Chris Travell
Chris Travell
Chris Travell is VP, Strategic Consulting for the Automotive Group of Maritz Research. He is responsible for working with Maritz' Insight Teams to further the understanding and application of the firm's automotive research. He has appeared on numerous television programs and is often quoted in Automotive News, Time, USA Today, Edmunds, Detroit Free Press, The Globe and Mail and various other publications in regard to issues related to the North American automotive industry. He is the principal contributor to The Ride Blog, Maritz Research's automotive blog.
In Buying a Car, Should ONE Salesperson Negotiate the Whole Deal?
Toward the end of February Joseph White of the Wall Street Journal posted the article 'New Efforts to Shorten the Car-Buying Process.' He...
Does Satisfying Customers Sell More Cars?
I was in a meeting a couple of weeks ago when the client expressed concern that dealers didn't really see the connection between delivering...
Honda She’s Provides Some Gender Lessons
In 2012 Honda launched the Honda Fit "She's" model in Japan. As the name suggests it was squarely targeted at women and...
Just “One Thing” To Remember in 2013
In the movie "City Slickers", Curly Washburn (Jack Palance) counsels Mitch Robbins (Billy Crystal) on the meaning of life. Curly: Do you...
Car Shopping on the Champs Elysees
Those who have been following the The Ride will know that we did a series of postings in late September on the Paris Motorshow....
The Attack of the Millennials: Halloween Edition
If you remember the death of Elvis Presley, you're not a member of a demographic group that seems to be getting a disproportionate amount...
The NY Yankees and Their Contribution to Understanding Customer Experience Programs
The New York Yankees got swept by the Detroit Tigers for the ALCS. Tragic if you're a Yankees fan. As Joe Girardi,...
Wait a Second, I Thought We Were Lousy?!
There are people out there that would tell you the auto industry is lousy when it comes to the people side of the business, and...
Giving a Worse Customer Experience Delivers $191,000 Less To the Bottom Line
Last week we looked at the upside of delivering a better customer experience and we saw that it results in a boost in GP...
Giving a Better Customer Experience Delivers $106,315 to the Bottom Line
This afternoon we released the findings of our 2012 Customer Experience Payback Study. With all the buzz around the importance of elevating the customer...
Anatomy of a Service Visit
A few weeks back on the The Ride I wrote about how the automotive industry placed third compared to other industries in our CE...