Coop Theme Lecture – “The Age of Amazon”
Henrik Staaf, Head of Digital Communications at COOP, spoke about the customer journey and touchpoints online. He also talked about how customer expectations (hygiene factors, the appreciated factors and the wow-factors) are changing. The students were then asked to improve the customer journey for Amazon if they would establish their business in Sweden.
Jessika Bengtsson, Key Account Manager, COOP’s Retail Club