Topics: (1) Customer experience; (2) Customer journey map; and (3) Product sales strategy

0:00 Introduction
5:59 Customer experience
9:17 Stages of consumption process
17:54 Customer service
19:28 Benefits of customer service
24:20 Customer care activities
25:36 SEDPI social microfinance personnel incentive and reward system
30:20 SEDPI social microfinance service delivery
32:17 Learning Wealth book customer review evaluation
35:38 Elements of customer care
36:33 SEDPI social microfinance delivery environment
38:22 SEDPI social microfinance SWEPP delivery promise
46:39 Customer journey map
48:03 Benefits of making a customer journey map
49:22 Steps in creating a customer journey map
49:49 SEDPI social investments customer personas
1:00:25 SEDPI social investments touchpoints
1:05:52 Sample customer journey maps
1:12:08 Product sales strategy
1:12:51 Marketing effort levels
1:18:02 Transactional versus relational marketing
1:19:57 Push and pull sales strategies
1:21:46 Developing a sales strategy for social enterprises