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How can the service stage 0f the customer journey of B lab be improved with the implementation of engagement initiatives
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| 1.72 MB | Adobe PDF |
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Resumo(s)
The proliferation of sustainability has been verified in recent years, with its corporate adoption
matching the cultural phenomenon. This paper consolidates the results of theoretical research,
primary data from interviews and a survey, and documents provided by B Lab to study the
Customer Journey of the NGO. Following a thorough customer pain point analysis, initiatives
were proposed in each stage of the Customer Journey to improve customer engagement.
Although the Work Project scope extends only to the engagement of existing customers, the
future of B Lab is explored considering increasing demand for its services.
Descrição
Palavras-chave
Customer journey Sustainability B corp certification B lab Customer engagement Purpose-led businesses Esg Community Ngo