Customer's experience when product or service breaks down

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Customer's experience when product or service breaks down by Mind Map: Customer's experience when product or service breaks down

1. What does business need to do?

1.1. New node

1.1.1. New node

1.1.1.1. New node

2. Describe steps for customer journey

2.1. Awareness: Customer is made aware of the promotion or offer

2.1.1. Evaluation: Customer is empowered/allowed to evaluate the offer

2.1.1.1. New node

3. Who's responsible within the business?

3.1. New node

3.1.1. New node

3.1.1.1. New node

4. Is this a moment of truth?

4.1. New node

4.1.1. New node

4.1.1.1. New node

5. What does customer need to do?

5.1. New node

5.1.1. New node

5.1.1.1. New node

6. What impact does this have on the business?

6.1. New node

6.1.1. New node

6.1.1.1. New node

7. What is customer's emotional state?

7.1. New node

7.1.1. New node

7.1.1.1. New node

8. Mapping Customer Journeys

9. Share Best Practices (what people, process and technology aspects could be improved to deliver memorable customer experience)

9.1. People

9.2. Process

9.3. Technology

9.4. Quick Wins

9.5. Strategy

10. Discussion Feed

11. Upload and Share Youtube Videos

12. Upload and Share Documents and Illustrations