The Customer Needs Blueprint gives us a common understanding of customer stages and needs, most impactful pain points and opportunities where we need to focus on delivering Beyond Expectations. The Measurement Framework shows how KPIs map to the customer journey stages, allowing us to align business goals with customer needs and focus our activity on improving the customer experience KPIs.
Private Customer Needs Blueprint
This blueprint includes the needs, pain points and measurement framework, allowing us to focus on improving Toyota's private customer experience and KPIs.
Detailed Private Customer Needs Blueprints
Building on the Customer Needs Blueprint to give a detailed view of customer needs and pain points, and to show initiatives and activity at a specific stage of the customer journey.
-
VLV Maintenance Blueprint
(Maintenance Stage) -
VLV Repair Blueprint
(Repair Stage) -
VLV Collision Blueprint
(Collision Stage)
Business Customer Needs Blueprint
This blueprint gives us an understanding of customer stages, needs and pain points for Toyota Business customers, including SMEs, Fleet Managers and User Choosers.
