Customer experience when dunning letter is received

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. Mapping Customer Journeys

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. What is customer's emotional state?

5.1. New node

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6. What does customer need to do?

6.1. New node

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7. What does business need to do?

7.1. New node

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8. Who's responsible within the business?

8.1. New node

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9. Is this a moment of truth?

9.1. New node

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10. What impact does this have on the business?

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