Assignment on Customer journey map.

Assignment on Customer journey map
Assignment on Customer journey map
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Roll number
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Assignment on Customer journey map
The company chosen is Eviivo, Launched in 2003. It has diverse portfolio with more than
6,600 small hotels and guesthouses. Its based in UK and Europe providing B&B vacation rentals.
It has till date over 12,000 properties registered across Europe. Annually its customer base grows
by 30% , with an average contract of seven years in a row for each rentals. It deals in B2B
business by providing solution to hotels and guesthouse to manage diary to manage booking and
guest along with their reviews and offers. It also has two way synchronization with all major
travel agencies.
Difference between B2B and B2C business
B2B
 B2B marketing completely focuses on building personal relationships for a long-term
business. It is a long term business of buying cycle.
 It has single vertical market to handle (Rėklaitis, and Pilelienė, 2019).
 Customer life time value is high.
 Branding is important for awareness building activities.
B2C
 B2C marketing focuses on product selling relationships for a short-term business. It has a
short term business of buying cycle.
 It has broad and vast market to handle.
 Customer life time value is Short (Nath, Saha, and Salehi-Sangari, 2019).
 Branding is important for point of purchase activities. The branding is repetitive.
Customer Journey map for Eviivo
Awareness Research Selection Delivery Follow up
Thinking The hotel or
guesthouse
finds details on
like, ads and
cold calling
They research the
rates and compare
with other
competitors.
Selection the
Eviivo based on
different criteria.
The Eviivo
delivers the
services to the
hotels.
The team of
customer care
takes the
periodic follow
up.