7245b26a4af565344940325c5edca045.jpg - Customer Journey Map...

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Unformatted text preview: Customer Journey Map This map is a represenmlion oflhe current experience of severe Con-way customers who have had varying degrees of memes inistading wilh Don-way representaflves. Customer Type chumml ' NW cum who llld spasm Mum or success“ dellm or Inch-m ‘ Rmm custom who lead missed Marius Frolic! - SIM! Io medulla sized business vellum EZE Irenseciinns - Bum"! uul oie mid-not - Luge 323 human doing million mmafiiuna Mal) KW Service Ehmls 0‘ Pn'ulofPu'I (mesa! mm 63‘ Pn'mtofDeliuht {mm M} 3‘ Wm Tim. (3* Tu.» W maxim: @- Time Taken (nag-awe} Awareness 'TWm-Defldmfi' - Rm ed would!!! Iwoirlnum .nmaml 91 4. IN!“ Ac‘livityflnteractiom ? i i Q. Touchpoints Emotiontlntenefly @- Q Engagement IN-Deiiveu mm a IMWM 0‘ l -e-mn.wmimh l «Tidal? -mw«w~wul§' 4. IFhlwwhdwlmw'l)‘ i INWWMWWW _y «imam-m -mmmwm Imifllhmemlmb .Wumpmmfl If mmwmflifimmfl I NM Mummm ' MIMI“ “M Mr dwml.“ .mlmmmml -W-mdhmex .Wumpwm Gs |Dllhllr¥ Mn“ .mummmh emu Imumlmm .mmmummm E? -&uhnnwlmm -mopmmi-qm -lecqlauhm.mm lac-ION: -mmmmmm 9' On boarding ‘mwwmm l -euvullnn¢mliom Ind!) 4. - L:nhumy|m|t¥,dfliru [3' -0|mrmiummur 4. .lecmmamm l 4. .mm mlmmm ,L —r a! $9: - mm WI: mm. m ‘ W M mu mldmm ammnh ‘ Tm“: m. “In Nb ‘ Sniclll Mid um: IIIIII -mml a ‘ Bow"! rem:mll min-mammal: uni ‘UIMOIMWIIII’I: Munch 'P-Immlmithl .mmmmmm I: .quaM‘m -smumqmmmzu 18Whu .mhemm E). ‘Dn-Iiwmllflmnfll 'Tnmlflmulwth' .smeem ammm e? -Rewuum .mnrunmq [if Active Customer | Noam“ -mnhmnwmw 0' |W§iFumm -manmmuwu helium IWMWDMM -mmmwm |Mnlllhmellllwb .Wumpmmfl mmwmhnemfl -wmm:umll.ww IMIMM lent-la m dmemallmw umlrlsiwmyml o1 IWIMWM .Wumphm |Delivwmanht 13' .speeummwra «mud -Wmmvwm .numnrmuwosn mum Mummy-u 'WM'NWM‘WB -mnmunh[mm dwerm Issue Resolution 4. .mmum 4. «aimedmflm 'Immlm —P - MI W mll. Ml ‘OWFMIIWI mm amlmh emhmem: MW!) 'Brlflhl “unwarmli -8nnme.mll a ‘P'Ifll’llmh «WNW mm in .Tmcinvgam:h -Speelllmmm1he 'Bl'nlhurh v 'Pmlmm. ripe-run ‘WMM mm mm,an Jami-mammalian” amullwflmmwmn. ripe-run -emmm .Bmerl lame: GP Retention 'Cvcie ah -Mmmmuk 4. @9me 0' l -cm-e-ulmm 4. mammal: l 'Modil. hrlld. MFR “Manual-II d -mereulmln:uml bmmemll rammilmpmmtmilaveh bDImecennlM-zb 'Mbod WWI!!!” file-human .mm:m DMWDMDMIW .mmtlnumphnmm palm Dwmmnmn d .Mmpwappamvtpmm -mmm,num OPPORTUNI'HES TO llPROVEJENH-HNCE $EV|CE @1-Ouemmrmm (if-EM manilfluflu.“ Gf- Immm Q‘- Dcdpllnoufien nn lulu-am. My mum 6- sun- alum. antiwar-wow Mn decal-”mm POINTS OF PAIN MID POSSIBLE WIGA‘I'ION G" , Imam "mum «Mahmud have 9“ . Eat-[b me. map: boll. new tom fl-Prohuiquw-m a-emmmmnmmmw um POINTS OF DELIGHT @1-oanmoamnr -MM .deeum -Epommdwnt -PwmuawP-| Jamar! E sun-imam"): SE a eeeaeae. ...
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