Example
Input prompt
Outline the customer journey for buying a car at a dealership.
Result from enhanced prompt
Customer Journey Map Outline: Buying a New Car at a Dealership
Target Customer
- First-time car buyer
- Late 20s
Phases
- Awareness and Research
- Consideration and Evaluation
- Decision and Purchase
- Post-Purchase Experience
1. Awareness and Research
Touchpoints & Channels
- Online search engines
- Automotive websites and forums
- Social media
- Word-of-mouth recommendations
Goals & Expectations
- Identify car models that fit their needs and budget
- Learn about features, options, and pricing
- Understand financing options and process
Thoughts & Emotions
- Excited about the prospect of owning a new car
- Overwhelmed by the amount of information and choices
- Uncertain about their budget and financing options
Pain Points & Friction
- Difficulty comparing models and features across brands
- Lack of transparency in pricing and fees
- Concerns about affordability and long-term costs
Opportunities
- Provide clear, concise model comparisons and feature breakdowns
- Offer interactive tools to help determine budget and financing options
- Showcase customer reviews and testimonials
Metrics & KPIs
- Website traffic and engagement
- Number of leads generated
- Brand awareness and consideration
2. Consideration and Evaluation
Touchpoints & Channels
- Dealership visits
- Test drives
- Interactions with sales representatives
- Online configurators and price quotes
Goals & Expectations
- Narrow down choices to a few top contenders
- Experience the car firsthand through test drives
- Get personalized recommendations and advice
- Obtain transparent pricing and financing options
Thoughts & Emotions
- Excited to test drive potential cars
- Apprehensive about interacting with sales representatives
- Concerned about getting the best deal and not being taken advantage of
Pain Points & Friction
- High-pressure sales tactics
- Lack of transparency in pricing and financing
- Limited availability of desired models or features
Opportunities
- Provide a low-pressure, consultative sales approach
- Offer transparent, upfront pricing and financing options
- Ensure a diverse inventory and flexible configuration options
Metrics & KPIs
- Number of dealership visits and test drives
- Conversion rate from consideration to purchase
- Customer satisfaction with sales experience
3. Decision and Purchase
Touchpoints & Channels
- Negotiation with sales representative
- Financing and paperwork process
- Vehicle delivery and walkthrough
Goals & Expectations
- Get the best possible price and financing terms
- Have a smooth, efficient purchase process
- Feel confident and excited about their decision
Thoughts & Emotions
- Nervous about negotiating and making a major financial commitment
- Relieved and excited once the decision is made
- Eager to take ownership of their new car
Pain Points & Friction
- Stressful and time-consuming negotiation process
- Confusing or overwhelming paperwork
- Delays in vehicle delivery or preparation
Opportunities
- Offer transparent, competitive pricing and financing options
- Streamline the paperwork and financing process
- Provide a personalized, celebratory delivery experience
Metrics & KPIs
- Sales volume and revenue
- Financing penetration and profitability
- Customer satisfaction with purchase experience
4. Post-Purchase Experience
Touchpoints & Channels
- Follow-up communication from dealership
- Service and maintenance visits
- Ongoing customer support
Goals & Expectations
- Feel valued and appreciated as a customer
- Receive timely, relevant information and support
- Have a positive experience with service and maintenance
Thoughts & Emotions
- Excited to enjoy their new car
- Appreciative of follow-up communication and support
- Concerned about potential issues or maintenance costs
Pain Points & Friction
- Lack of proactive communication or support
- Inconvenient or costly service and maintenance
- Unresolved issues or concerns
Opportunities
- Provide personalized, proactive follow-up communication
- Offer convenient, affordable service and maintenance options
- Ensure prompt, effective resolution of any issues or concerns
Metrics & KPIs
- Customer retention and loyalty
- Service and maintenance revenue
- Net Promoter Score (NPS) and customer satisfaction
