Customer's experience when reporting technical fault

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Customer's experience when reporting technical fault by Mind Map: Customer's experience when reporting technical fault

1. Mapping Customer Journeys

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

2.1. People

2.2. Process

2.3. Technology

2.4. Quick Wins

2.5. Strategy

3. Is this a moment of truth?

3.1. New node

3.1.1. New node

3.1.1.1. New node

4. What does customer need to do?

4.1. New node

4.1.1. New node

4.1.1.1. New node

5. What does business need to do?

5.1. New node

5.1.1. New node

5.1.1.1. New node

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. Who's responsible within the business?

7.1. New node

7.1.1. New node

7.1.1.1. New node

8. Upload and Share Youtube Videos

9. Upload and Share Documents and Illustrations

10. Discussion Feed

11. What impact does this have on the business?

11.1. New node

11.1.1. New node

11.1.1.1. New node

12. What is customer's emotional state?

12.1. New node

12.1.1. New node

12.1.1.1. New node