Harley-Davidson Investor Discussion
PILLAR 5: INTEGRATED CUSTOMER EXPERIENCE
EVOLVING THE CUSTOMER EXPERIENCE
Customer Experience Integrated through Digital and Physical
Test Ride
Financing
Offers
Request a Quote
Reserve
PURCHASE OPTIONS
->
Online research
Search or
configure
Find online or in
store
Online customization
& complete in store
Transaction
facilitation
Physical connection
fit & test
Pre-order or
quote & book
Right selection in
store or easily
available
Dav
In-store purchase &
pick up
Flexible delivery and
returns
Service excellence
On-going customer
relationship
Experiences
Enabled by
Online Inventory search
Bike builder
Pre-selling
Transaction simplification
Allocation management
Order tracking
-
Post purchase engagement
-
Single view of customer
Modern dealer network
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