Customer Journey of Rolex
Discovery
Identifying the brands to
buy as per the budget and
preferred style
1. Internet
2. Laptop & Mobile
3. Official Sites, Images
and Reviews
1. Identifying Brands
2. Checking their websites
3. Reading through
reviews of both Analog
& Smart Watches
1. Excited: Finally was
looking to buy a luxury
watch after being
successful in Business
2. Confused: With lots of
available brands, it was
difficult to choose.
Exploring Options Selection & Comparison Finding Store Pay & Buy Feedback
Finding the nearby
1. Asked my Colleagues Selecting the best in available Paid in full &
Rolex store in Started using & have
2. Got a few options Analog watches along with new Received the product
Singapore to get the new experience
3. Checked in Google.com & feedback blogs editions & Price comparison & receipt
Cosmograph Daytona
1. Quality & a
1. Word of Mouth & References 1. Google Maps 1. Selecting the
Beauty
2. Internet 1. Websites of Rolex 2. Laptop, Mobile, watch of choice
2. Best Analog watch
3. Laptop & Mobile 2. Laptop, Mobile & Internet Internet 2. Billing
3. Expensive & worth
4. Official Sites, Images and Reviews 3. Call 3. Paid and Bought
it
1. Identified the 1. Didn’t find the
1. A great number of options available in the 1. Searching the websites of
nearby store at colour I wanted 1. Excited about the
selected brands Rolex
the Marina Bay 2. Selected another watch
2. Made a list of my requirements 2. Identifying the brand I
Sands online 3. Billed & Paid in 2. Great quality and
3. After recommendation from Colleagues, again wanted i.e. Cosmograph
2. Call confirmation full and Took it Design
went through some more reviews & Price Check Daytona
about availability home
1. Happy: Found an
1. Excited: After talking to colleagues and friends, got 1. Happy: I was happy with my 1. Sad: Couldn’t find
exclusive store near 1. Excited: Amazing
some good recommendations and felt confident on final choice of Rolex. my colour pref.
by my place. Watch
my search. 2. Excited: I was excited to look 2. Happy: Chose
2. Excited: with polite 2. Excited for the
2. Concerned: I was a little concerned to see such high through their portfolio and find another fav of mine
behaviour of sales Great quality and
prices but every penny would be worth it based on my choice of watch with great 3. Excited: Finally
people, I was Design
the quality & feeling. design & price. buying
excited.