{"id":382516,"date":"2022-06-24T15:16:29","date_gmt":"2022-06-24T22:16:29","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=382516"},"modified":"2025-05-27T05:03:04","modified_gmt":"2025-05-27T12:03:04","slug":"car-buyer-journey","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/car-buyer-journey\/","title":{"rendered":"Car Buyer Journey: Definition, Stages &#038; Examples"},"content":{"rendered":"\n<p><span style=\"font-weight: 400;\">Did you know that the current car buyer journey can have up to 900 interactions with the consumer on digital channels? Major changes in technology and easy access to information have transformed the way customers buy cars.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">For many years, the notion of the purchase journey was similar to a funnel with different stages. In the case of the car-buying journey, this implied the existence of a static consideration stage, where progress by stage is inevitable, where the customer has an active role that culminates in the decision for a single option that meets their needs.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">In this article we will review what exactly is the car buyer journey, the three main phases that condition the development of the car buying trip, and some examples of the customer journey focused on a car purchase.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Don\u2019t forget to <\/span><b>download the free template: <a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-mapping\/\" target=\"_blank\" rel=\"noopener\">Customer Journey Map<\/a>, <\/b><span style=\"font-weight: 400;\">available toward the end of this guide!<\/span><\/p>\n\n\n\n\n\n<h2 class=\"wp-block-heading\" id=\"what_is_the_car_buyer_journey?\">What is the Car Buyer Journey?<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">The Car Buyer Journey is the process a consumer goes through that involves the purchase of a car from a customer experience standpoint.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">In other words, an Automotive brand looks very closely at the <a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-map\/\" target=\"_blank\" rel=\"noopener\">customer journey<\/a> to identify and analyze how the interactions with their brand in each of their touchpoints condition the experience of a consumer.&nbsp;&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">The ultimate goal of having a car buyer journey in place is to identify what are the most important <a href=\"https:\/\/www.questionpro.com\/blog\/customer-touchpoints\/\" target=\"_blank\" rel=\"noopener\">touchpoints<\/a> in their journey and how they can be improved to increase sales and customer loyalty.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Keep in mind that the CBJ should not be defined as a linear sequence of actions, but rather as a set of dynamic stages that condition the way a customer finally acquires a car and the post-sales <a href=\"https:\/\/www.questionpro.com\/cx\/why\/5-pillars.html\" target=\"_blank\" rel=\"noopener\">customer experience.<\/a><\/span><\/p>\n\n\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Create memorable experiences based on real-time data, insights and advanced analysis.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Request Demo<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" aria-label=\"Close\">\n\t\t\t\t\t\t\t<i class=\"material-icons\">close<\/i>\n\t\t\t\t\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"contact-us-form-wrapper contact-box\">\n\t\t\t\t\t\t<div class=\"userlite-form-wrapper\">\n\t\t\t\t\t\t\t<iframe src=\"https:\/\/www.questionpro.com\/userlite-form-blog-en.html?product=CX&amp;referralurl=https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/382516&amp;lang=en&amp;cat=cx-2\" style=\"display: block;\" ><\/iframe>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"demo-form-wrapper success-message-div\" style=\"display:none\">\n\t\t\t\t\t\t\t<p class=\"success-message-para\"><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"3_stages_that_condition_the_car_buyer_journey\">3 stages that condition the Car Buyer Journey<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">While a Car Buyer Journey can be as diverse as the number of cars on the market, we have identified three major phases that determine the course the customer can take and directly affect their perception of the brand: Key actions that trigger the CBJ, the research and consideration of car alternatives, and the visit to the dealership.<\/span><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img loading=\"lazy\" decoding=\"async\" width=\"992\" height=\"452\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/06\/stages-in-car-buying-journey.jpg\" alt=\"Stages in car buying journey\" class=\"wp-image-442518\"\/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\" id=\"key_actions_that_trigger_the_car_buyer_journey\"><strong>Key actions that trigger the Car Buyer Journey<\/strong><\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">The reasons why a customer embarks on a car-buying journey determine the length and urgency of the journey and have implications for how the customer begins their research and inquiry process.