Customer's experience when reporting technical fault

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

1. Is this a moment of truth?

1.1. New node

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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 New node

5. Who's responsible within the business?

5.1. New node

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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?

9.1. New node

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10. What is customer's emotional state?

10.1. New node

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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