Ocs Example

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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.

description

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

Page 1: 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.

Page 2: Ocs Example

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.