Customer's experience when making a complaint

by Zaheer Gilani

1. New node

1.1. New node

1.1.1. New node

2. Is this a moment of truth?

2.1. New node

2.1.1. New node

2.1.1.1. New node

3. What does customer need to do?

4. What does business need to do?

4.1. New node

4.1.1. New node

4.1.1.1. New node

5. Describe steps for customer journey

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

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

5.1.1.1. New node

6. Who's responsible within the business?

6.1. New node

6.1.1. New node

6.1.1.1. New node

7. Upload and Share Youtube Videos

8. Upload and Share Documents and Illustrations

9. Discussion Feed

10. What impact does this have on the business?

10.1. New node

10.1.1. New node

10.1.1.1. New node

11. What is customer's emotional state?

11.1. New node

11.1.1. New node

11.1.1.1. New node

12. Mapping Customer Journeys

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

13.1. People

13.2. Process

13.3. Technology

13.4. Quick Wins

13.5. Strategy