Warning: Declaration of YOOtheme\Theme\Wordpress\MenuWalker::walk($elements, $max_depth) should be compatible with Walker::walk($elements, $max_depth, ...$args) in /web/htdocs/www.infovalue.it/home/wp-content/themes/yootheme/vendor/yootheme/theme/platforms/wordpress/src/Wordpress/MenuWalker.php on line 120

Touchpoint and customer experience

1 - Need
The company was aware of the need for change in the way its dealerships approach customers, as there is a growing trend for the latter to be already well informed and knowledgeable before they even reach these TOUCHPOINTS (ZMOT).

2 - Goal
The goal of the project was to identify and interpret input that could be used in the development of a dealership-based customer experience that caters to the new circumstances.

3 - Approach
ETHNOGRAPHIC OBSERVATION sessions on site and ONLINE INTERVIEW DIARIES were used to identify customer needs and expectations, especially in terms of emotional experiences.

4 - Solution
The practical INSIGHTS provided by the project were used to “reshape” the customer pathways inside the dealerships, using systems that complement the information that customers already have and enhance their visits with experiences such as utilizing digital tools and offering them the opportunity to “touch” and try products.

Infovalue s.n.c.

Via Savona 103/A - Milano 20144
infovalue@infovalue.it
P.IVA 09166520966