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Customer Journey Map- Membership & Rebate Program

A step-by-step guide to every automated text, call, and win-back touchpoint in the AppFueled customer journey

AppFueled
Customer Journey Map
Every touchpoint from first booking to loyal customer — texts, calls, and win-backs.
Click steps to preview messages
Before appointment
 
1
 
Appointment added
When booked
Confirms the appointment immediately after booking is created.
Text message
2
 
Appointment reminder
1 day before
Reminds the customer of their upcoming appointment to reduce no-shows.
Text message
 
 
During visit
 
3
 
Visit in progress
When RO opens
Prompts membership enrollment while the vehicle is being worked on.
Text message
Declined service flagged
If any services are declined during the visit, a win-back sequence triggers automatically — see Phase 04 below.
 
 
After visit
 
4
 
Service receipt
When RO posted
Closes out the visit and prompts rebate enrollment while the transaction is fresh.
Text message
5
 
Next day satisfaction call
Day 1 after RO
Thank the customer and gather feedback. Send Google review link if feedback is positive.
Phone call
Two paths — call made or not made
Call made
Positive feedback
Google review canned message
Call center agent sends a canned message prompting a Google review.
Canned message
Negative feedback
No further action
Journey continues without a review request.
 
or
 
Call not made
05a — Follow-up text
Customer follow-up text
Sent 2 days after RO — gathers feedback.
Text message
If thumbs up or no response
Review invite is triggered
05b — Review invite
Review invite text
Sent 3 days after RO — requests a Google review.
Text message
 
 
Win-back — declined services only
 
6
 
Declined service reminder
Day 5 after RO
Attempts to recover the declined service sale — sent when no appointment has been booked.
Text message
Two paths based on whether the customer books
Appointment booked
Journey continues
Customer re-enters the normal flow from step 1.
Still not booked
Reopened missed sale call
Call made 10 days after RO — final attempt to recover the sale.
Phone call
Key Pre-visit texts During & post-visit Win-back sequence