Riders that choose a Canyon bike are more than just customers, they’re true fans of the brand. And the feeling is mutual: Canyon is constantly tuning in to its customers’ needs.
‘As a direct-to-consumer brand, we’re very much focused on our relationship to the customer,’ says Christian Steyer, Head of Customer Solutions at Canyon. ‘We know that the customer experience doesn’t end with the bike being delivered to a customer’s doorstep – it actually just begins.’
Christian’s team focuses on a number of post-sale initiatives, from the unboxing and assembling experience to making sure riders have access to the right spare parts. After all, he says, ‘We want to be with our customers for the entire product life cycle. Insurance is a part of that.’
‘At Canyon, we want to inspire our customers to ride,’ Christian says. ‘They shouldn’t think about anything else, whether that’s theft, damage, etc. Insurance gives them more confidence when owning the product, so that type of service is a strategic pillar towards having a long-term relationship with our customers that doesn’t end when the bike is delivered.’
While insurance was already part of Canyon’s offering, they wanted to enhance the digital user experience while simultaneously expanding to other markets.
A standardised customer experience – along with quality customer care – is complex to implement across borders, so finding the right digital partner is key.