Customer Journey

Customer Journey

So when should you first engage your consumer or visitors in social distancing? We often talk about the spectator journey in an Olympic context. That journey starts when someone is first considering buying a ticket. The same can be applied in any industry context, if you are a small grocery shop, high street department store, festival or sports venue.

Think about what information is available on your website regarding social distancing, as this is your first opportunity to inform and educate. Confidence can be built with the customer that you have made adequate preparations to receive customers and maintain high levels of customer welfare.​

You may want to make people aware of when you expect the store to be quieter to help flatten the curve of arrivals.  The same can be achieved at events by asking attendees to arrive early.  Some will arrive early, some won’t which will again help flatten the curve of demand.

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