Service Concept and Maserati Personas

Maserati Service Concept has been designed to provide an outstanding Aftersales customer journey, focusing on a customer care approach, in order to deliver a unique and customized customer experience.

The evolution of the automotive market and the introduction of new models in the Maserati car segments did create the opportunity for more customers to interact with Maserati Brand and become part of his Family.

The Personas identification is one of the main techniques used to segment the customers and ensure an outstanding Aftersales experience, in line with:

• The Brand image and values
• The Customer needs
• The Customer expectations

The purview of Maserati is to propose a different type of service experience for each of the Personas/ Customers. This means that for each step of the process, the offered service could be different, depending on the customer type (Persona).