Customer Journey – Part Two


Share on LinkedIn

Here is the second of three posts discussing our findings from the 2013 Maritz Customer Journey Study.   It points out the benefit of providing outstanding customer service, and what happens if brands / dealers miss the mark.   Punishment is harsh.

Until next time.


PS.  This is an observation, and possibly a rant.   Between 7:30am and 9:30am on Saturday morning, I received 12 spurious tweets related to customer experience from the same individual, and 9 tweets from somebody else talking about CX.  And they do this on a daily basis.    I ‘unfollowed’ both.  Just because you say a lot doesn’t mean you have a lot to say.  Maybe it’s just me.

Republished with author's permission from original post.

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.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here