The customer journey is a combination of dynamic stages that shape the customer’s experience according to their needs and preferences. The car buyer’s journey lasts from the initial enquiry about available vehicles to the post-purchase experience.
The dealer’s task is to create added value at every stage of the sales process in order to increase the customer’s willingness to buy with each step, thereby maximising conversion in the sales funnel.
In after-sales service, on the other hand, numerous opportunities for contact with the customer should be used to shape their loyalty to the dealer and increase the chance of repeat purchases.