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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.

Facelifted Buick LaCrosse caught in China

Back in September, General Motors promised nine new or refreshed models for its Buick and GMC brands within 12 months, and while we've already seen what the updated 2014 GMC Sierra will look like, we're now getting our first look at what appears to be the facelifted 2014 Buick LaCrosse. Judging by a set of spy shots posted on Autohome showing a Chinese-market model, the updated sedan is getting a pretty big makeover, including a completely redesigned interior and a refreshed exterior.
From the outside, all of the usual midcycle updates have been made to the LaCrosse, including new lights and fascias. The new front end features a larger, reshaped seven-sided grille, LED-trimmed headlights and Buick's signature portholes are now mounted on the side edges of the hood to be more visible. The rear view has similarly small yet refined changes such as the new decklid with a chrome brow that stretches the full width of the car, to a more squared-off rear fascia with exhaust outlets pushed out to the corners. From the single shot we can see, the LaCrosse's new rump looks very similar to the Hyundai Equus.
The second-generation LaCrosse helped reestablish Buick as a near-premium automaker with its interior quality, and the next model could very well up the stakes even more. The new cabin design ditches the wraparound wood trim on the instrument panel and door panels for a smoother, more contemporary look. While it's hard to make out all of the changes, we can instantly see that the center stack is now more upright with fewer buttons, but the biggest news might be the cabin technology the 2014 LaCrosse might offer. Checking out the shot of the center console, we see what looks to be a pad similar to the handwriting recognition technology used by Audi, which would make this a first for GM.

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.")