PowerPoint Presentation
THE CUSTOMER EXPERIENCE ECO SYSTEM
4 part series
By CHANTEL BOTHA | [email protected] | FEB 2017
RATIONAL
EMOTIONALSENSORYCUSTOMER Experience IS
By CHANTEL BOTHA | [email protected] | FEB 2017
It comprises of three aspects:
RationalEmotional and Sensory2
RATIONAL
EMOTIONALSENSORYDid I achieve my goal?Was it good value?
CUSTOMER Experience IS
By CHANTEL BOTHA | [email protected] | FEB 2017
Rational looks at the aspects, like did the client achieve their goal. Was it good value.
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RATIONAL
EMOTIONALSENSORYDid it make me feel goodDid I feel good about myself?Do I have a good story to tell?
CUSTOMER Experience IS
By CHANTEL BOTHA | [email protected] | FEB 2017
Emotional includes whether it made the client feel good about themselves. Did they have a good story to tell after the interaction with our brand.4
RATIONAL
EMOTIONALSENSORYSee Hear Taste Smell Feel
CUSTOMER Experience IS
By CHANTEL BOTHA | [email protected] | FEB 2017
Sensory includes the aspects of sight, hearing, taste, smell and feel.
Lets look at the next video for a quick definition.
5
By CHANTEL BOTHA | [email protected] | FEB 2017
YOU CANNOT, NOT, HAVE AN EXPERIENCE.LOU CARBONE
By CHANTEL BOTHA | [email protected] | FEB 2017
Lou Carbone says, You cannot, not have an experience. It is more about how haphazard or well managed the experience is.7
THE CUSTOMER EXPERIENCE ECO-SYSTEM
By CHANTEL BOTHA | [email protected] | NOV 2016
By CHANTEL BOTHA | [email protected] | FEB 2017
1.THE WORLD OFTHE CUSTOMER
By CHANTEL BOTHA | [email protected] | FEB 2017
2.HOW TO DESIGNFOR THE CUSTOMER
By CHANTEL BOTHA | [email protected] | FEB 2017
3.CROSS CHANNELEXPERIENCE PORTABILITY
By CHANTEL BOTHA | [email protected] | FEB 2017
4.THE EMPLOYEE ANDTHEIR EXPERIENCE
By CHANTEL BOTHA | [email protected] | FEB 2017
Story with actors and stagesThe story is seen from the perspective of the customerThe story focuses on facts but also emotions and empathyWHAT IS A CUSTOMER JOURNEY MAP?
By CHANTEL BOTHA | [email protected] | FEB 2017
CUSTOMER JOURNEY MAPOnce upon a time What happens next? Why? What happened before? What emotions are the customer feeling? What is the time lapse? What does the customer see, think, experience?
I am excited aboutThey really made me feel confidentI was anxiousI disengage
By CHANTEL BOTHA | [email protected] | FEB 2017
TYPES OF MAPSAS IS MapService Blueprints
Brand new product/businessAspirational
By CHANTEL BOTHA | [email protected] | FEB 2017
WAYS OF JOURNEY MAPPINGMap with customersDraw the storyMap with multi-disciplinary internal teamBuild the story
By CHANTEL BOTHA | [email protected] | FEB 2017
By CHANTEL BOTHA | [email protected] | FEB 2017
By CHANTEL BOTHA | [email protected] | FEB 2017
THE BENEFITS OF JOURNEY MAPPING
Oh is that how it works? - AlignmentThat is not how it works - Constructive debateSurely that is not right Corrective designWhy do we do that? Critical EvaluationWhat about that empty space Eliminate white space
We should . Innovation
By CHANTEL BOTHA | [email protected] | FEB 2017
By CHANTEL BOTHA | [email protected] | FEB 2017
By CHANTEL BOTHA | [email protected] | FEB 2017
By CHANTEL BOTHA | [email protected] | FEB 2017
By CHANTEL BOTHA | [email protected] | FEB 2017
HOW TO IMPROVE JOURNEYS
By CHANTEL BOTHA | [email protected] | FEB 2017
24
Smooth out the emotionsUpstream solutions earlier in the journeyEarly investment in relationship strong startStretch outside your solution space (prolong greatness)Strong endSmooth transitions
By CHANTEL BOTHA | [email protected] | FEB 2017
25
Remove skips, jumps and white spaceAmplify positive peaksRe-order momentsRe-imagine the journey
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By CHANTEL BOTHA | [email protected] | FEB 2017
26
QUESTIONS
By CHANTEL BOTHA | [email protected] | FEB 2017