Customer's experience when transferring money or funds
Customer's experience when transferring money or funds
by Zaheer Gilani
1. Is this a moment of truth?
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2. What does customer need to do?
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3. What does business need to do?
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4. Describe steps for customer journey
4.1. Awareness: Customer is made aware of the promotion or offer
4.1.1. Evaluation: Customer is empowered/allowed to evaluate the offer
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5. Who's responsible within the business?
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6. Upload and Share Youtube Videos
7. Upload and Share Documents and Illustrations
8. Discussion Feed
9. What impact does this have on the business?
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10. What is customer's emotional state?
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11. Mapping Customer Journeys
12. Share Best Practices (what people, process and technology aspects could be improved to deliver memorable customer experience)
12.1. People
12.2. Process
12.3. Technology
12.4. Quick Wins
12.5. Strategy