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.
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…
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 Europe – Sales...
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 in Applying the VOC.
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...