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02/27/2015

Prepared by: Peter Spannagle, Principal UX Architect at Mobiquity

TOMSCustomer Experience Map

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One for One defines TOMS

TOMS value depends on products, but also includes giving and being part of a larger movement of like minded people

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Guiding Hypotheses: Customer Mindset

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The journey from Brand Awareness to Brand Advocacy is non-linear and doesn’t require buying anything

Double down on product (value, quality, style) and what’s most meaningful to customers: giving and improving lives

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18 Customer Touchpoints

Brand Awareness Brand Advocacy

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Customer Experience Map (Workshop)

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Integrate Channels to improve the Customer Experience

How to re-ignite the TOMS brand?

Guiding Principles

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Accelerate progress from Brand Awareness to Brand Advocacy

Reduce customer confusion around Products

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Stages of the Customer Journey

Brand Awareness Shop/Reward Brand Advocacy

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Brand Aware to Advocate Loop

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Shop/Reward Loop

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Linear, Nonlinear and Time Based Processes

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Journey Model

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Qualitative Insights

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Journey Model

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Qualitative Insights

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Journey Model

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Qualitative Insights

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Journey Model

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Qualitative Insights

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Journey Model

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Qualitative Insights

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Quantitative Experience: Pending

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Takeaways

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Takeaways

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Takeaways

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We make mobile simple

You make mobile matter❤