Moments of truth mappi

ng

Why is it important?

Your client is not interested about what you

do but about the way you make him feel

What is it?

Is a visual representation about the way your

customers interacts with your brand in different

touchpoints

… that helps you to walk in your customer’s shoes

and see your business as your customer sees it

What do we do?

Firstly, we find what is your customer’s

story about the things you do at the

moment

… and what are his thoughts, emotions and

reactions

… in order to understand your customer’s

experience during his visit

… and discover what are the most relevant things

for him

How does this help you?

You will be able to create deliberate experiences

for your customer in the touchpoints considered

relevant by him

You

prioritize

your

actions

you identify the

opportunities for

improving your

services

You minimize negative

experiences

You will

anticipate

your

customer;s

whishes

Reduce the effort to

understand what the

customer wants from

you

When you offer to your customer the desired

experiences in every touchpoint with the business

… he will repay you for sure!

WHI ExperienceYour ultimate clientwww.fcmm.ro