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Some main reasons or triggers for the Car Buyer Journey are:<\/span><\/p>\n\n\n\n<ul>\n<li><span style=\"font-weight: 400;\">Lifestyle change: A new family member, moving to a new place, job promotion.<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Car service: Getting to 100,000 KM, end of warranty.&nbsp;<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Car breaks for good: Their car stops working or an accident makes the consumer need to purchase a new one.<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Routine Renovation: Vehicle change every 2 or 3 years.<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Just because: No specific need, just a pure wish to acquire a new car.<\/span><\/li>\n<\/ul>\n\n\n\n<p>Do you want a head start on building your customer journey? Here you will find a completely free template:<\/p>\n\n\n\n<p class=\"has-text-align-center\"><span style=\"font-weight: 400;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-canvas\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Customer Journey Canvas<\/strong><\/a><\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Another thing to keep in mind is what type of customer the automotive brand is trying to sell to: an experienced or pioneer car buyer customer.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Both types of clients share the goal of finding the right car, the difference between them lies in the purchasing style:<\/span><\/p>\n\n\n\n<p><b>Experienced customers:<\/b><span style=\"font-weight: 400;\"> They are usually regular car buyers and\/or may have a special taste for them, which makes them be at the forefront of what the market can offer them. This type of client has a clear idea of what they want.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Because of it, they have a pre-selection of cars that fit their needs and have enough knowledge to trust themselves during the process.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">This type of client requires a limited investigation of the models of their interest, due to their previous experience with this type of purchase.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">In order for brands to reach (and retain) this type of customer, they must take engagement and customer delight actions that ensure that this type of customer will not migrate to a competing brand.<\/span><\/p>\n\n\n\n<p><b>Pioneer clients:<\/b><span style=\"font-weight: 400;\"> This type of client relies heavily on their research throughout the entire journey. They need help to learn and discover all the aspects contained in the purchase of a car. This is the type of customer that presents the best opportunity to be attracted to a specific brand or model.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">While this type of customer may have a list of items required for their next car, they are less likely to have a specific car in mind or have previous experience with any other vehicle. While this type of customer may be a first-time or infrequent buyer, seasoned customers can become early adopters due to a change in style or stage in their life.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">The ability of companies to understand the differences between both types of customers and their reasons for starting their purchase journey is the key to being able to manage the specific journey of each one.<\/span><\/p>\n\n\n\n<blockquote class=\"wp-block-quote\">\n<p>If you are on you&#8217;re way to start building your car buyer journey, you might find it useful to review <a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-mapping-tools\/\" target=\"_blank\" rel=\"noopener\">the 10 best customer journey mapping tools<\/a>.<\/p>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"the_research_and_consideration_of_alternatives\">The research and consideration of alternatives<\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">When purchasing a car, buyers begin their initial search process with a sense of optimism, as they are wrapped up in the excitement of finding the perfect car for them.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Customers start reviewing different sources to build a list of options that fit their requirements. Initially, they start looking at the cars around them, then proceed to do an internet scan and chat with their circle of friends to get their thoughts on the vehicles they are starting to consider. Some consumers even rent the car of their interest to test it before making any final decisions.