Customer Experience Map
IDEAL CATERING
delightful
POSITIVE MEMORY
NEUTRAL
NEGATIVE MEMORY
POSITIVE MEMORY
NEuTRAL
NEGATIVE MEMORY
Q UOTES
SUPPORTING
DATA
Finding Catering
Custtrners find aut the seWice
via
sebsite. marketirg motet. L s ,
you do
visitirp
m n tm mim_jtes to
tee Field To catering
athers dismissed the
it presented as
Many out To
via
aft« mnt t
Deciding on Catering
The caterer to
customer. marketirg
media. that they
reliable. consistent.
'they haw a lot fü in
tems of but
bæuu enterVig
But
people field Ta because
t f •ey like it
t f -ere is a that
enterprises a re less
Tt-O lack of marketing materials
t to get
of To Table is a
Ordering Catering
This is friendly
staff stne to
req.xsts
the day kitchen staff am
active in t h' client
d a a fw ttw
e—tty staff do
m m ut wh eth«
ttE rig ht
peaple with
days pass
get a or
Able to
take at fu L I
ot ttu
of of Field
to is
Receiving Catering
always arrives
the the
right temperatue. in the
right The are a
md they
hurt iS
ttwre. But it."
' it to a
Like, well.
hOß theyre coming'
is san•etimes Late
to the
C)
Eating & Presentation
Eating the is an
are The
ant explain
What of dish arc. and
which are far
which diets, Ttw
art
WS SO This iS
of ttw
p L Bbc.
it
receive the
item. me dient
a jar spicy chutney instead
the goad.
detracts it.
details of
Mall rim.
is
'Deled, s
CÆtÄ
Wrap-up. Follow up. Payment
is "tabbstwd picmp a rd a
last
is a to
Communicaüon & Experience
Customer Service
Customer Emotion
right away.
up with a in
or
trays keep Hu m
The nate
A a system
tt-n
af g of waste
a m willing to t with
ow.ly