With the economic fallout from the coronavirus likely to be broad and durable, it’s more pressing than ever to keep your customers loyal.
Consider these 4 steps that a provide a road map to keeping customer loyalty:
- Determine what changes are occurring in key “Jobs to be Done”
- Map the customer’s current journey and your potential leverage points (see journey map image)
- Consider new approaches and opportunities
- Get inspired by what others are doing
Jobs to be Done and journey mapping, taken together, create a re-thought customer experience that matters now and will be remembered once this crisis passes.
Read more at Forbes.