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Based on the learning acquired from these sources, the customer builds their criteria and decides whether to continue on the CBJ of that automotive brand or go back to square one and run another car research.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Research processes are not limited to just the initial phase of the CBJ, as customers can remove or add options at any time. So it&#8217;s no surprise that customers add an option at checkout. This situation usually occurs at the dealership, when emotions are running high and you are faced with a good offer from the sales executive.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">It must be taken into account that even if the client does not opt \u200b\u200bfor one of the cars on their initial list, their consideration process does not lose its validity since it constitutes learning that the person can use in future car purchasing decisions.<\/span><\/p>\n\n\n\n<blockquote class=\"wp-block-quote\">\n<p><span style=\"font-weight: 400;\">If you like reading about the car buyer journey, you might find it interesting to learn about <a href=\"https:\/\/www.questionpro.com\/blog\/user-journey-map\/\" target=\"_blank\" rel=\"noopener\">User Journey Map<\/a>.<\/span><\/p>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\">&nbsp;<\/h3>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"the_visit_to_the_dealership\">The visit to the dealership<\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">When customers feel confident and have exhausted their search options, they feel ready to take the next step and visit a dealer.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">While customer research is critically important, the dealer visit remains a key part of the car-buying journey; the experience that customers have in that interaction plays a vital role in their decision.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">According to a study, on average, a customer visits two dealerships. Opting to visit a specific showroom can be a key predictor that the customer has serious purchase intent. However, there are informative visits whose purpose is to provide the client with more tools to make an informed decision.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Early customers tend to avoid dealer visits due to mistrust of their knowledge and\/or fear of being misled by sales executives. And while a purchase can happen spontaneously during an informational visit, customers generally tend to walk into the dealership only when they trust your judgment and consider walking away with a new car on that visit. <a href=\"https:\/\/www.questionpro.com\/blog\/dealership-marketing\/\" target=\"_blank\" rel=\"noopener\">Dealership Marketing<\/a> also plays an important role to engage with more customers and increase sales.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Once customers have the confidence to visit a dealership, their next steps become even more critical. Customers will look to dealer ratings and reviews to find information about the quality of service and staff attention. Customers want to feel comfortable about entering into a negotiation with a specific dealer, and they need to be assured that their interests will be taken care of even after the sale.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">The most crucial emotion during the car-buying journey is confidence. This is the key to a negotiation concluding in an actual purchase. Customers should be assured that they are choosing the right car and that their dealer is trustworthy enough not to cause discomfort during the process and avoid any friction.<\/span><\/p>\n\n\n\n<p>At QuestionPro we have developed a whole system designed specifically for this type of need. If you are interested in learning more about our platform to measure customer satisfaction and evaluate each touchpoint in your customer journey, we invite you to review our page to clarify all your questions.<\/p>\n\n\n\n<p class=\"has-text-align-center\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/www.questionpro.com\/autox\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>QuestionPro AutoX<\/strong><\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"example_of_a_car_buyer_journey\">Example of a Car Buyer Journey<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">People dedicated to the automotive sector know that the average time from when a person starts looking for a new car to buying it is one month. In this period, a series of micro-moments occur, such as when the buyer wonders which car will be the safest. Or which one are we going to enter the whole family better? Or which one has the lowest monthly payment?&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">These moments begin in most cases with an internet search and we can differentiate them using the stages of the Buyer Journey; that is, Awareness, Consideration, and Decision.