Chris Travell

Creating an Effective Appeal Process for Your CX Programme

We’ve seen it many times.  You understand the need to listen to customers.  You want to apply their feedback to your organization.  You launch your CX programme.  Results start coming in.  But then it happens.  Your channe...

Improving Auto CX by Experiencing the CX

If we want to improve the customer experience, we have to go through the customer experience. As I mentioned last week, my wife and I...

When Dinosaurs Walked the Earth (Sales Tactics That Should Be Extinct)

Sadly, in some remote parts of the world the velociraptor still lives…or, in other words, sales practices that should have gone the way of...

A Non-Luxury Experience and The Importance of the Virtual Showroom

For those who watched last week’s blog, we saw how Audi City is delivering a great CX in London.   But what about where...

Audi City and Progress Through Technology

Using technology to meld together the virtual experience with the showroom experience is an area where many manufacturers are spending time.  We saw that...

Toyota Motor Europe: Challenges and the Customer Experience

Photo from Toyota-Global.com At the recent Frankfurt Motor Show I had a chance to sit down with Karl Schlicht, EVP Toyota Motor...

Glengarry Glen Ross: Automotive vs. Airlines

Ever wonder how auto companies compare to other industries in responding to customer inquiries over social media?  We’ve got the definitive answer for you,...

Glengarry Glen Ross & the Car Industry on Twitter

In the 1992 movie Glengarry Glen Ross, Alec Baldwin tells a rag-tag group of salesmen about an innovative sales contest. First prize – a...

Lessons From the MoMA for The Car Industry

If you’ve been to the Museum of Modern Art in New York, when you go in you pick up an audio device that allows...

Globalization, Corporate Governance, and The Importance of Language

Today we finish up our series on globalization and what it means for your CX program. (See parts one, two, and three.) My colleague,...

Global Governance and Your CX Program

A few weeks from now in Germany, we have the kick-off meeting for a certain automotive manufacturer’s global CX program.  All regions of the...

Questionnaire Design for a Global CX Program

We get asked a lot when designing global CX programs “Do you use exactly the same questionnaire around the world or can we vary...

Atmosphere & Advocacy in the EchoPark Experience

Sonic Automotive, who owns the EchoPark brand, spent a ton on research to better understand the customer experience.  The result was the first store...

Mercedes-Benz & BMW and A Better Customer Experience

The Automotive News World...

Mercedes-Benz & BMW and A Better Customer Experience

The Automotive News World Congress is held just prior to the NAIAS (Detroit Autoshow) and if you have a chance, you really need to...

If We Know What To Do, Why Can’t We Do It? Challenges...

We asked clients at the MaritzCX Automotive Conference what are the biggest hindrances in taking the Voice of the Customer and actually applying it to...

The Funk Brothers, Motown, and The Role of the Salesperson in Selling a Car

Next time you’re in Detroit, head on up to 2648 West Grand Boulevard. Just off the Lodge and a few streets past the hospital you’ll...

The Future of Customer Experience – Part 4

Today we post the last of 4 segments on The Future of Customer Experience.  Thanks to those who have sent me notes.   Any...

The Future of Customer Experience – Part 3

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The Future of Customer Experience – Part 2

Got a lot of good feedback from last week’s post so thank you.   We continue the series on the future of CE with...

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