Evaluate the company Patagonia and then answer the following questions after a site visit.

Managing Customer Service & Experience:

1. Ask a store employee either on the phone or in-person to help you find an item or for assistant: how was that interaction?
2. Do you think the employee had been trained to answer your question in a certain way?
3. Did the interaction with the employee leave a positive/neutral/negative experience for you?
4. How did your attitude towards that retailer change after the interaction?
5. How can CDJ be used to manage customer experience?

References:

https://www.patagonia.com/home/

CDJ: Consumer Decision Journey - https://martech.org/rethinking-the-marketing-funnel-with-consumer-decision-journeys/#:~:text=The%20'Consumer%20Decision%20Journey'%20(,update%20the%20traditional%20marketing%20funnel.