Automotive
The Case & Customer Journey
The manager in charge of customer experience needed to get better insights of the current customer journey in order to measure the overall customer satisfaction and determine the sales potential.
Data Collection & Insights
Real interviews with clients were held in order to collect data about the experience of the client while shopping for a new car. Interviews with sales staff gave further insights into the customer journey.
Mapping the Journey with Milkymap
Based on the data, touchpoints were created in only a few seconds using Milkymap. Actions and experiences were addressed into detail with icons, graphs parameters and images.
Presentation & Output
With only a few clicks, the individual touchpoints were converted into an impressive presentation of the journey allowing the identification of improvement points along the journey.
Optimization of the Journey
An ideal customer journey was also designed, as a solid guideline, to improve each touchpoint in order to optimize the customer experience and to reach the full sales potential.
Evaluation and Review
Thanks to Milkymap, the manager was able to make relevant insights easy to present and digest, enabling the entire team to implement change there where needed.
