We looked very deeply and said: what do our customers

Need right now? One of the things I always tell people too is: don't assume you know what your customers need, no matter how well you know them. That is why it is very important that we ask. I have sent all these emails saying: 'I care about you, I want to help you, how can I do that?' and I had really deep, wonderful conversations with our customers, saying, 'I need to support and make my employees feel cared for. I don't know where they're going to be.' then I thought, we have amazing products and we can ship anywhere most companies aren't based. And we understand what it's like to make someone feel special. Let's take that and transition to working from home. “we now developed a seamless interface where people could put their addresses and their employees could now buy snacks at home instead of in the office.




 Use customer journey maps to strategize around a positive experience barbara morton's job as deputy experience officer at the department of veterans affairs involves working with a few different groups of clients adapting during the pandemic. Working with a variety of clients impacts the language they use internally, how they view veterans, and how they strategize to create a positive Netherlands Mobile Number List experience for them: “we don't want to assume we understand what's most important to veterans, so we make a journey map. For example, in the outpatient experience, that is one of the largest lines of business in the u.S. I have that type of care service. So when they have gone to get help, they are leaving; it's what happens after that, or in general, even if they haven't entered. And they are the ones who are using it from start to finish. And it actually starts before the actual date. He is scheduling the appointment. He is arriving at the facilities, he is waiting.





It's meeting with your provider, it's aftercare and follow-up. Correct. So we mapped that. And then we can have a very clear understanding, not just of what our process is, but what the experience was for the veteran and the adaptation during the pandemic. And we identify key moments that matter to them. Investigation so, for example, navigating a va medical center was very important. And that came up in the research that it would never appear naturally on an operational metrics dashboard, it would never appear naturally, right? So we actually take that information and measure that, as part of a survey, we have that type of experience. But we don't just measure it, we implement it and we try to scale it and how scaled it is with the veterans health administration and the ambassador program, the red coat ambassador welcome program to address that particular pain point identified in the hcv research.