11 Questions
Which aspect of the customer journey does Customer Journey Management aim to improve?
Customer satisfaction levels
What is the main goal of addressing customer frustrations with low-cost solutions in Customer Journey Management?
To increase customer loyalty and advocacy
How can Customer Journey Maps help organizations improve their understanding of customers?
By identifying customer pain points and perceptions
What is one benefit of extending CLTV through Customer Journey Management?
Reduced customer acquisition costs
Why is it important for a group to commit to a specific arrangement of the Customer Journey Map?
To ensure alignment and agreement on the output
What type of dishes does VeggieDeli offer?
Vegan and vegetarian delicacies
Where is VeggieDeli located?
Marbella, Costa del Sol, Spain
What type of atmosphere does VeggieDeli have during the day?
Pet-friendly and family-oriented
What do customers get free of charge at VeggieDeli?
Take-away
What special offer does VeggieDeli have at night for couples?
Organic wines
What is one feature of the ingredients used at VeggieDeli?
Produced by local, organic farmers
Study Notes
Customer Journey Maps
- Help organizations understand how customers feel and perceive value throughout an experience
- Improve businesses by identifying and addressing frustrating touch-points with low-cost solutions
VeggieDeli Restaurant
- Located in Marbella, Costa del Sol (Málaga) Spain
- Established and successful within the Spanish local community
- Struggles to attract English-speaking customers, both locals and tourists
Restaurant Features
- Uses fresh, locally sourced, organic ingredients
- Offers vegan and vegetarian options, including:
- Moroccon Soups
- Paleo Salads
- High-protein Smoothies
- Tomato Gazpacho Soup
- Veggie Burgers
- Chocolate Vegan Cake
- Provides delivery and take-away services, free of charge
- Has a pet-friendly atmosphere during the day and a romantic wine-and-dine ambiance at night
- Offers free parking space and valet service
Business Goals
- Increase awareness and generate buzz among English-speaking customers
- Prepare for a post-pandemic scenario with increased activity
Learn about Customer Journey Maps and how they can help organizations enhance customer experience by identifying and addressing pain points. Discover how focusing on improving touch-points can lead to increased customer advocacy and lifetime value. Follow the steps in the provided PDF document for detailed instructions.
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