Customer Journey

The Customer journey is an entire experience that a Customer has while interacting with a brand.

For the purpose of Aftersales, Maserati considers the complete interaction roadmap from any initial Customer need, its fulfillment and beyond, to manage the Customer journey, with a focus on the Customer care approach.

The processes are focused on those activities which directly involve the Customer and his/her journey

The Aftersales Customer Journery steps

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1/5

Booking

From Customer service request to appointment planning.

Guarantee Customer access and manage inbound and outbound contact

2/5

Reception

Vehicle enters the workshop and Customer confirms needs

Perform a customized Customer reception transferring sense of knowledge and transparency

3/5

Execution

The intervention requested is carried out or a reported problem is solved

Guarantee that the job is performed in the best way, according to Maserati Standards

4/5

Delivery

Customer receives explanations related to the interventions

Complete the physical Aftersales journey with a correct vehicle delivery, in respect of all the agreed service

5/5

Customer follow-up

Collection of the Customer’s feedback to verify satisfaction

Get in contact with the Customer to continuously improve the Aftersales activity and Customer process

Customer Journey – Sales White Book

In the newly released Sales White Book, you'll find an in-depth exploration of the Customer Journey within the luxury environment. Key sections, such as "Purpose, Expectations, and Behaviors," outline essential practices for the customer reception phase. This operational guideline delves into the dynamics of the customer journey, offering valuable insights and strategies to enhance the luxury experience.

Modics+ White Book Sales