Produce a diagram of the customer journey, outlining the customer's experience with the Volvo XC90 Recharge, both online and offline, should be included.
Here is an example.
CUSTOMER JOURNEY MAP Shopping for a New Car EMOTIONAL ERIC EXPECTATIONS Eric is an emotional car buyer. He purchases based on aesthetics and status. . Ability to compare cars and their breakdowns Scenario: Eric recently moved to the area. He is shopping for a car that is fun Good photography with closeups, inside and out to drive and dependable enough for use for everyday commuting. . Video overview of car with demonstrations CONSIDER EXPLORE COMPARE TEST NEGOTIATE 1 week 2 months 1 month 2 weeks 1 week 1. Sees TV commerical for a 3. Explores site and looks at 6. Reads Consumer Reports 9. Selects a set of cars he 13. Decides on a car website, YourCarNext.net, all vehicles in his budget and reviews; keeps a plans to test-drive which helps people shop spreadsheet to compare 14. Gets financing terms, total for vehicles; visits the 4. Creates account; saves cars 10. Looks up location of each price, monthly payment website favorite cars in wishlist dealership on Google Maps from salesperson 7. Consults with trusted 2. Sees ad on Facebook 5. Downloads mobile app indviduals 11. Visits dealership; fills out 15. Researches more, while at his office lead card, discusses specifically about price 8. Constantly checks site for process with sales person, new options that meet his drives car, discusses more; 16. Makes a competing offer criteria repeats process for each car and buys his new car "Wow that website looks 12. Discovers he can take notes great for car shopping!" "I like that I can save about each car he drives in "I'm so happy with cars and a list is my new car!" automatically made" the app "This mobile app is missing alot of features." "I love that I can take notes about these cars "I wish all car dealerships were in the app. So helpful!" shown on a single map, so ! "I'm disappointed by the can plan my route." "I wonder if I can get a better deal?' quality of some listings... "This website looks very few photos.' much different from the commercial." "Why does it take sooo long "I might miss the "It's difficult to narrow to test drive a car? I wish I perfect car if I down options and parse knew it was going to be don't check the site multiples through competing procedural and salesy." times a day" resources. I have to use a spreadsheet."
