Customer Experience From Chipoltle to Baseball, A Streaming First, Ditching the Old Indicators for Nimble Insights

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This Monday Morning we’re making TROUBLE by calibrating the Consumer Experience dial with real-world, real-time evidence.  To quote the heroine Dorothy,“We aren’t in Kansas anymore.” We talk about a Rochester Chipotle rep, new rules for baseball, an Academy Award first, and a word from some friends at JD Power about how we should be treating the indicators we’ve been using.

• Chipotle forgets the chips and a call center rep in Rochester, NY saves the whole thing. 
• First ever streaming service Best Picture Award last night at the Academy Awards for “CODA” on Apple TV+
• We have to change the way we consider ‘indicators. 
  • “As a result, conventional indicators and benchmarks that once guided automotive decision-making will no longer be as effective in gauging key market trends to assess used-vehicle prices and valuations.”  
  • “Pandemic variants, supply-chain challenges and economic volatility have created a warped market for new and used vehicles and will continue to disrupt the automotive sector for the foreseeable future, according to a recent analysis from J.D. Power.”
  • Morgan Hansen, VPdata Science at ALG, J.D. Power Valuation Services. David Paris , Senior manager of market insights at J.D. Power Valuation Services
• Savannah B-A-N-A-N-A-S. They’re making trouble by creating “Banana ball” and making their own rules…and the people LOVE IT
  • Fan catches a foul for an out
  • No Walks Rule: On a ball four, a walk becomes a sprint. Every defensive player has to touch the ball before it becomes live.

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Join Paul J Daly and Kyle Mountsier every morning for the Automotive State of the Union podcast as they connect the dots across car dealerships, retail trends, emerging tech like AI, and cultural shifts—bringing clarity, speed, and people-first insight to automotive leaders navigating a rapidly changing industry.

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