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Customer Focus

Earn customers for life.


Now THIS is my absolute favorite moment in my short time with GM. I’m confident we earned customers for life with Steve & JoAnna. Read the story and watch the video below:

It’s not often that new-car buyers get to see their vehicles being built, but that’s what happened for Steve and Joanna Judson of Maryville and their 2016 Cadillac CT6 sedan — which they call their dream car.

They didn’t make it to the plant to watch the car come down the line, but the plant brought the event to them, via a YouTube video in which Cadillac executives and assembly workers chimed in as the vehicle made its trek through the build process.

This special treatment came about because of an email the Judsons sent to Courtney Zemke, communications manager for the General Motors Detroit Hamtramck plant where the CT6 is made. In it, the Judsons talked of how much they anticipated owning the vehicle they dubbed “Big Red,” and asked the plant to take special care when assembling it.

“They placed an order in December, and found out later that the car would be assembled in mid-March,” Zemke said. She was on hand for a specal event at Cadillac of Knoxville on Monday afternoon, during which the car was unveiled and delivered to the Judsons, who were ushered into the dealership on a red carpet.

“I shared their email with our team members, and we decided to chronicle the car’s assembly with a video, with comments from the people who were making the vehicle,” Zemke said. “I’ve been pals with the Judsons ever since I responded to their email, and we have been in touch all through the process.”

The car is a milestone for Cadillac as well as for the Judsons. Brand new for 2016, the CT6 went on sale in March as the newest member of the brand’s lineup. It’s a rear- or all-wheel-drive full-size performance sedan that Cadillac hopes will position it to compete successfully against such European luxury models as the Mercedes-Benz S-class, BMW 7-series and Audi A8.

And the one delivered to the Judsons on Monday was the first to come to a Tennessee dealer, Cadillac officials said.

For the Judsons, the car was an aspirational vehicle for their retirement years.

“It’s probably the last new car we’ll buy,” said Steve Judson, 71. “And it’s also the nicest car we’ve ever owned.”

Joanna Judson broke out in tears when the cover was pulled off the car in the showroom.

“It’s even more beautiful that I thought it would be,” she said.



It’s hard to forget David and his time at D-Ham. We had so much fun showing him and his family around! Read the story below:

In April 2015, Ohio Dealer David Flynn paid $200,000 for the first retail production Cadillac CT6 as top bidder at the Barrett-Jackson Auction in Palm Beach, Fla. The auction benefitted the Barbara Ann Karmanos Cancer Institute.

Flynn visited the Detroit-Hamtramck Assembly plant (D-Ham) with his wife and three of his children on February 19. His CT6 rolled off the line to a sea of proud engineers there just four days prior. Flynn and his family toured the new CT6 Body Shop and General Assembly before meeting several of the D-Ham staff and CT6 launch team.

Flynn owns several dealerships near Columbiana, Ohio. His children, Sam, Katie, Bonnie, and Shannon will all enter the family business one day. When asked if surprised about her dad winning the CT6 auction, Katie replied, “Not at all, my dad has to have the first of everything.”

The 001 VIN was crucial to Flynn, as that was the first thing he looked at upon seeing his new sedan. “It’s terrific,” he said. “I told my oldest daughter she could have it, but I’m re-thinking that decision now after seeing it.”

Flynn and his family had the chance to experience a Dynamic Vehicle Test before heading to the Design Center. There, they met some of the CT6 designers, received a behind-the-scenes facility tour, and took home an original CT6 sketch, autographed by the design team.


In March, David Gross flew from New York to Detroit to see his seventh Cadillac, a 2017 Cadillac CT6 come off the end of the assembly line. He had no idea what other surprises the team at Detroit-Hamtramck Assembly had in store for him.  (Full story in Cadillac Magazine out this summer).

Interested in seeing more of my favorite projects? Click the links below:

NOVEL THINKING                  LEADERSHIP                  CUSTOMER FOCUS 



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