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| 16 | <text x="60" y="58" font-family="'Helvetica Neue', Arial, sans-serif" font-size="30" font-weight="bold" fill="#1A3A5C"> |
| 17 | Only 15% of Customers Return — A Critical Retention Gap |
| 18 | </text> |
| 19 | |
| 20 | |
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| 22 | <text x="80" y="108" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" fill="#FFFFFF"> |
| 23 | The cost of acquiring a new customer is 5-7x retaining an existing one. With only 15% repeat purchases, Kimsoong is leaving significant lifetime value on the table. |
| 24 | </text> |
| 25 | |
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| 27 | |
| 28 | <text x="220" y="260" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="72" font-weight="bold" fill="#E74C3C">15%</text> |
| 29 | <text x="220" y="300" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="18" fill="#2C3E50">Repeat Buyer Rate</text> |
| 30 | <text x="220" y="325" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" fill="#5D6D7E">vs. industry benchmark ~40%</text> |
| 31 | |
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| 36 | |
| 37 | <text x="640" y="260" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="72" font-weight="bold" fill="#E8A838">78%</text> |
| 38 | <text x="640" y="300" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="18" fill="#2C3E50">Fair / Poor After-sales Rating</text> |
| 39 | <text x="640" y="325" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" fill="#5D6D7E">Only 33% rate service as Good or above</text> |
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| 46 | <text x="1060" y="260" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="72" font-weight="bold" fill="#1A3A5C">52%</text> |
| 47 | <text x="1060" y="300" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="18" fill="#2C3E50">Lost to Competitors</text> |
| 48 | <text x="1060" y="325" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" fill="#5D6D7E">Largest driver of customer churn</text> |
| 49 | |
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| 58 | <text x="640" y="490" text-anchor="middle" font-family="Georgia, 'Times New Roman', serif" font-size="22" fill="#1A3A5C" font-style="italic"> |
| 59 | "With 85% of customers not returning, every lost buyer represents |
| 60 | </text> |
| 61 | <text x="640" y="520" text-anchor="middle" font-family="Georgia, 'Times New Roman', serif" font-size="22" fill="#1A3A5C" font-style="italic"> |
| 62 | 3-4 potential vehicle purchases over the next decade." |
| 63 | </text> |
| 64 | |
| 65 | |
| 66 | <text x="640" y="570" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" fill="#5D6D7E"> |
| 67 | Questionnaire return rate: only 40% — current customer data is incomplete and unreliable |
| 68 | </text> |
| 69 | |
| 70 | |
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| 72 | <text x="60" y="710" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" fill="#95A5A6">Source: Kimsoong Customer Service Department</text> |
| 73 | <text x="1100" y="710" font-family="'Helvetica Neue', Arial, sans-serif" font-size="10" fill="#95A5A6">CONFIDENTIAL</text> |
| 74 | <text x="1220" y="710" text-anchor="end" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" fill="#95A5A6">2</text> |
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