Customer experience when dunning letter is received

by Zaheer Gilani

1. Is this a moment of truth?

1.1. New node

1.1.1. New node

1.1.1.1. New node

2. What does customer need to do?

2.1. New node

2.1.1. New node

2.1.1.1. New node

3. What does business need to do?

3.1. New node

3.1.1. New node

3.1.1.1. New node

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

4.1.1.1. New node

5. Who's responsible within the business?

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