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Customer Journey Festival (Festival = happy occasion (satisfaction (high,…
Customer Journey Festival
Pre / During / Post
Festival = happy occasion
good mood
spare time
no problems
happpines base line
satisfaction
high
low
recommendation to others
customer
what kind of customer
target group
customer segmentation
wishes and needs of this particular target group
personal customer journey
how to keep the customer satisfied
touchpoints
different touchpoints
emotional touchpoints
specific touchpoints where it could go wrong
touchpoints with a specific norm
disappointment if it goes wrong
should automatically go great
not a surprise if it is a disappointment touchpoint
Tikkie
Lockers
transport
pay before / after
festival pass
people spend more
not pay with money but with coins