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| 22 | |
| 23 | <!-- Page title --> |
| 24 | <text x="60" y="58" font-family="'Helvetica Neue', Arial, sans-serif" font-size="30" font-weight="bold" fill="#1A3A5C"> |
| 25 | Quick Wins First, Then Systematic Service Transformation |
| 26 | </text> |
| 27 | |
| 28 | <!-- Takeaway box --> |
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| 30 | <text x="80" y="106" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" fill="#FFFFFF"> |
| 31 | A phased 12-month rollout — launch low-cost, high-data-value initiatives first, then scale to service and financial incentives as infrastructure matures. |
| 32 | </text> |
| 33 | |
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| 36 | |
| 37 | <!-- Phase markers (circles on timeline) --> |
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| 39 | <text x="220" y="167" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" font-weight="bold" fill="#1A3A5C">Q1</text> |
| 40 | |
| 41 | <circle cx="500" cy="162" r="14" fill="#FFFFFF" stroke="#E8A838" stroke-width="3"/> |
| 42 | <text x="500" y="167" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" font-weight="bold" fill="#E8A838">Q2</text> |
| 43 | |
| 44 | <circle cx="780" cy="162" r="14" fill="#FFFFFF" stroke="#2D8A4E" stroke-width="3"/> |
| 45 | <text x="780" y="167" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" font-weight="bold" fill="#2D8A4E">Q3</text> |
| 46 | |
| 47 | <circle cx="1060" cy="162" r="14" fill="#FFFFFF" stroke="#1A3A5C" stroke-width="3"/> |
| 48 | <text x="1060" y="167" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" font-weight="bold" fill="#1A3A5C">Q4</text> |
| 49 | |
| 50 | <!-- ===== Phase 1: Q1 — Quick Wins ===== --> |
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| 55 | <text x="122" y="220" font-family="'Helvetica Neue', Arial, sans-serif" font-size="16" font-weight="bold" fill="#FFFFFF">Phase 1: Quick Wins</text> |
| 56 | |
| 57 | <use data-icon="tabler-filled/gift" x="95" y="255" width="20" height="20" fill="#2D8A4E"/> |
| 58 | <text x="125" y="270" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" font-weight="bold" fill="#1A3A5C">Launch Magazine</text> |
| 59 | <text x="125" y="288" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">Monthly customer publication</text> |
| 60 | <text x="125" y="303" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">with owner stories</text> |
| 61 | |
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| 63 | |
| 64 | <use data-icon="tabler-filled/report-analytics" x="95" y="328" width="20" height="20" fill="#E8A838"/> |
| 65 | <text x="125" y="343" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" font-weight="bold" fill="#1A3A5C">Deploy Questionnaire</text> |
| 66 | <text x="125" y="360" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" font-weight="bold" fill="#1A3A5C">Incentive</text> |
| 67 | <text x="125" y="378" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">Branded pen programme</text> |
| 68 | <text x="125" y="393" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">for data collection</text> |
| 69 | |
| 70 | <rect x="95" y="415" width="230" height="22" rx="4" fill="#2D8A4E" fill-opacity="0.08"/> |
| 71 | <text x="105" y="430" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" font-weight="bold" fill="#2D8A4E">Cost: Very Low | Impact: Quick Data</text> |
| 72 | |
| 73 | <!-- ===== Phase 2: Q2 — Service Uplift ===== --> |
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| 78 | <text x="402" y="220" font-family="'Helvetica Neue', Arial, sans-serif" font-size="16" font-weight="bold" fill="#FFFFFF">Phase 2: Service Uplift</text> |
| 79 | |
| 80 | <use data-icon="tabler-filled/shield-check" x="375" y="255" width="20" height="20" fill="#E8A838"/> |
| 81 | <text x="405" y="270" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" font-weight="bold" fill="#1A3A5C">3-Year Free After-</text> |
| 82 | <text x="405" y="288" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" font-weight="bold" fill="#1A3A5C">sales Service</text> |
| 83 | <text x="405" y="310" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">Roll out across all European</text> |
