1958 Chevrolet Apache Truck, C10 on 2040-cars

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General Motors shaking up its marketing... again

One of the things that dogs the full comeback of General Motors is the instability of its marketing. That part of the automaker got yet another big shakeup today when GM confirmed what I have been tweeting for a few days - strong rumors that the Chevrolet and Cadillac ad accounts are walking to new ad agencies.
Cadillac, GM's luxury brand, is going into review from Fallon Worldwide, Minneapolis and the indications are that Campbell-Ewald, Chevy's old ad shop, will end up with most or all of it. C-E just announced that it was moving from its long-time home in Warren, MI to a new downtown Detroit office next to Ford Field, just blocks from GM.
The other shoe to drop shortly will be the shift of GM's most important brand, Chevy, from Goodby, Silverstein & Partners of San Francisco to McCann-Erickson of Troy, MI. McCann used to be the agency for Buick and GMC, as well as GM's corporate advertising, and has retained some pieces of business over the last few years. Sources have even told us that it was McCann that did a lot of the creative work on Chevy's new ad platform, Find New Roads. (Not to be confused with a former McCann tagline for Saab, "Find Your Own Road.")

Car owners getting more irritated with their repair experiences, study says

The J.D. Power U.S. Customer Service Index Study (CSI) is a barometer of a vehicle owner's happiness with the service experience. While it wasn't all bad in the 2023 study, the overall owner satisfaction score dropped. This year's tally of 846 out of 1,000 is two points down from 2022, the 43-year-old study's first decline in more than 28 years, and one point down from 2021. However, the overall score remains well up from the pre-pandemic scores of 821 in 2018 and 837 in 2020. The study claims the stumbling block is the horde of BEV launches. The flood into the new energy space has created a recall rate among EVs that's more than double the rate for ICE vehicles. Furthermore, dealership service department knowledge of EVs isn't on par with internal combustion engine expertise, leaving EV owners less satisfied with service advisors compared to ICE owners. Chris Sutton, VP of automotive retail at J.D. Power, said, "As training programs for service advisors and technicians evolve, EV service quality and customer experience must address both the vehicle and the unique customer needs. The EV segment has the potential to spur massive convenience improvements in how customers service their vehicles — but weÂ’re not seeing the benefits yet." Matters are slightly worse for all owners, though, with labor and parts shortages contributing to longer wait times for service appointments. The CSI study surveys owners and lessees of one- to three-year-old vehicles to gauge their happiness with service at franchised dealer or aftermarket service facilities for maintenance or repair work. The criteria in order of importance are service quality (32%); service advisor (19%); vehicle pick-up (19%); service facility (15%); and service initiation (15%). Lexus retains the top spot for luxury brands, giving it three wins in four years. The Japanese automaker won in 2020 as well, its run interrupted by Porsche in 2021. Cadillac, Infiniti and Acura complete the luxury top 5.  For mass-market cars, Mitsubishi wins again after a victory in 2021 and falling to fourth last year. It's followed by Mazda, Buick, Subaru and Mini.  Considering the different service needs and service experience of different body styles, the study has broken results out by segment for the first time. Lexus earned a second victory thanks to winning the premium SUV segment, and Mitsubishi earned a second victory by winning the mass-market SUV/minivan category.

Both Android Auto and Apple CarPlay slated for Chevrolet lineup

Long awaited, the race among automakers to keep drivers connected to their smartphones has officially entered a new era. Hyundai said Tuesday it would be the first manufacturer to put Google's Android Auto into a production car, the 2015 Hyundai Sonata sedan. Not to be outdone, General Motors said today it'd offer both Android Auto and Apple's CarPlay on several Chevrolet models set to hit dealerships this summer. By giving car buyers the choice between these rival phone-projection systems, Chevrolet hopes to quell concerns from prospective customers worried about the compatibility of their smartphones and vehicles. "It's about providing choice," said Alicia Boler-Davis, GM's senior vice president for global connected car consumer experience. "No two customers are alike, and we cannot expect a single solution that works for every driver in every situation." Across the industry, automakers are rushing to add both to their cars as a growing base of customers seek an array of connected features. Estimates from automotive technology research firm SBD indicate smartphone-integrated content is available in 36 percent of current vehicles, and the company expects that penetration rate will grow to 84 percent by 2025. For Chevrolet, the systems will be available on select 2016 iterations of the Cruze, Camaro, Volt, Spark and Malibu as early as next month, and appear on 14 Chevy models overall for the 2016 model year. They're available on all trim levels, but they only work with the company's MyLink infotainment package installed in the cars, and the first to hit showrooms will only work on the seven-inch touchscreen models. "CarPlay and Android Auto, these are things that are addressable to the broad market, and I think it makes a lot of sense for GM to put it into Chevys first," IHS Automotive senior analyst Mark Boyadjis said. Via physical connections, both Apple CarPlay and Android Auto allow users access to smartphone features like turn-by-turn directions, phone calls, voice-to-text messages and music streaming. Interfaces are similar to the ones found on the respective smartphones, but on the dashboard, they're redesigned for a simpler, in-car experience. Fonts are larger, for example, and easier to press on a touchscreen. CarPlay relies heavily on Siri so that drivers spend more time staring at the road instead of their touchscreen. That sounds good, at least in theory.