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GM Must Attract the Skeptical Car Consumer

posted by Diane Eastabrook, Chicago Bureau Chief at 6:12 PM on 08/11/09

Diane EastabrookMark Darren Walker hasn't owned an American vehicle since his '86 Ford Mustang. He's never owned a GM product. Lauren Weiner's parents owned GM cars, but she never has. She's preferred BMW, Honda, and Land Rover. These are the kinds of consumers GM desperately needs to attract and they could.

Both Walker and Weiner were among the 100 consumers who test drove vehicles this week at GM's Milford Proving Grounds. Walker was a tough sell. He had test driven a Chevy Tahoe in Los Angeles and didn't like it. So, he fired off an email to CEO Fritz Henderson who responded with an invitation to test drive other GM products at the company's test track. Walker loved the Cadillac CTS and was also impressed with the Buick LaCrosse. Will he switch from BMW to Cadillac when it's time for a trade? He's not sure, but he's now open to the idea.


Weiner was an easier sell. She says she would like to buy an American product and was impressed with the Cadillac SRX. But, like many consumers she says it will come down to price when it comes time to buy.

These consumers represent the sentiments of a lot of consumers I've spoken to in recent months. Many would like to buy American, but they're skeptical. There is still concern about the financial stability of GM, Chrysler, and to a lesser extent Ford. Some had bad experiences with domestic products in the past and aren't sure the companies have improved on quality. And, there are those who don't like the idea of a government bailout.

Still, this could be the best time ever for GM to win over American buyers. I sense a stronger inclination among people I know and have interviewed to buy American. GM's job is to respond with good products, good marketing, and better customer service. If it can do that, it could recapture some of its past glory. If it can't, it could be the end of General Motors.

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Chuck -- Check with your local PBS station to figure out what station they are airing us on. For instance, I live in Fort Lauderdale, Florida. This means WPBT2 is my PBS station, where I can watch NBR. If I go to the WPBT2 website, I can look at their program schedule and see which of their channels they air us on.

In the future, we hope to offer some sort of application on the website that will provide this information. But, the data is complex, since each station can air us where and when they want. As a result, the application is a challenge to build.

Why don't you provide the channel numbers (11.1, 11.20 for programs

My last GM product was a '98 Chevy van. The side door hinges broke, and the fuel injectors were screwed up by a liner in the fuel filler that was dissolved by gasoline! Though I get the employees price on GM, I bought a Honda, Toyota, and Hyundai since.

golly an Corporation has their CEO ousted, hmmm, i never finished college, but that a bullseye for a Corporation being taken down.

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