With the opening of a new Canyon onsite service location and the increasing numbers of partner workshops, the global bike manufacturer further strengthens customer-centricity and service excellence.
EMBARGOED UNTIL WEDENESDAY 27TH SEPTEMBER,11:00 UHR CEST/10:00 UHR UTC - As a direct-to-consumer brand, Canyon Bicycles has always had a strong and personal relationship with their customers and fans. Canyon is constantly working to expand and improve its range of on-site customer services in addition to the vast possibilities of digital tools. Taking that one step further, their brand-new Canyon Factory Service (CFS) location in Eindhoven is a complementary personal touchpoint for Canyon riders and cycling fans living in and around the Netherlands. Here, customers can take advantage of bike servicing, repair and bike pick-up, as well as the whole on-brand service and rider experience.
The Factory Service location in Eindhoven comes as an addition to the first service workshop at Canyon’s showroom in Koblenz, Germany. Other on-site service touchpoints are located at the showroom of Canyon.US in Carlsbad (California) as well as in Rotselaar (Belgium), which opened a Canyon Factory Service location in September 2022.
In addition, Canyon is continuing to strengthen its customer service through its Affiliate Service Partner (ASP) network. There are currently over 300 ASPs worldwide, and the number is growing to serve as many Canyon fans and customers as possible.
The concept of decentralized service touchpoints relies on the good and reliable partnerships with these local bike workshops who are ready to serve Canyon customers. Canyon is focusing on elevating these partnerships and strengthening the communication and service level to improve services for the partners, and ultimately for its customers. This includes better local visibility – helpful orientation for customers when needing support – but also the implementation of digital tools which will make the whole process of repairing and servicing smarter for all parties involved.
Nicolas de Ros Wallace: “We strive to constantly improve the customer journey at all stages and the ways of interacting directly and personally with customers, as well as using the unlimited opportunities that new digital tools can provide.”
This is deeply rooted in Canyon’s DNA: Pioneering in the direct-to-consumer model and proving the deep roots of Canyon’s customer-centricity.