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Home CX

Nissan Customer Journey: Turning Car Enthusiasts into Owners

The Nissan Customer Journey relies on several remarkable initiatives to capture the attention of prospects and delight its customers.

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

TouchpointCustomer ActivityPain PointSolution
Television CommercialsWatching Nissan commercials on TVAd fatigue and channel surfingCreate engaging and memorable commercials
Online Display AdsViewing Nissan ads on websites and appsAd blockers and banner blindnessTarget specific audience segments and optimize ad placements
Social Media ContentComing across Nissan posts on social mediaOversaturation of sponsored contentProvide authentic and valuable content
Print AdvertisementsSeeing Nissan ads in magazines and newspapersDecline in print media readershipFocus on targeted publications and digital advertising
Motor ShowsAttending motor shows featuring Nissan carsLimited access to certain events or locationsIncrease participation in motor shows and showcase new models
UEFA Champions League SponsorshipEngaging with Nissan through the sponsorshipLack of awareness about the sponsorship impactCommunicate the partnership benefits and engage football fans
Concept CarsExploring Nissan concept car releasesLimited availability of concept carsProvide virtual experiences and showcase concept car features

Stage 02: CONSIDERATION

TouchpointCustomer ActivityPain PointSolution
Customer ReviewsReading and comparing customer reviewsDoubt over authenticity and relevancy of reviewsImplement verified customer reviews and ratings system
Test DriveScheduling and taking a Nissan test driveLimited availability or difficulty schedulingStreamline test drive booking process and expand availability
Comparison and RankingsComparing Nissan models with competitorsConflicting information and biases in rankingsProvide objective and unbiased comparisons and rankings
Nissan Quality ForumParticipating in Nissan Quality Forum eventsLimited awareness and access to Quality Forum eventsPromote the Nissan Quality Forum and provide inclusive events

Stage 03: CONVERSION

TouchpointCustomer ActivityPain PointSolution
Financing and Lease OptionsExploring financing and lease plans for NissanLack of transparency in pricing and termsSimplify financing options and provide clear terms
Trade-ins and UpgradesConsidering trade-in and vehicle upgrade optionsInadequate trade-in values or limited upgrade optionsOffer competitive trade-in values and a wide range of upgrades
Testimonials and Case StudiesReviewing success stories and customer testimonialsLack of relatable stories and industry-specific casesShare diverse and relatable customer success stories

Stage 04: LOYALTY

TouchpointCustomer ActivityPain PointSolution
Nissan Owner CommunityEngaging with the Nissan owner communityLimited exclusive benefits or rewardsProvide exclusive perks and rewards for loyal customers
Service and MaintenanceVisiting Nissan service centersInconvenient scheduling and long service wait timesStreamline service scheduling and reduce wait times
Personalized CommunicationReceiving personalized offers and updatesIrrelevant or excessive communicationTailor communication based on customer preferences
Customer Centric TrainingParticipating in customer-centric training programsLack of knowledge about Nissan’s customer focusOffer comprehensive training programs for customer-centric approach
Nissan Quality ForumEngaging with the Nissan Quality ForumLimited engagement and participationFoster active participation and collaboration in the forum

Stage 05: ADVOCACY

TouchpointCustomer ActivityPain PointSolution
Social Media SharingSharing Nissan experiences on social mediaConcerns about privacy and negative feedbackProvide social media guidelines and monitor brand mentions
Customer TestimonialsSharing positive experiences and testimonialsReluctance to publicly share experiencesEncourage customers to share testimonials and reviews
Referral ProgramReferring friends and family to consider NissanLack of awareness about referral programPromote the referral program and offer incentives
Customer SurveysProviding feedback and participating in surveysLack of follow-up or action based on feedbackActively 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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About the author
Aldrin Velázquez
Head of SEO at QuestionPro. Content Creator, Digital Marketing and SEO Specialist focusing on Organic Business Growth.
View all posts by Aldrin Velázquez

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