Service Design Blueprint for KIA Dealers

Service Design Blueprint for KIA Dealers

Customer Journey

• The customer journey consists of six stages: Awareness, Consideration, Purchase, Delivery, Ownership, and After-sales Service.

Touchpoints

• The dealer website is the first point of contact for many customers seeking information about KIA vehicles.
• The showroom is a physical location where customers can view and test drive vehicles.
• Phone calls, emails, and social media are used for direct communication and promotional offers.
• Test drives provide a practical experience of the vehicle's performance.
• Service appointments are scheduled for maintenance and repair services.
• Marketing events are public events to showcase new models and engage with potential customers.

Frontstage Activities

• Greeting and consultation involve understanding customer needs.
• Test drives are arranged and conducted to give customers a feel of the vehicle.
• Price negotiations involve discussions around pricing, discounts, and offers.
• Financing options are provided and processed.
• Vehicle delivery includes a detailed walkthrough of features.
• Service booking involves scheduling maintenance and service appointments.
• Maintenance involves actual service and maintenance work performed on vehicles.

Backstage Activities

• Inventory management involves keeping track of vehicle stock, parts, and accessories.
• Vehicle preparation ensures vehicles are cleaned, fueled, and ready for display or delivery.
• Staff training involves continuous training programs for sales and service staff.
• Marketing campaign execution involves planning and executing marketing strategies.
• Data analysis involves monitoring sales data, customer feedback, and market trends.
• Order processing involves handling the administrative aspects of vehicle sales and orders.

Support Processes

• CRM systems track interactions and manage customer information.
• ERP systems manage core business processes.
• IT support involves technical support to maintain and troubleshoot digital tools and systems.
• Training programs involve structured programs for staff development and skill enhancement.
• Supply chain management involves efficient management of the supply chain.
• Customer feedback loops involve collecting, analyzing, and acting on customer feedback.

Physical Evidence

• Dealership signage enhances brand visibility.
• Business cards are personalized for sales and service staff.
• Brochures detail vehicle models and services.
• Vehicle presentation involves ensuring vehicles are clean and well-presented.
• Service documentation involves detailed records of services performed and maintenance schedules.
• Customer gifts involve small tokens of appreciation like branded merchandise.

This quiz covers the customer journey and touchpoints in a KIA dealership, from initial contact to post-sale. It includes stages and interaction points such as the dealer website and showroom.