1 CASE STUDY North America Major Retailer Challenge An industry-leading $3B retailer selling products and in-store services wanted to ensure its customers were receiving an exceptional online and in-store experience. Specifically, leaders wanted to confirm the customers’ experiences lived up to the company’s strategically designed customer service philosophy, which differentiates this retailer within its market segment. The retailer engaged COPC Inc. to conduct an extensive review of the customers’ journeys as they engaged with their brand throughout the buying process. About COPC Inc.’s Customer Journey Mapping Process COPC Inc. deployed a comprehensive, research-based approach to trace and observe the customer’s online and in-store journey. The team provided a detailed list

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