| 84 | <text x="405" y="325" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">franchise locations</text> |
| 85 | |
| 86 | <text x="405" y="355" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">Addresses 26% service churn</text> |
| 87 | <text x="405" y="373" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">Staff training programme</text> |
| 88 | |
| 89 | <rect x="375" y="415" width="230" height="22" rx="4" fill="#E8A838" fill-opacity="0.1"/> |
| 90 | <text x="385" y="430" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" font-weight="bold" fill="#E8A838">Cost: Med-High | Impact: Core Fix</text> |
| 91 | |
| 92 | <!-- ===== Phase 3: Q3 — Financial Incentives ===== --> |
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| 95 | <rect x="640" y="227" width="260" height="8" fill="#2D8A4E"/> |
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| 97 | <text x="682" y="220" font-family="'Helvetica Neue', Arial, sans-serif" font-size="16" font-weight="bold" fill="#FFFFFF">Phase 3: Incentives</text> |
| 98 | |
| 99 | <use data-icon="tabler-filled/discount" x="655" y="255" width="20" height="20" fill="#2D8A4E"/> |
| 100 | <text x="685" y="270" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" font-weight="bold" fill="#1A3A5C">20% Loyalty Discount</text> |
| 101 | <text x="685" y="290" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">For existing customers on</text> |
| 102 | <text x="685" y="305" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">new model purchases</text> |
| 103 | |
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| 105 | |
| 106 | <use data-icon="tabler-filled/car" x="655" y="328" width="20" height="20" fill="#1A3A5C"/> |
| 107 | <text x="685" y="343" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" font-weight="bold" fill="#1A3A5C">Trade-in Programme</text> |
| 108 | <text x="685" y="363" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">Generous trade-in offers for</text> |
| 109 | <text x="685" y="378" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">existing Kimsoong vehicles</text> |
| 110 | |
| 111 | <rect x="655" y="415" width="230" height="22" rx="4" fill="#2D8A4E" fill-opacity="0.08"/> |
| 112 | <text x="665" y="430" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" font-weight="bold" fill="#2D8A4E">Cost: Medium | Impact: Retention</text> |
| 113 | |
| 114 | <!-- ===== Phase 4: Q4 — Evaluate & Optimize ===== --> |
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| 116 | <rect x="920" y="195" width="260" height="40" rx="8" fill="#1A3A5C"/> |
| 117 | <rect x="920" y="227" width="260" height="8" fill="#1A3A5C"/> |
| 118 | <use data-icon="tabler-filled/trophy" x="932" y="203" width="22" height="22" fill="#E8A838"/> |
| 119 | <text x="962" y="220" font-family="'Helvetica Neue', Arial, sans-serif" font-size="16" font-weight="bold" fill="#FFFFFF">Phase 4: Evaluate</text> |
| 120 | |
| 121 | <use data-icon="tabler-filled/chart-pie" x="935" y="255" width="20" height="20" fill="#1A3A5C"/> |
| 122 | <text x="965" y="270" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" font-weight="bold" fill="#1A3A5C">Measure KPIs</text> |
| 123 | <text x="965" y="290" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">Track repeat rate, satisfaction,</text> |
| 124 | <text x="965" y="305" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">questionnaire return metrics</text> |
| 125 | |
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| 127 | |
| 128 | <use data-icon="tabler-filled/rosette" x="935" y="328" width="20" height="20" fill="#E8A838"/> |
| 129 | <text x="965" y="343" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" font-weight="bold" fill="#1A3A5C">Adjust Programme</text> |
| 130 | <text x="965" y="363" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">Refine based on data;</text> |
| 131 | <text x="965" y="378" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">prepare Year 2 plan</text> |
| 132 | |
| 133 | <rect x="935" y="415" width="230" height="22" rx="4" fill="#1A3A5C" fill-opacity="0.06"/> |
| 134 | <text x="945" y="430" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" font-weight="bold" fill="#1A3A5C">Cost: Low | Impact: Optimization</text> |
