Hello everyone.

I'm new to the site but not to Cadillac. Have been repairing them for years as a tech. They have always been a great car I really loved my 1991 De Ville, no problems ever, other than a few oil leaks from the steering rack.

Now I'm upgrading my education to become more involved with the Customer Satisfaction part of the business, also in the process of completing a MSc. in Dealer Management. For my final dissertation, I've chosen the comparison of CSI to Customer Engagement (loyalty and re-purchase)
My arguement is to which is a more accurrate measurement.

I'd like your help in this. I'd like your opinion of what it takes to maintain customer loyalty to the brand, dealer or even the contact at the dealer. What would the dealer have to do or maintain doing to retain your business?

From you, being a Cadillac owner/enthusiast, what does it take?
You're the experts.

Thanks to all who wish to participate.

PS: I'm now a student, not working for GM.