March-April 2013!

RETAIL DESIGN!TYRE KEY ACCOUNT STORES !

based on customer behaviour!April 2013!

March-April 2013!

visit  the  tyre  key  account  stores  

discuss  need  with  tyre  key  account  stores    

-­‐  agree  on  tyres,  price,  time  for  replacement  maybe  warranty  

watch    replacement  

make  the  payment  and  

leave  

identify    need  for  

replacement  

Existing  Customer  Journey  

March-April 2013!

visit  the  tyre  key  account  stores  

discuss  need  with  tyre  key  account  stores    

-­‐  agree  on  tyres,  price,  time  for  replacement  maybe  warranty  

watch    replacement  

make  the  payment  and  

leave  

identify    need  for  

replacement  

consultation  desk  

service  area  

façade and store entry

Let’s get this done with

I will go with your decision

once this is done I am good for a few years

Existing  Customer  Journey  

March-April 2013!

we  must  inspire  customers  to  come  into  the  store  to  define usage and benefit requirements

March-April 2013!

desired customer behaviour

I know a bit about tyres since I picked a good set based on my

usage

existing customer behaviour

an expert helps me pick amongst available options

March-April 2013!

designs basis the complete purchase process  

March-April 2013!

generate interest in engagement

March-April 2013!

realize need for defining usage and benefit

March-April 2013!

3 step minutes, 3 minute simple guide,

to 3 years of safe motoring  

March-April 2013!

Michelin 3 step guide

March-April 2013!

educate about tyres and the need to monitor tyre health

March-April 2013!

INSIGHTS & STRATEGY partner www.thebuystories.com