Ocs Example
2
Segments Description Desired Behaviors Business Value ently on your commu Use this space to descrbe this customer. Medium People you want to attract Opportunities to Engage Revenue Value Customer Type #1 How/where are they likely to engage with you. What do you want them to do? Why does the business care? High- Med- Low Example: Consumer Product Buyer: Repurchaser This consumer has purchased our product before and has, either because of a new feature or a failure of a previous product, decided to purchase again. They have generally purchased 2.3 (average) products before and fall into the standard age and demographic groups. They will usually come to the website 3-5 times before actually purchasing. Can engage on any of the 1-3 times they come to the site. Purchase will fewer visits. Shorter repurchase window Example: Competitor Customer Generally come to us because they are researching a purchase. Have not owned our product before and need to see a compairison of features and benefits… you get the idea.
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This is the partner document to the Forum One Presentation. This template is to be used to evaluate the opportunities and customer needs before you make the next evolution of your community.
Transcript of Ocs Example
Segments Description Desired Behaviors Business ValueCu
rren
tly o
n yo
ur c
omm
unity
Use this space to descrbe this customer. Why does the business care?
Purchase will fewer visits. Shorter repurchase window Medium
Peop
le y
ou w
ant t
o att
ract
Opportunities to Engage
Revenue Value
Customer Type #1
How/where are they likely to engage with you.
What do you want them to do?
High- Med- Low
Example: Consumer Product Buyer: Repurchaser
This consumer has purchased our product before and has, either because of a new feature or a failure of a previous product, decided to purchase again. They have generally purchased 2.3 (average) products before and fall into the standard age and demographic groups. They will usually come to the website 3-5 times before actually purchasing.
Can engage on any of the 1-3 times they come to the site.
Example: Competitor Customer
Generally come to us because they are researching a purchase. Have not owned our product before and need to see a compairison of features and benefits… you get the idea.
Segments
Exist Deliver Exist Deliver Exist Deliver
A B B D B C
Repurchasor
Second Question from this user
Educate me on products
Major Action they want #1: Example: Research Purchase
Major Action they want #2: Example: Get started with
product
Major Action they want #3 Example: Get help with broken
product
Copy segments from first page
What question would they ask? Example: What features does it have
Example Question: How do I use it?
Answer to product issue or question.
Other user: Competitive
Customer
Example: Is this product as good as the competition?
In yellow Boxes: Giveyourself/your site a grade on each customer question: First is does the content to answer the question exist? Second is do we deliver it to where the customer needs to
find it? I used A,B,C,D or F.
