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

Is this a moment of truth?

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What does customer need to do?

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What does business need to do?

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Describe steps for customer journey

Awareness: Customer is made aware of the promotion or offer

Evaluation: Customer is empowered/allowed to evaluate the offer, New node

Who's responsible within the business?

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Upload and Share Youtube Videos

Upload and Share Documents and Illustrations

Discussion Feed

What impact does this have on the business?

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What is customer's emotional state?

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Mapping Customer Journeys

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

People

Process

Technology

Quick Wins

Strategy