Customer's experience when opening a bank account
by Zaheer Gilani
1. Share Best Practices (what people, process and technology aspects could be improved to deliver memorable customer experience)
1.1. People
1.2. Process
1.3. Technology
1.4. Quick Wins
1.5. Strategy
2. Discussion Feed
3. Upload and Share Youtube Videos
4. Upload and Share Documents and Illustrations
5. Mapping Customer Journeys
6. Describe steps for customer journey
6.1. Awareness: Customer is made aware of the promotion or offer
6.1.1. Evaluation: Customer is empowered/allowed to evaluate the offer
6.1.1.1. New node
7. What is customer's emotional state?
7.1. New node
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8. What does customer need to do?
8.1. New node
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9. What does business need to do?
9.1. New node
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10. Who's responsible within the business?
10.1. New node
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11. Is this a moment of truth?
11.1. New node
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12. What impact does this have on the business?
12.1. New node
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