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DEFINING MOMENTS
Meriwether Eisenhard
Cadillac Customer Experience Assistant Manager
“Defining Moments”


What is Defining Moments?




Customer Experience Survey




J.D. Power & Associates
 Delivery Responsibilities
 Clear Explanation of Technologies

Opportunity to Wow ELR Customers








Why we focus on it?

Cadillac ELR Concierge
CUE
ELR Owner Center
Remote Link

Wow Moments
Activity
“Defining Moments”


What is Defining Moments?




Customer Experience Survey




J.D. Power & Associates
 Delivery Responsibilities
 Clear Explanation of Technologies

Opportunity to Wow ELR Customers








Why we focus on it?

Cadillac ELR Concierge
CUE
ELR Owner Center
Remote Link

Wow Moments
Activity
Ppt test small

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Ppt test small

  • 2. Meriwether Eisenhard Cadillac Customer Experience Assistant Manager
  • 3. “Defining Moments”  What is Defining Moments?   Customer Experience Survey   J.D. Power & Associates  Delivery Responsibilities  Clear Explanation of Technologies Opportunity to Wow ELR Customers       Why we focus on it? Cadillac ELR Concierge CUE ELR Owner Center Remote Link Wow Moments Activity
  • 4. “Defining Moments”  What is Defining Moments?   Customer Experience Survey   J.D. Power & Associates  Delivery Responsibilities  Clear Explanation of Technologies Opportunity to Wow ELR Customers       Why we focus on it? Cadillac ELR Concierge CUE ELR Owner Center Remote Link Wow Moments Activity

Editor's Notes

  1. I challenge you to make every customer interaction—for ELR and every other product in our Cadillac family -- a Defining Moment…To Engage, Enrich and Enchant each and every one of our guests…And to create Wow Moments that surprise and delight.Our goal is to be the most customer-centric car company on the planet. But we need all of us working together to accomplish it. Thank you!