&nbsp;<\/span><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"793\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/06\/car-customer-buyer-journey-example3-1.jpg\" alt=\"car customer buyer journey example\" class=\"wp-image-479649\"\/><\/figure><\/div>\n\n\n<p><span style=\"font-weight: 400;\">Now, do you know exactly what happens in that month? What kind of micro-moments make a buyer decide on one car or another? Let\u2019s look at the following example.&nbsp;<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"sarah's_car_buyer_journey\">Sarah&#8217;s Car Buyer Journey<\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">&nbsp;<\/span><span style=\"font-weight: 400;\">Sarah has taken three months to make the decision. During that time, she has made 900 digital interactions where she has premeditatedly searched for information about car leasing and buying one. 71% of digital interactions are with mobile devices.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Interactions range from searches, visits, videos, click on Google, on YouTube, and visits to car brands, dealerships, and car test sites.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">These are the micro-moments she has lived:&nbsp;<\/span><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">1. Which car is the best?<\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">&nbsp;<\/span><span style=\"font-weight: 400;\">Six out of ten buyers start their journey not knowing which car to buy. In this case, Sarah began her search by focusing on family and safe cars, which led her to consider a few makes and models. She also considered the option to bet on <a href=\"https:\/\/www.questionpro.com\/blog\/emobility\/\" target=\"_blank\" rel=\"noopener\">emobility<\/a> and purchase an electric car, but when she researched the prices decided to remove that option from her list.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Sarah\u2019s internet searches: \u201cbest minivan\u201d \u201cbest car for families with car seats and dog\u201d<\/span><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">2. Is it the right one for me?<\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">&nbsp;<\/span><span style=\"font-weight: 400;\">When the buyer begins to value and weigh more practical considerations (such as the size of the trunk, the airbags, and the seats&#8230;), he begins to determine a checklist of what he must have. In Sarah\u2019s case, we see that she has room for three strollers.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Sarah\u2019s internet searches: \u201chow many seats in brand B model\u201d \u201ccompare brand B models\u201d \u201cBrand B pictures\u201d&nbsp;<\/span><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">3. Can I afford it?<\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">&nbsp;<\/span><span style=\"font-weight: 400;\">As the buyer goes through the different stages of the Buyer&#8217;s Journey, she begins to consider the price of the car. Sarah, for example, begins to explore how to pay for it, including maximum points in her budget such as less than $30,000, comparing the pros and cons of leasing vs. buying a car, and how much they will give her for her current car to lower the total price.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Sarah\u2019s internet searches: \u201cbrand A price\u201d \u201cbest car lease deals,\u201d \u201cget out of Current Brand lease early\u201d.&nbsp;<\/span><\/p>\n\n\n\n<blockquote class=\"wp-block-quote\">\n<p><span style=\"font-weight: 400;\">If you like reading about the car buyer journey, you might find it interesting to learn about what a<a href=\"https:\/\/www.questionpro.com\/blog\/car-rental-survey\/\" target=\"_blank\" rel=\"noopener\"> car rental survey<\/a> is.<\/span><\/p>\n<\/blockquote>\n\n\n\n<h4 class=\"wp-block-heading\">&nbsp;<\/h4>\n\n\n\n<h4 class=\"wp-block-heading\">4. Where should I buy it?<\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">Although the process of buying cars has gone online, the stage where we have to visit the dealership is still vital for the buyer. In fact, the most used keyword is &#8220;car dealer near where I am&#8221;, it has increased compared to last year. But what&#8217;s even more interesting is that Sarah gets to explore in detail the availability or special offers.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Sarah\u2019s internet searches: \u201ccar buying\u201d \u201cbest car dealerships near ann arbor\u201d&nbsp;<\/span><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">5. I&#8217;m gonna get the deal<\/h4>\n\n\n\n<p><span style=\"font-weight: 400;\">&nbsp;<\/span><span style=\"font-weight: 400;\">Although many of you think that this moment is taken and happens at the dealership, Sarah has spent time looking for offers both offline and online. He has searched all leases, as well as has been informed and documented in depth. You have surely crossed or made a dynamic table to compare the prices you would pay for each make and model, comparing the purchase and leasing of the main suppliers.