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Due to Covid-19 pandemic quarantine takes more than 1 year in country and all physical shops are closed. Almost all of clients’ orders are made on internet and there is the gap of customers’ feedback. CEO want to minimize the negativity of Covid-19 and amplify the positivity for an exceptional customer experience on products and use pandemic situation for refresh an emotional connection with customers.
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Due to Covid-19 pandemic quarantine takes more than 1 year in country and all physical shops are closed. Almost all orders go through internet and “customer journey” of customer through the company has changed significantly. To provide this “journey” as pleasant and smooth as possible, to build and keep long-term customer relationships, to increase customer satisfaction and to achieve a natural customer loyalty, the CEO decided to develop Customer Journey Map. Steve, as sales manager, leader of team, has got the task to prepare and develop Customer Journey Map.
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