Ocs Example
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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.