California Closets Organizing Customer Experience Boris Groysberg Annelena Lobb 2018
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– The research paper “California Closets Organizing Customer Experience: A Case Study” examines how California Closets in San Francisco effectively managed the transition to online ordering and retail in 2012. – The paper also provides a critique of this trend, examining why online ordering has not achieved the same success as in-store retail. – The case study is structured around a narrative, starting with the company’s initial experiences with online ordering and moving on to a comprehensive analysis of the customer experience throughout the entirety
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Title of the case study The case study is entitled California Closets Organizing Customer Experience: Analysis of an Online Sales Platform. It is a 15 page report, and the report includes the background information on the case study company, a literature review on related studies and case studies, and a discussion of the company’s online sales platform and its customer experience. The case study analyzes California Closets’ marketing strategies, customer engagement tactics, and customer feedback to develop key recommendations for its future marketing and customer service strategy. Cover
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