Questions: Miles ordered a new hiking backpack from Outdoor Outlet, but it never arrived. When he contacted customer service, he was able to speak with an agent without waiting, and they shipped a replacement overnight while also referring him to their Instagram page for ideas. He was pleased with the responsiveness and others' outdoor adventures. In this situation, Outdoor Outlet used customer relationship to Multiple Choice Identify service gaps replace traditional advertising. shorten the customer journey. increase loyalty.

The answer is increase loyalty.

While addressing service gaps is important, the scenario described focuses more on the actions taken to resolve the issue and enhance the customer's experience rather than identifying gaps.

The use of Instagram to share ideas and stories is more about engaging with customers and building a community rather than replacing traditional advertising.

The customer journey refers to the entire process a customer goes through from awareness to purchase and beyond. While the quick response and overnight shipping may streamline part of the journey, the primary focus here is on customer satisfaction and loyalty.

By providing excellent customer service, promptly addressing the issue, and engaging the customer through social media, Outdoor Outlet is likely to increase customer loyalty. The positive experience and connection to the brand's community can lead to repeat business and positive word-of-mouth.