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. Describe steps for customer journey

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

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

1.1.1.1. New node

2. Who's responsible within the business?

2.1. New node

2.1.1. New node

2.1.1.1. New node

3. Is this a moment of truth?

3.1. New node

3.1.1. New node

3.1.1.1. New node

4. What does customer need to do?

4.1. New node

4.1.1. New node

4.1.1.1. New node

5. What does business need to do?

5.1. New node

5.1.1. New node

5.1.1.1. New node

6. Discussion Feed

7. What impact does this have on the business?

7.1. New node

7.1.1. New node

7.1.1.1. New node

8. What is customer's emotional state?

8.1. New node

8.1.1. New node

8.1.1.1. New node

9. Mapping Customer Journeys

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

10.1. People

10.2. Process

10.3. Technology

10.4. Quick Wins

10.5. Strategy

11. Upload and Share Documents and Illustrations

12. Upload and Share Youtube Videos