Four Steps To Re-Think Customer Experience In the Coronavirus Crisis

Journey Map

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.

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