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Evaluate the company Patagonia and then answer the following questions after a site visit. Managing Customer Service & Experience: Ask a store employee either on
Evaluate the company Patagonia and then answer the following questions after a site visit.
Managing Customer Service & Experience:
- Ask a store employee either on the phone or in-person to help you find an item or for assistant: how was that interaction?
- Do you think the employee had been trained to answer your question in a certain way?
- Did the interaction with the employee leave a positive/neutral/negative experience for you?
- How did your attitude towards that retailer change after the interaction?
- 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.
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