| 135 | |
| 136 | <!-- ===== KPI Target Cards ===== --> |
| 137 | <text x="60" y="480" font-family="'Helvetica Neue', Arial, sans-serif" font-size="16" font-weight="bold" fill="#1A3A5C">12-Month KPI Targets</text> |
| 138 | <line x1="60" y1="490" x2="1220" y2="490" stroke="#D5DDE5" stroke-width="1"/> |
| 139 | |
| 140 | <!-- KPI 1: Repeat Rate --> |
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| 142 | <use data-icon="tabler-filled/rosette" x="75" y="518" width="24" height="24" fill="#E74C3C"/> |
| 143 | <text x="110" y="530" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" font-weight="bold" fill="#1A3A5C">Repeat Buyer Rate</text> |
| 144 | <text x="110" y="555" font-family="'Helvetica Neue', Arial, sans-serif" font-size="24" font-weight="bold" fill="#E74C3C">15%</text> |
| 145 | <text x="170" y="555" font-family="'Helvetica Neue', Arial, sans-serif" font-size="18" fill="#5D6D7E">→</text> |
| 146 | <text x="195" y="555" font-family="'Helvetica Neue', Arial, sans-serif" font-size="24" font-weight="bold" fill="#27AE60">30%+</text> |
| 147 | |
| 148 | <!-- KPI 2: Satisfaction --> |
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| 150 | <use data-icon="tabler-filled/star" x="455" y="518" width="24" height="24" fill="#E8A838"/> |
| 151 | <text x="490" y="530" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" font-weight="bold" fill="#1A3A5C">Satisfaction (Good+)</text> |
| 152 | <text x="490" y="555" font-family="'Helvetica Neue', Arial, sans-serif" font-size="24" font-weight="bold" fill="#E74C3C">33%</text> |
| 153 | <text x="545" y="555" font-family="'Helvetica Neue', Arial, sans-serif" font-size="18" fill="#5D6D7E">→</text> |
| 154 | <text x="570" y="555" font-family="'Helvetica Neue', Arial, sans-serif" font-size="24" font-weight="bold" fill="#27AE60">60%</text> |
| 155 | |
| 156 | <!-- KPI 3: Questionnaire Return --> |
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| 158 | <use data-icon="tabler-filled/report-analytics" x="835" y="518" width="24" height="24" fill="#2D8A4E"/> |
| 159 | <text x="870" y="530" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" font-weight="bold" fill="#1A3A5C">Questionnaire Return Rate</text> |
| 160 | <text x="870" y="555" font-family="'Helvetica Neue', Arial, sans-serif" font-size="24" font-weight="bold" fill="#E74C3C">40%</text> |
| 161 | <text x="925" y="555" font-family="'Helvetica Neue', Arial, sans-serif" font-size="18" fill="#5D6D7E">→</text> |
| 162 | <text x="950" y="555" font-family="'Helvetica Neue', Arial, sans-serif" font-size="24" font-weight="bold" fill="#27AE60">70%</text> |
| 163 | |
| 164 | <!-- ===== Progress arrow ===== --> |
| 165 | <rect x="60" y="600" width="1160" height="24" rx="12" fill="#F4F6F8"/> |
| 166 | <rect x="60" y="600" width="290" height="24" rx="12" fill="#1A3A5C"/> |
| 167 | <rect x="350" y="600" width="280" height="24" rx="0" fill="#E8A838"/> |
| 168 | <rect x="630" y="600" width="280" height="24" rx="0" fill="#2D8A4E"/> |
| 169 | <rect x="910" y="600" width="310" height="24" rx="12" fill="#1A3A5C" fill-opacity="0.6"/> |
| 170 | <text x="205" y="617" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" font-weight="bold" fill="#FFFFFF">DATA FOUNDATION</text> |
| 171 | <text x="490" y="617" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" font-weight="bold" fill="#FFFFFF">SERVICE TRANSFORMATION</text> |
| 172 | <text x="770" y="617" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" font-weight="bold" fill="#FFFFFF">FINANCIAL INCENTIVES</text> |
| 173 | <text x="1065" y="617" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" font-weight="bold" fill="#FFFFFF">OPTIMIZE</text> |
| 174 | |
| 175 | <!-- Footer --> |
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| 177 | <text x="60" y="710" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" fill="#95A5A6">Source: Kimsoong Customer Services — Implementation Plan</text> |
| 178 | <text x="1100" y="710" font-family="'Helvetica Neue', Arial, sans-serif" font-size="10" fill="#95A5A6">CONFIDENTIAL</text> |
| 179 | <text x="1220" y="710" text-anchor="end" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" fill="#95A5A6">9</text> |
| 180 | </svg> |
| 181 |