Customer's experience when making a complaint

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Customer's experience when making a complaint by Mind Map: Customer's experience when making a complaint

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2. Is this a moment of truth?

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3. What does customer need to do?

4. What does business need to do?

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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

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6. Who's responsible within the business?

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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?

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11. What is customer's emotional state?

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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