NAPA (about the company)
What year was NAPA founded?
What is 1925
What is the meaning of "BRAND" in business?
What is a name and/or symbol identifying a company
Identifying the pain points experience by the company's customers:
Understand The Situation
Develop A Recommendation
What is Understand the Situation
Loves their car
High level of technical knowledge
What is the Enthusiast
How does the customer become aware of the product or services?
Attraction
Conversion
What is Attraction
What does N A P A stand for?
What is National Automotive Parts Association
What is the meaning of "Customer Experience"?
All interactions a customer has with a company
Identify options to respond to these needs:
Present The Recommendation
Analyze The Options
What is Analyze The Options
Motivated by preventing issues
What is the Preventer
What steps does a customer take to purchase the product or service:
Retention
Conversion
What is Conversion
What city was NAPA started in?
What is Detroit
What are customers "Pain Points"?
A specific problem that prospective customers of your business are experiencing
Select a solution that delivers an exceptional experience:
Understand The Situation
Develop A Recommendation
What is Develop a Recommendation
Does not like their car
Shops around for best deals
What is the Saver
In what ways are customers encouraged to become repeat purchasers?
Conversion
Retention
Who is NAPA largest customer base?
Retail
Wholesale
Wholesale
What is the meaning of a "Customers Touchpoints"?
Brands point of a customer contact from the beginning of the customer interaction to the end
Prepare and share a deliverable to explain the improved customer experience:
Present The Recommendation
Analyze The Options
What is Present The Recommendation
Makes up about 53% of NAPA sales:
The Enthusiast
The Preventer
What is the Enthusiast
When does conversion happened?
During Transaction
Before Transaction
What is During the Transaction
How many distribution centers does NAPA have in the United States?
What is 52
What is the meaning of a "Customer Segment"?
A group of customers that share common characteristics
Describe the customers' needs and expectations:
Develop A Recommendation
Analyze The Options
What is Analyze The Options
Wants to be guided and inspired:
The Saver
The Preventer
What is the Preventer
When does attraction happened?
After the Transaction
Before the Transaction
What is Before the Transaction