Analysis of Customer Journey, Service, and Experience at ALDI

This academic report examines the customer journey and customer service strategies employed by ALDI, a prominent German supermarket chain. The report begins with an introduction to the importance of customer satisfaction and loyalty, establishing the context of the study. It then delves into the different stages of the customer journey, including awareness, consideration, purchase, retention, and advocacy, highlighting the challenges and opportunities at each stage. The report emphasizes the importance of customer service, using specific examples from ALDI's operations and discussing its impact on customer experiences. It explores customer service theories and models, particularly focusing on customer retention and loyalty. The report concludes by summarizing key findings and reinforcing the significance of customer-centric approaches for business success, supported by references to relevant literature and research.