of the all-new 2021 Chevrolet Suburban and Tahoe, here come leaked images showing the redesigned version of their upmarket sibling, the Cadillac Escalade, inside and out. The images were posted on Instagram by user @allcarnews, with a hat tip to Jalopnik, and give us our best look yet at the unadorned exterior and the new interior.           View this post on Instagram                       A post shared by A L L C A R N E W S (@allcarnews) on Dec 11, 2019 at 12:22am PST Let’s start with the body design of the large luxury SUV, with bears strong echoes of both the aforementioned Suburban and Yukon, albeit with a chrome stripe along the lower doors and chrome trim framing the windows. Then thereÂ’s the redesigned grille, which looks like a larger-maw version of the XT6Â’s grille and adopts the same horizontal LED headlights. Instagram commenters also liken the exterior to the new XT6, CadillacÂ’s smaller three-row crossover, and even the Hyundai Palisade. The swept-back, slightly tapered rear end in profile even reminds us a little of the Lincoln Aviator. All of which will beg the question of whether Cadillac has done enough to distinguish its flagship SUV to compete against the Lincoln Navigators of the world.             View this post on Instagram                   (UPDATED) LEAKED: 2021 Escalade ? _____________________________________ [12/11/19] (NEW INTERIOR SHOTS) CadillacÂ’s Escalade for 2021 has been leaked and well.. the exterior is subjective.. What I will point out is the side profile which is unfortunately still identical to the Tahoe & Suburbab albeit with a chrome bar on the bottom and chrome window frame trim. The rear gets full sized LED verticals taillights again, but now more integrated into the rear. The front is big and loud but looks like a blown up XT6. After reading your comments, it seems a mixed bag, especially with the horizontal headlights (which i lightened to show the elements) but the massive verticals LED DRLÂ’s remain thankfully. ???????????? ???????????? ???????????? ????????? ? @Allcarnews Spec Sheet: Powertrain wise there will be a carry over 6.2L 420HP+ V8 paired to a 10 speed auto gearbox. A supercharged V8 version (or TT V8) will be coming in the future with up to 650HP in some sort of V designation. Expect blacked out wheels, trim and grille. ? ???????????? ???????????? ??????????? But..

de Nysschen pushes to separate Cadillac, GM

Cadillac President Johan de Nysschen continues his push to separate his brand from General Motors. After controversially picking up shop and moving to New York's trendy SoHo neighborhood, de Nysschen has now gone on record as saying that within two years, the brand will enjoy "a far higher degree of autonomy and self sufficiency." That autonomy will include the brand reporting its own financial results, independent of GM. But what would such a move do for Cadillac? Well, as de Nysschen explained it to Automotive News, "Cadillac at this state makes a very sizeable contribution to the overall profit at General Motors." If that's truly the case, separating financial announcements serves to emphasize the prosperous character de Nysschen seems so keen on attaching to his brand. But that's only one phase of Cadillac's push to distance itself from GM. De Nysschen is eager to revamp the company's dealership model so that it stands out from other GM brands, calling it a "very profound focus." Those moves, according to AN, including a change to the current dealer incentive model with a particular emphasis on building the brand rather than nailing sales figures. "If you aren't strengthening the brand perception, you should have less reward," de Nysschen told AN. While his goals seem clear, de Nysschen's statements have left us wondering whether they're also somewhat counterintuitive. Emphasizing Caddy's prosperity to potential consumers while incentivizing dealers to move less metal seems more like a tactical move rather than a strategic one. And there's no telling how the new dealership model will impact de Nysschen's goal to hit 500,000 global sales by 2020. Related Video: