Do you think that if you knew more about the Consumer Journey you could sell more cars?

[ed.brooks]

On January 16 2017 eConsutancy published this excellent blog post:

Mapping the customer journey doesn't have to be difficult​

A few highlights -

2016 research by Econsultancy in APAC suggested 'understanding of the customer journey' is poor.

My initial thought was that most dealers I speak with would fall into the last two categories.​

Another nugget -

The customer journey is split into five parts, 'discovery', 'research', 'purchase', 'delivery' and 'after sales', with five 'whats' for each:

1. What task is the customer trying to complete?
2. What questions do they have?
3. What touchpoints do they encounter?
4. What emotions are they feeling?
5. What weaknesses are there in the brand's ability to help?

So it brings up the question, "Do you think that if you knew more about the Consumer Journey you could sell more cars?"

 

[Alexander Lau]

On January 16 2017 eConsutancy published this excellent blog post:

Mapping the customer journey doesn't have to be difficult​

A few highlights -

2016 research by Econsultancy in APAC suggested 'understanding of the customer journey' is poor.

My initial thought was that most dealers I speak with would fall into the last two categories.​

Another nugget -

The customer journey is split into five parts, 'discovery', 'research', 'purchase', 'delivery' and 'after sales', with five 'whats' for each:

1. What task is the customer trying to complete?
2. What questions do they have?
3. What touchpoints do they encounter?
4. What emotions are they feeling?
5. What weaknesses are there in the brand's ability to help?

So it brings up the question, "Do you think that if you knew more about the Consumer Journey you could sell more cars?"

I would agree, most dealers would fall into the last two categories. Good stuff!

 

[Alexander Lau]

http://digitaledition.qwinc.com/publication/?i=375431#{"issue_id":375431,"page":32}

 

[Alexander Lau]

Stumbled across this article today on assisted conversion attribution. This could easily be applied to automotive retail.