CEO of the “new” General Motors, Fritz Henderson, said last week that “business as usual was over at General Motors” and that the carmaker “would focus on customers, cars and culture.”
No wonder GM, once the world’s largest carmaker, went broke! Apparently in the “old” GM a focus on customers was not a component of their usual business practices.
It amazes me how many companies, and Boards of Directors, fail to maintain a focus on customers. When too much attention is placed on internal processes, financial scorecards, and empire building, the poor old customer just gets lost in the shuffle.
General Motors is a classic example of why there needs to be a greater presence for marketing expertise in the corporate boardroom. Until this happens, we will continue to see many industrial stalwarths, such as GM, collapse, causing pain to thousands of employees, families, suppliers and even entire communities.
Let’s hope the “new” GM gets it right this time!