The Customer Experience Matrix: A Tool for Collaborative Problem Solving, Strategy, and Innovation

Inexpensively Leapfrogging the Competition
THE CUSTOMER EXPERIENCE MATRIXA New Tool for Collaborative Problem Solving, Strategy, and InnovationDr. Rod King

TEMPLATES OFCUSTOMER EXPERIENCE MATRIX

Organic Customer Experience Matrix
Systematic Customer Experience Matrix

Organic Customer Experience Matrixfor Tools on: ……………………………………………….
Market Segment/Location: ………..……………………………………...
Copyright 2009. Dr. Rod King. rodkuhnking@sbcglobal.net &http://tradeoffmap.ning.com & http://twitter.com/RodKuhnKing

Systematic Customer Experience Matrixfor Tools on: ……………………………………………….
Key -> 1: Low level; 10: Extraordinary level
Customer Experience Quotient (CEQ) = Pain/Delight

EXAMPLES ON USE OF CUSTOMER EXPERIENCE MATRIX

Organic Customer Experience Matrixfor Tools on: Intercity Travel (Transportation)
Market Segment/Location: (Frequent) Intercity Travelers

Systematic Customer Experience Matrixfor Tools on: Intercity Travel (Transportation)
Market Segment/Location: (Frequent) Intercity Travelers

Organic Customer Experience Matrixfor Tools on: Collaborative Problem Solving, Strategy, and Innovation

Systematic Customer Experience Matrixfor Tools on: Collaborative Problem Solving, Strategy, and Innovation

TEMPLATE OFTRADE-OFF MAP

Trade-off Map of Experiences and Strategies for Tools on: …………………………………………………………………………………
Zero Trade-off-Experience
(cf. “Wrecking-ball moment”)
MARKET (CUSTOMER JOB): ……………………………………………………….
Period/Year: …………………………………
‘Hit’ Zone
High-end
SuperHit
Sweet Spot
Luxury Spot
Disruption Spot
Oasis
Volcano
DELIGHT:
Fidelity
Low-end
Green Ocean
No Man’s Land
Red Ocean
Fidelity Belly
Convenience
Inconvenience
PAIN: Inconvenience

REFERENCES
Christensen, C.M. (1997) The Innovator’s Dilemma. Boston: Harvard Business School (HBS) Press.
Kim, W.C.; Mauborgne, R. (2005) Blue Ocean Strategy. Boston: Harvard Business School (HBS) Press.
King, R. (2009) Fractal Box Thinking: A Simple Visual Tool for Total Problem Solving and Innovation. Fresno, California: TOAD Publishing.
Maney, K. (2009) Trade-Off. New York: Broadway Books.
Verganti, R. (2009) Design-Driven Innovation. Boston: Harvard Business School (HBS) Press.
Dr. Rod King

Thought Leader, Speaker, Consultant, and Trainer on Trade-Off Mapping & Customer Experience Innovation
rodkuhnking@sbcglobal.net & http://tradeoffmap.ning.com
http://twitter.com/RodKuhnKing