Customer's experience when thinking and searching about available surgeries

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Customer's experience when thinking and searching about available surgeries by Mind Map: Customer's experience when thinking and searching about available surgeries

1. Who's responsible within the business?

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2. Upload and Share Youtube Videos

3. Upload and Share Documents and Illustrations

4. Discussion Feed

5. What impact does this have on the business?

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6. What is customer's emotional state?

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7. Mapping Customer Journeys

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

8.1. People

8.2. Process

8.3. Technology

8.4. Quick Wins

8.5. Strategy

9. Is this a moment of truth?

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10. What does customer need to do?

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11. What does business need to do?

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12. Describe steps for customer journey

12.1. Awareness: Customer is made aware of the promotion or offer

12.1.1. Evaluation: Customer is empowered/allowed to evaluate the offer

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