Coustumer Journey Map, Apuntes de Seguridad en el Lugar de Trabajo

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The Customer Journey Canvas Persona Servico Servico Provider Design Team ws Y PRE-SERVICE PERIOD "y SERVICE PERIOD y » POST-SERVICE PERIOD ADVERTISEMENT / PUBLIC RELATIONS SERVICE JOURNEY CUSTOMER RELATIONSHIP MANAGEMENT How is the service proposition communicated Which touchpoints do customers experience during the service journey? How does the service provider follow-up with customers? by the service provider? Are there any critical incidents, ¡.e. touchpoints customers experience as especially good or bad? INFORMATION MANIPULABILITY SOCIAL MEDIA Which pre-service information can people access through social media? SOCIAL MEDIA What do customers communicate about the service and/or service provider through social media? WORD-OF-MOUTH What do friends, colleagues and family actually communicate about the service and/or service provider? WORD-OF-MOUTH What do customers tell their friends, colleagues and family about the service and/or service provider? PAST EXPERIENCES Which experiences do people have with (similar) services and/or service providers? ME INFORMATION CREDIBILITY 4-0 Concept and design: Maro Stickdorn £: Jakob Sohneider — inspired by the Business Model Canvas — www.t icedesignthinking.com his workis licensed under the Creative Commons Attribution-ShareAlike 3.0 Unported License, To view a copy of this license, visit (11) (2) http:/creativecommons.org/licenses/by-sa/3.0/ or send a letter to Creative Commons, 171 Second Street, Suite 300, San Francisco, California, 94105, USA.