Mark Reuss rethinks GM's ways

June 11, 2012 - 12:01 am ET
Mark Reuss is putting GM's money behind his quest to become No. 1 in customer service: Employee bonuses are now based in part on how well the automaker retains customers. Along the way, the president of GM North America is questioning the value of 'perfect' parts and resisting rich sales incentives, even if it means losing market share.
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