Propuesta de implementación del customer journey en la empresa Toyocosta en la agencia Piazza.

Abstract

The objective of this work is to identify the contact points, emotions and challenges that a client experiences when trying to buy a vehicle or perform maintenance at the Piazza agency, because being a new agency it does not have a correct journey to serve clients. Customer touch points, also known as customer journey, encompass all forms of interaction between a company and its customers. These can be either in person, such as a physical store, or through digital means, such as a website, customer service or social networks. In short, they are the different channels through which a company connects and interacts with its customers. Optimizing these touchpoints is essential to improve the customer experience. To find out what the client is experiencing when they arrive at the agency, surveys were carried out to measure client satisfaction where detailed complaints or comments about the service received can be observed. Likewise, a focus group was held where an in-depth analysis was attempted. according to the type of clients and non-clients, who are those who quoted, but did not buy. The analysis of everything resulted in a mapping of each step the client takes from the moment they enter the agency until they leave the agency.