m-way Customer Journey Map

Six Distinct Paths to Sustainable Mobility - E-Bikes made easy

👨‍💻

Luca - Omnichannel Researcher

Age: 40 | Business Owner | Geneva | Cube eBike

Business Owner who uses multiple touchpoints to make informed decisions.

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Acquisition
Google search best eBikes
Reads comparison articles
Watches YouTube reviews
Deep-dives m-way.ch website
Uses eBike Recommender (captures preferences)
Joins eBike forums
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Activation
Books online consultation
Visits Geneva m-way store
Test rides 2 models
Uses Size & Fit tool
Extended weekend test ride
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Revenue
Starts online financing app
Browses online, buys in-store
Selects discounted model
Home assembly service
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Retention
Registers bike on m-way.ch
Monitors service history online
First service: store drop-off
Second service: home pickup
Orders upgrade parts online
In-store tech guidance
📢
Referral
Writes detailed blog review
3 friends use referral link

Key Touchpoints

eBike Recommender ToolMarketing Opt-inPreference Data Collectionm-way.ch Online ShopVirtual ConsultationIn-Store TestHybrid FinancingMulti-Channel Service