Customer experience always plays a crucial role in any successful company, and the automotive industry is no exception. In fact, it’s one of the industries where customer satisfaction holds the utmost significance. In this blog post, we will delve into the Nissan customer journey, exploring its dynamic approaches and innovative ideas. Whether you’re looking to enhance how you delight your customers, you’re bound to find a couple of strategies worth implementing.
Nissan stands as an absolute benchmark in its field, with over 90 years of history and iconic products such as the Nissan Pathfinder and Altima. These offerings exemplify the intelligent decision to place consumers at the core of their strategies.
Customer Journey Example
To analyze and learn from the Nissan customer journey’s key actions concerning its customers, we have created an illustrative customer journey based on the brand’s standout strategies. This visual representation allows us to examine some of the most notable touchpoints and how Nissan excels, offering innovative options to prospects and users.
Stage 01: AWARENESS
| Touchpoint | Customer Activity | Pain Point | Solution |
| Television Commercials | Watching Nissan commercials on TV | Ad fatigue and channel surfing | Create engaging and memorable commercials |
| Online Display Ads | Viewing Nissan ads on websites and apps | Ad blockers and banner blindness | Target specific audience segments and optimize ad placements |
| Social Media Content | Coming across Nissan posts on social media | Oversaturation of sponsored content | Provide authentic and valuable content |
| Print Advertisements | Seeing Nissan ads in magazines and newspapers | Decline in print media readership | Focus on targeted publications and digital advertising |
| Motor Shows | Attending motor shows featuring Nissan cars | Limited access to certain events or locations | Increase participation in motor shows and showcase new models |
| UEFA Champions League Sponsorship | Engaging with Nissan through the sponsorship | Lack of awareness about the sponsorship impact | Communicate the partnership benefits and engage football fans |
| Concept Cars | Exploring Nissan concept car releases | Limited availability of concept cars | Provide virtual experiences and showcase concept car features |
Stage 02: CONSIDERATION
| Touchpoint | Customer Activity | Pain Point | Solution |
| Customer Reviews | Reading and comparing customer reviews | Doubt over authenticity and relevancy of reviews | Implement verified customer reviews and ratings system |
| Test Drive | Scheduling and taking a Nissan test drive | Limited availability or difficulty scheduling | Streamline test drive booking process and expand availability |
| Comparison and Rankings | Comparing Nissan models with competitors | Conflicting information and biases in rankings | Provide objective and unbiased comparisons and rankings |
| Nissan Quality Forum | Participating in Nissan Quality Forum events | Limited awareness and access to Quality Forum events | Promote the Nissan Quality Forum and provide inclusive events |
Stage 03: CONVERSION
| Touchpoint | Customer Activity | Pain Point | Solution |
| Financing and Lease Options | Exploring financing and lease plans for Nissan | Lack of transparency in pricing and terms | Simplify financing options and provide clear terms |
| Trade-ins and Upgrades | Considering trade-in and vehicle upgrade options | Inadequate trade-in values or limited upgrade options | Offer competitive trade-in values and a wide range of upgrades |
| Testimonials and Case Studies | Reviewing success stories and customer testimonials | Lack of relatable stories and industry-specific cases | Share diverse and relatable customer success stories |
Stage 04: LOYALTY
| Touchpoint | Customer Activity | Pain Point | Solution |
| Nissan Owner Community | Engaging with the Nissan owner community | Limited exclusive benefits or rewards | Provide exclusive perks and rewards for loyal customers |
| Service and Maintenance | Visiting Nissan service centers | Inconvenient scheduling and long service wait times | Streamline service scheduling and reduce wait times |
| Personalized Communication | Receiving personalized offers and updates | Irrelevant or excessive communication | Tailor communication based on customer preferences |
| Customer Centric Training | Participating in customer-centric training programs | Lack of knowledge about Nissan’s customer focus | Offer comprehensive training programs for customer-centric approach |
| Nissan Quality Forum | Engaging with the Nissan Quality Forum | Limited engagement and participation | Foster active participation and collaboration in the forum |
Stage 05: ADVOCACY
| Touchpoint | Customer Activity | Pain Point | Solution |
| Social Media Sharing | Sharing Nissan experiences on social media | Concerns about privacy and negative feedback | Provide social media guidelines and monitor brand mentions |
| Customer Testimonials | Sharing positive experiences and testimonials | Reluctance to publicly share experiences | Encourage customers to share testimonials and reviews |
| Referral Program | Referring friends and family to consider Nissan | Lack of awareness about referral program | Promote the referral program and offer incentives |
| Customer Surveys | Providing feedback and participating in surveys | Lack of follow-up or action based on feedback | Actively respond to customer feedback and make improvements |
Noteworthy Customer Experience Initiatives by Nissan
The Nissan customer journey relies on several remarkable initiatives to capture the attention of prospects and delight its customers. Here are some of their standout activities:
Concept Cars
Concept cars are often overlooked in the awareness stage, yet their impact is undeniable. These vehicles are born from the imaginative realm and brought to life, enabling brands like Nissan to explore futuristic ideas and anticipate design and functionality trends.
Concept cars capture people’s imagination and attract media attention with their visually striking appearance and out-of-this-world features. They become an additional means for Nissan to showcase its brand and gain visibility.
Sponsorship:
The visibility that sports, such as football, provide to brands is undeniable, and Nissan Customer Journey’s team understands this well. That’s why they decided to become the global sponsor of the UEFA Champions League, one of the most popular and widely watched football tournaments loved by fans worldwide.
Behind such initiatives, Nissan accompanies them with related activities, like launching limited editions and collections of their popular model, the Nissan Kicks.
Online Forums
Another notable success of the Nissan customer journey is its ability to adapt to change and recognize the emergence of new technologies, such as the internet, as important allies in establishing a closer connection with its users. That’s why they have built various online forums where users can interact, share opinions, and address their queries in an organic and effective manner. This exemplifies Nissan’s commitment to customer service, leveraging the help of their existing user base.
Creating and Enhancing Your Own Customer Journey
As you may have learned, a robust customer experience strategy can be a game-changer when it comes to the satisfaction levels of your customers. A key aspect of this success lies in having a clear and well-defined customer journey.
At QuestionPro, we provide the necessary tools to achieve this highly efficiently. With our SuiteCX platform, you can design your personalized customer journey using our extensive templates gallery. In addition to visually appealing graphics, icons, and designs, you can create user personas tailored to your specific needs and incorporate data from previous satisfaction studies to understand your company’s dynamics better, identifying areas for improvement and opportunities.
Looking to enhance or create your customer journey? Speak with an advisor right away and start standing out from your competition with our comprehensive tools and features. Begin today!
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