You are expected to develop the
Customer Journey Map considering all channels available at the retailer and
highlight the interactions, if any, between channels. In describing the
customer shopping experience, be specific and document/describe all the details
related to the customer’s experience. Each retailer will have unique tools and
touchpoints. The student is expected to cover all elements and submit a
customer journey map that reveals the uniqueness of the customer shopping
experience.
You will develop the customer journey
map by beginning your research of the retailer with a visit to the company
(brick-and-mortar, website, apps, social media, books, journals, newspapers,
magazines, academic papers). Use all of these resources to understand the
retailer’s structure for engaging customers.
All references must be listed.
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