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Sarah\u2019s internet search: \u201cwhat\u2019s a good lease money factor\u201d and \u201cwhat do you pay for Brand D make\/model lease\u201d<\/span><\/p>\n\n\n\n<blockquote class=\"wp-block-quote\">\n<p><span style=\"font-weight: 400;\">If you like reading about the car buyer journey, you might find it interesting learning about <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-vs-customer-experience\/\"><span style=\"font-weight: 400;\">Customer Journey vs Customer Experience<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<\/blockquote>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"free_customer_journey_map_template\"><b>Free Customer Journey Map Template<\/b><\/h4>\n\n\n\n<p>At QuestionPro, we know that all this information can be overwhelming, and starting to create your Customer Journey without help can be intimidating.<\/p>\n\n\n\n<p>That is why we have created a Customer Journey Map Template that we hope can help you start sketching the stages, UX and overall satisfaction of your customers with your brand.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img loading=\"lazy\" decoding=\"async\" width=\"992\" height=\"594\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2022\/09\/customer-journey-map-free-template.jpg\" alt=\"\" class=\"wp-image-439581\"\/><\/figure><\/div>\n\n\n<p class=\"has-text-align-center\"><span style=\"font-weight: 400;\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-map\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>DOWNLOAD CUSTOMER JOURNEY MAP TEMPLATE<\/strong><\/a><\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">&nbsp;<\/h3>\n\n\n\n<h3 class=\"wp-block-heading\">Sarah\u2019s Car Buyer Journey Conclusion<\/h3>\n\n\n\n<p><span style=\"font-weight: 400;\">In the end, in the case that we have seen of Sarah, the car that she was looking for is an SUV that will fit into her search criteria, which in her words was &#8220;My most important criteria is the number of seats and the cargo space that it has so that Let&#8217;s get the whole family in with all our stuff.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">While Sarah is just one person, she is one of many shoppers who are looking for answers to their questions and micro-moments. Each of its 139 Google searches and hundreds of interactions represents a series of opportunities for any customer experience professional.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">As a possible starting point for your brand, we recommend that you start thinking about how you are meeting potential customers on their Buyer&#8217;s Journey.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Ask yourself if your brand is present, today, with the purchase process practically in its entirety in the online world, and if it also arrives through mobile devices. You must be where and when people are looking. Also, ask yourself if your CX plan is looking at answering the questions of people like Sarah.<\/span><\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>LEARN ABOUT: <\/strong><a href=\"https:\/\/www.questionpro.com\/blog\/consumer-decision-journey\/\">Consumer Decision Journey<\/a><\/p>\n\n\n\n<div class=\"wp-block-genesis-blocks-gb-columns gb-slate-section-accordion-and-text gb-slate-section-text-accordion gb-layout-columns-2 gb-2-col-equal gb-has-custom-background-color gb-has-custom-text-color gb-columns-center alignfull\" style=\"padding-top:3em;padding-right:1em;padding-bottom:3em;padding-left:1em;background-color:#ffffff;color:#1f1f1f\"><div class=\"gb-layout-column-wrap gb-block-layout-column-gap-2 gb-is-responsive-column\" style=\"max-width:1200px\">\n<div class=\"wp-block-genesis-blocks-gb-column gb-block-layout-column\"><div class=\"gb-block-layout-column-inner\">\n<h2 class=\"wp-block-heading has-text-color\" style=\"color:#082c64\">More Examples of Car Buyer Journeys<\/h2>\n\n\n\n<p class=\"has-text-color\" style=\"color:#1f1f1f\">Looking for some inspiration to create your own Customer Journey? Well, look no further! We&#8217;ve got a bunch of awesome examples featuring industry-leading brands.<\/p>\n\n\n\n<p class=\"has-text-color\" style=\"color:#1f1f1f\">Take a peek and learn from their incredible initiatives that keep their customers happy and coming back for more. Get ready to rock your own Customer Journey!<\/p>\n\n\n\n<p class=\"has-text-color\" style=\"color:#1f1f1f\"><\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-genesis-blocks-gb-column gb-block-layout-column\"><div class=\"gb-block-layout-column-inner\">\n<div class=\"wp-block-genesis-blocks-gb-accordion gb-slate-accordion gpb-rounded-md gb-block-accordion gb-font-size-20\"><details><summary class=\"gb-accordion-title\">Toyota Customer Journey<\/summary><div class=\"gb-accordion-text\">\n<p class=\"has-text-color\" style=\"color:#1f1f1f\">Toyota is a leading company focusing on aspects such as customer experience and employee experience. Undoubtedly, there is much to learn from them.