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  • Services
    • Growth Strategies
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    • Innovation Capabilities
  • Methodologies
    • Jobs to be Done
    • FutureCasting
    • Costovation
    • Go-to-Market Path
    • Innovative Leader
  • Industries
    • Consumer Industries
    • Financial Services
    • Healthcare & Life Sciences
    • Technology
  • Results
  • Thinking
  • Non-Profit Work
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  • Contact
WORKING PAPER

Using Journey Maps to Understand How Covid-19 Changed ​Customer Behavior

In this paper, we delve into four elements that drive customer behavior now in this time of the coronavirus: improving my quality of life, providing for my family, alleviating stress, and ensuring a secure future. We then show the ways that journey mapping can help organizations rethink customer experiences in light of the potentially lasting effects of this crisis.

We also shine a spotlight on the restaurant industry and highlight seven examples that show how these establishments are re-imagining their customers’ experiences.

Fill Out the Form Below to Download the Working Paper

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