The phase between order and delivery receives little attention in classic customer journeys and thus opens up completely new business areas for the entire value chain of the automotive industry.

The customer journey for an electric vehicle differs significantly from classic customer journeys. The customer’s questions and needs are based on the uncertainty prior to the initial purchase of an electric vehicle. Conventional models are only suitable to a limited extent and manufacturers as well as other participants in the value chain in the automotive sector – especially after the vehicle purchase – must react to these changed conditions. In particular, the phase of preparation and anticipation of the new vehicle, located between ordering and delivery, receives little attention in classic customer journey models. Only those who meet customers’ needs with innovative solutions can exploit new market potential.