After the Covid pandemic, consumers and firms have been subjected to disruptions in the supply of products and services. In Vietnam, large retail groups (such as Lottemart, AEON, Co-op mart, Megamart,...) and retail store chain (Circle K, Family Mart, 7Eleven,...) had to deal with various challenges such as product shortages and other customer service related challenges after the pandemic. These disruptions affected their relationship with customers. Your task: Assume you have been hired by one of these above retail groups as a consultant, and your task is to:

Question 1: Apply the 3I Design Thinking model to develop strategies for the group(you can use any retail group of your choice) to address customer service and marketing related challenges caused by disruptions associated with Covid. Identify the nature of problems they faced associated with customer service and marketing.

Question 2: How can empathy influence the strategies that you have recommended?