The 7 Essentials of Customer Experience
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Essentials of Customer Experience Customer Experience heuristics for business success
description
The fundamental tenets of great customer experiences are comprised of these 7 essentials components. This presentation summarises a new model for measuring and describing customer experience.
Transcript of The 7 Essentials of Customer Experience
Essentials of Customer Experience Customer Experience heuristics for business success
Experience Promises
The Essentials
Predictability
Predictability
What I think I’ll get
What you actually get
Predictability
EducationStatus
SamplesControls
Patterns Mental modelsConsistencyProcess
Efficiency
Efficiency
From “Stop Trying to Delight Your Customers”, HBR, July-August 2010
CES
Convenience
Personality
Personal
Advocacy
Affirming
What’s in it for you
A structure to communicate
with
A system to measure “experience”
Improve the experience of design thinking
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Better thinking. Better experiences. Better results.TM
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