Research shows customer expectations and customer journeys are not uniform. Brands have to define who their customers are by creating persona types and meet expectations of each type.
Automobile industry has arguably the most diverse set of customers.Let's look at various persona’s visiting your dealerships.
Aryan, young professional
Busy, travels frequently; focus on design; convenience very important
Laxmi, hands-on consumer
Physically seeing and experiencing the vehicle is important
Traditional values where trust matters; budget- conscious; focus on day to day needs
Mrs Verma, retiree
No usage of online or other new formats.
To delight each of these and many other possible personas your sales and service staff needs to have a unique approach for each segment.Below is the outline of our approach to optimize customer experience
Having a standard approach to sell doesn’t work. So time to act is now, there is no time to lose.