Joel is a 35-year-old entrepreneur, based in Paris. He just received news that he will have to travel to Brussels for an urgent business trip. He is concerned about the current COVID situation, but the trip can not be postponed. He needs to reach Brussels on December 21 and return to Paris on December 24. He now needs to make arrangements for his trip. With this as the primary task, please list the different steps in Joel's customer journey. For each step of the process, please mention two potential touchpoints. For each touchpoint, please mention which classification it belongs to - brand-owned, partner owned, customer-owned, social/external.
Joel is a 35-year-old entrepreneur, based in Paris. He just received news that he will have to travel to Brussels for an urgent business trip. He is concerned about the current COVID situation, but the trip can not be postponed. He needs to reach Brussels on December 21 and return to Paris on December 24. He now needs to make arrangements for his trip. With this as the primary task, please list the different steps in Joel's customer journey. For each step of the process, please mention two potential touchpoints. For each touchpoint, please mention which classification it belongs to - brand-owned, partner owned, customer-owned, social/external.
Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
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September 2020: COVID lockdowns have been lifted, but strict restrictions
are in place
• Joel is a 35-year-old entrepreneur, based in Paris. He just received news
that he will have to travel to Brussels for an urgent business trip. He is
concerned about the current COVID situation, but the trip can not be
postponed. He needs to reach Brussels on December 21 and return to
Paris on December 24.
He now needs to make arrangements for his trip. With this as the primary
task, please list the different steps in Joel's customer journey.
. For each step of the process, please mention two potential touchpoints.
For each touchpoint, please mention which classification it belongs to -
brand-owned, partner owned, customer-owned, social/external.
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