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Conclusion and Recommendations
Race Pace Bicycles Customer Journey Map
Race Pace provides an excellent customer experience in their store
Recommendations:
Mack Bodziony, Noah Gallen, Arjun Singh, Alex Uzunoff
Customer Persona
Persona: College Upperclassmen
Ages: 20+
Occupation: Student
Step 2: Call
Step 1: Research
Step 4: Sales
Interaction
Step 3: Arrival/Greeting
Step 5: Service
Summary
Triggers
Budget
Emotions
Pain Points
Emotions
Emotions
Pain Points
other car services
Limited budget; value and price are large factors
Touch Points
Information
Touch Points
First Check
Touch Points
Business Card
Research
People: Customer, Employee
Process: Provide information about the products customers are interested in
Physicals: Bicycles, Accessories
People: Customer, Employee
Process: Check on customers, make sure they know where to find what they are looking for
Physicals: None
People: Customer, Employee
Process: Writing recommendations on business card
Physicals: Business Card
People: Customer
Process: Research on bike shop and products
Physicals: Website
Greeting
Arrival
Phone Call
Phone Number Search
People: Customer, Employee
Process: Greeting by employee, Questions about assistance
Physicals: None
People: Customer
Process: Arriving at Store
Physicals: Store front, Shopping center
People: Customer
Process: Google Search, Website interaction
Physicals: Website
People: Customer, Employee
Process: Phone Call, Conversation about availability of employees
Physicals: Phone Call