Customer experience when dunning letter is received
by Zaheer Gilani

1. Is this a moment of truth?
1.1. New node
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2. What does customer need to do?
2.1. New node
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3. What does business need to do?
3.1. New node
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4. Describe steps for customer journey
4.1. Awareness: Customer is made aware of the promotion or offer
4.1.1. Evaluation: Customer is empowered/allowed to evaluate the offer
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5. Who's responsible within the business?
5.1. New node
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6. Discussion Feed
7. What impact does this have on the business?
7.1. New node
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8. What is customer's emotional state?
8.1. New node
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