Customer's experience when making a complaint
by Zaheer Gilani
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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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