--- title: Customer Journey Map- Membership & Rebate Program description: A step-by-step guide to every automated text, call, and win-back touchpoint in the AppFueled customer journey --- [Skip to content](https://appfueled.com/help/customer-journey-map-membership-rebate-program#main-content) [More support](https://appfueled.com/help/kb-tickets/new?hsLang=en-us) ![AppFueled](https://appfueled.com/hs-fs/hubfs/appfueled-logo.png?width=250&height=100&name=appfueled-logo.png) Open main navigation Close main navigation - [More support](https://appfueled.com/help/kb-tickets/new) - [Submit Ticket](https://appfueled.com/support) [Submit Ticket](https://appfueled.com/support?hsLang=en-us) How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://appfueled.com/help?hsLang=en-us) 2. [Templates/Automated Texts & Emails](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us) 3. [Recommended Customer Journey](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#recommended-customer-journey) # 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 Preview example message 2   Appointment reminder 1 day before Reminds the customer of their upcoming appointment to reduce no-shows. Text message Preview example message     During visit   3   Visit in progress When RO opens Prompts membership enrollment while the vehicle is being worked on. Text message Preview example 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 Preview example 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 Preview 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 Preview 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 Preview 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 Preview example 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       9:41 AM ● ● ● AF AppFueled Shop Text Message     Purpose Link in this message Where does this go? URL   In the actual text message, this link is tappable and opens directly in the customer's browser. Open link   - [Staff](https://appfueled.com/help/staff?hsLang=en-us) - [Reports](https://appfueled.com/help/reports?hsLang=en-us#main-content) - [Templates/ Automated Texts](https://appfueled.com/help/reports?hsLang=en-us#templates-automated-texts) - [Call Center](https://appfueled.com/help/call-center?hsLang=en-us#main-content) - [Admin](https://appfueled.com/help/call-center?hsLang=en-us#admin) - [Call Center Agent Training](https://appfueled.com/help/call-center?hsLang=en-us#call-center-agent-training) - [Phone Number](https://appfueled.com/help/call-center?hsLang=en-us#phone-number) - [Calls Made by Staff/ Service Advisors](https://appfueled.com/help/call-center?hsLang=en-us#calls-made-by-staff-service-advisors) - [Booking Tool](https://appfueled.com/help/booking-tool?hsLang=en-us#main-content) - [Scheduling](https://appfueled.com/help/booking-tool?hsLang=en-us#scheduling) - [Billing](https://appfueled.com/help/billing?hsLang=en-us) - [Rebates](https://appfueled.com/help/rebates?hsLang=en-us) - [Reviews](https://appfueled.com/help/reviews?hsLang=en-us) - [Canned Notes](https://appfueled.com/help/canned-notes?hsLang=en-us) - [Compliance and Legal](https://appfueled.com/help/compliance-and-legal?hsLang=en-us) - [Templates/Automated Texts & Emails](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#main-content) - [Slow Day](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#slow-day) - [Custom Blast](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#custom-blast) - [Recommended Customer Journey](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#recommended-customer-journey) - [Additional CRM Texts/Templates](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#additional-crm-texts-templates) - [SMS Integration](https://appfueled.com/help/sms-integration?hsLang=en-us) - [Merge Tags](https://appfueled.com/help/merge-tags?hsLang=en-us) - [Customer Profile](https://appfueled.com/help/customer-profile?hsLang=en-us) - [Membership](https://appfueled.com/help/membership?hsLang=en-us) - [Referral Codes](https://appfueled.com/help/referral-codes?hsLang=en-us) - [SPAM](https://appfueled.com/help/spam?hsLang=en-us) - [Sidekick Ninja](https://appfueled.com/help/sidekick-ninja?hsLang=en-us) - [Coupons](https://appfueled.com/help/coupons?hsLang=en-us) - [Apple Developer Account](https://appfueled.com/help/apple-developer-account?hsLang=en-us) - [User Types](https://appfueled.com/help/user-types?hsLang=en-us) - [Star Rewards](https://appfueled.com/help/star-rewards?hsLang=en-us) - [App Design](https://appfueled.com/help/app-design?hsLang=en-us) [![AppFueled](https://appfueled.com/hs-fs/hubfs/appfueled-logo.png?width=250&height=100&name=appfueled-logo.png "AppFueled")](https://appfueled.com/?hsLang=en-us) #1 app builder platform for auto repair shops since 2015 **Unlike any other CRM, 🚀 launch your first app like a pro!** [mailto:get@appfueled.com](mailto:get@appfueled.com) Copyright © 2025 AppFueled™ | All rights reserved.