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-outline\"><a class=\"wp-block-button__link has-text-color has-background wp-element-button\" href=\"https:\/\/www.questionpro.com\/blog\/toyota-customer-journey\/\" style=\"border-radius:4px;color:#353535;background-color:#ffffff\"><strong>Learn More<\/strong><\/a><\/div>\n<\/div>\n<\/div><\/details><\/div>\n\n\n\n<div class=\"wp-block-genesis-blocks-gb-accordion gb-slate-accordion gpb-rounded-md gb-block-accordion gb-font-size-20\"><details><summary class=\"gb-accordion-title\">Tesla Customer Journey<\/summary><div class=\"gb-accordion-text\">\n<p class=\"has-text-color\" style=\"color:#1f1f1f\">Tesla is a company that embodies innovation in every aspect, and customer experience is undoubtedly a key focus of its strategy. This approach has yielded significant benefits, as reflected in the loyalty customers have towards the brand.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-outline\"><a class=\"wp-block-button__link has-text-color has-background wp-element-button\" href=\"https:\/\/www.questionpro.com\/blog\/tesla-customer-journey\/\" style=\"border-radius:4px;color:#353535;background-color:#ffffff\"><strong>Learn More<\/strong><\/a><\/div>\n<\/div>\n<\/div><\/details><\/div>\n\n\n\n<div class=\"wp-block-genesis-blocks-gb-accordion gb-slate-accordion gpb-rounded-md gb-block-accordion gb-font-size-20\"><details><summary class=\"gb-accordion-title\">BMW Customer Journey<\/summary><div class=\"gb-accordion-text\">\n<p class=\"has-text-color\" style=\"color:#1f1f1f\">In recent years, the way we buy and sell cars has undergone a dramatic transformation, forever changing the landscape of the automotive industry. The BMW Customer Journey is a clear example of that.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-outline\"><a class=\"wp-block-button__link has-text-color has-background wp-element-button\" href=\"https:\/\/www.questionpro.com\/blog\/bmw-customer-journey\/\" style=\"border-radius:4px;color:#353535;background-color:#ffffff\"><strong>Learn More<\/strong><\/a><\/div>\n<\/div>\n<\/div><\/details><\/div>\n\n\n\n<div class=\"wp-block-genesis-blocks-gb-accordion gb-slate-accordion gpb-rounded-md gb-block-accordion gb-font-size-20\"><details><summary class=\"gb-accordion-title\">Volkswagen Customer Journey<\/summary><div class=\"gb-accordion-text\">\n<p>We will analyze Volkswagen&#8217;s Customer Journey and explore how they delight their users by providing a dedicated experience supported by a robust strategy.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-outline\"><a class=\"wp-block-button__link has-text-color wp-element-button\" href=\"https:\/\/www.questionpro.com\/blog\/volkswagen-customer-journey\/\" style=\"border-radius:4px;color:#353535\"><strong>Learn More<\/strong><\/a><\/div>\n<\/div>\n<\/div><\/details><\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"conclusion\">Conclusion<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">While the car buying journey has changed, customer experience professionals can still identify the behaviors and stages that turn a purchase intent into a decision.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">It must be taken into account that in this type of <a href=\"https:\/\/www.questionpro.com\/cx\/why\/journey-mapping.html\" target=\"_blank\" rel=\"noopener\">customer journey map<\/a> there is an emotional component that should not be ignored.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">When customers\u2019 emotions are involved in a car purchase, and also support their decision in an exhaustive investigation, it triggers a CBJ that finally leads to the resolution of their purpose.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How QuestionPro AutoX can improve the Car Buyer Journey<\/h2>\n\n\n\n<p>With QuestionPro Autox you will be able to collect all the necessary data of your car buyer journey&#8217;s key touchpoints to evaluate the strong and weak points of your business, you will also be able to visualize them in an engaging way and take action on it.<\/p>\n\n\n\n<p>We invite you to schedule a meeting with one of our experts and start offering experiences that impact the perception of your potential clients.<\/p>\n\n\n\n<p class=\"has-text-align-center\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/www.questionpro.com\/autox\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>LEARN MORE<\/strong><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Did you know that the current car buyer journey can have up to 900 interactions with the consumer on digital [&hellip;]<\/p>\n","protected":false},"author":41,"featured_media":390449,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[170],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Car Buyer Journey: Definition, Stages &amp; 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