Case Study on Customer Journey

The Action of Customer Journey

Amy is a 52-year-old woman, a mother of two daughters and an accountant from Brookline, she loves and cares for her dog more than any other thing. She is looking for a place her dog would board as she booked a few days vocational trip travel. She glanced at our boarding Kennel and stopped for a while before moving in. She felt uneasy but confidently walked in and keenly look at the layout on the Kennel's store. (Rosenbaum, et al, 2017) Our co-worker invites her and extends courtesy to help her. Our employee is noticeable polite, friendly and conversant about dogs. They are experienced in taming and serving customers' dogs. Our employee offers a brief description of classes of accommodations and boarding and suggested the best for her depending on which she can afford. She is now happy with the customer service in the boarding Kennel.

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Thinking

Amy is thinking about the proximity of the boarding Kennel to her home in Brookline, the evaluation shows it was a favorable place to board her dog. she is also in dilemma of leaving her dog behind, but remembering one instance the dog disturbed her severally because of petty things such as hunger. She feels hungry about it though she loved her dog. for her the best option was to leave her dog in boarding kennel.

Feeling

She is given assurance of her Dog's safety upon her return if she decided to board her dog. this kind of action made her feel her dog is secure. She does not need to be anxious if she leaves her dog behind. She was offered to go around and look at the services the boarding kennel would be offering for her dog. After she gets satisfied and happy with the offer, she has a feeling the boarding kennel was offering best services that would favor her dog stay.

Decision Making

She decided to board her dog there for a first-class accommodation. She is a very rich customer who loves her dog so much, she does not mind the amount of accommodation price. she is concerned with health and comfort to her dog (Lemon, et al, 2016). She narrates how she keep her dog. The boarding kennel has to give the best accommodation they have. After clearing the bill required for her dog accommodation, she booked a flight to her vocational trip with her husband.

Opportunities

The boarding kennels offer several opportunities to their customers which Army thinks are the most favorable. For esteemed customers, they offer a discount as well as the monthly free medical check-up for dogs. She feels they give great opportunities to their customers.

Customer Experiences

Later during that day, she took photos with her dog in the boarding Kennel. She was positive about services. She mentioned how well she receive warm the treatment from the customer desk, the prices of accommodation being affordable, and the standards of the boarding Kennel to be world-class. (Rosenbaum, et al, 2017) She went ahead to recommended the Boarding Kennel to her friends. Amy further relays receiving amazing services. She left an encouraging comment on the customer desk concerning best service offered in boarding kennel.

Reference

Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69-96.

Rosenbaum, M. S., Otalora, M. L., & Ramirez, G. C. (2017). How to create a realistic customer journey map. Business Horizons, 60(1), 143-150.