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 are in the market for a car. As the shopping saga continues, an amazing thing is happening. If you’ve been in...

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 the dinosaurs are still kicking. For those of us who spend our careers understanding and attempting to improve the customer...

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 the mass market lives?  Can you deliver a great and differentiated experience for non-luxury customers and do so in a...

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 in last week’s blog when Karl Schlicht spoke of what Toyota is doing with this in Europe.  Here’s a good...

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 Europe – Sales & Marketing, Product Management and After Sales for both Toyota and Lexus.  He had just finished launching...

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, or at least for the auto and airline industries, in this week’s MaritzCX blog. Until next time. @christravell

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 Cadillac Eldorado. Second Prize – a set of steak knives. Third prize – you’re fired. It’s a pretty famous scene,...

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 you to key in the number of the painting you’re looking at.  You then stand back and listen to world...

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, Paul Herdman, sketches out some key summary considerations for actually making a global program work. Among other concerns, CX professionals...

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 world will be represented, either in-person or via teleconference.  One of the main issues that will be discussed is global...

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 it up a little bit?  What’s the best way to do this?”  I had a chance to sit down with...

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 in Thornton, CO. As Marti Eulberg says, the facility was not designed from an automotive perspective but was designed from a...

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 go....

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 go.  Great conference.   Industry executives spoke very candidly about the state of their business and what they foresee for the industry...

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 improve their customers’ experience.    After all, isn’t that the work?  Some common themes emerged including the fact that there’s...

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 see Hitsville, USA.  With a little imagination you’ll hear the sounds coming from Studio A of Diana, Marvin, Stevie, Smokey and the...

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 and all comments are certainly welcome. @christravell if (!youTubeScriptInserted){ var tag = document.createElement('script'); tag.src = "http://www.youtube.com/player_api"; ...

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 some more thought starters.  As always, please let me know what you think. if (!youTubeScriptInserted){ var...

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