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Five Forces of Customer Experience Management

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Paul Ward (璞文德)
Paul Ward (璞文德)

A very basic introduction to the Paul K. Ward's model of the Five Forces of Customer Experience, which translates key sector forces (Porter) into a customer-centric viewpoint. On this framework most of the customer behavioral, marketing, cognitive and competitive strategies can find clearer value and integration.

Business
1 of 16
The Five Forces of CEM ,[object Object]
 
1. The Customer ,[object Object],[object Object],[object Object],[object Object]
2. Networks of Data ,[object Object],[object Object],[object Object],[object Object]
3. Networks of Opinion ,[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],Net Promoter Score
Net Promoter Score Source: Marsden, Samson, Upton, The London School of Economics, Advocacy Drives Growth, September 2005
4. Company’s Character ,[object Object],[object Object],[object Object],[object Object]
5. Experience ,[object Object],[object Object],[object Object]
Wal-Mart in Germany ,[object Object],[object Object]
The 5 Forces of CEM ,[object Object],[object Object],[object Object],[object Object]
The 5 Forces of CEM ,[object Object],Sproles & Kendall, CONSUMER STYLES INDEX PERFECTIONISM CONSCIOUSNESS BRAND CONSCIOUSNESS NOVELTY AND FASHION CONSCIOUSNESS RECREATIONAL AND HEDONISTIC SHOPPING CONSCIOUSNESS PRICE AND VALUE CONSCIOUSNESS IMPULSIVE AND CARELESS CONFUSED BY OVERCHOICE HABITUAL AND BRAND LOYAL
The 5 Forces of CEM ,[object Object],[object Object],German Consumer Decision-Making Styles Authors:  Gianfranco Walsh, Vincent-Wayne Mitchell, and Thorsten Hennig-Thurau
Hierarchies of Values Effect of cultural environment on earnings manipulation: A Five Asia-Pacific Country Analysis, Guan, Liming et al, The multinational business review, Volume 13, Number 2 Individualism Power Distance Uncertainty Avoidance Long-term Orientation Professionalism Uniformity Conservatism Secrecy Japan Low (46) High High High Low High High High Hong Kong Low (68) High Low High High High High Low Singapore Low (20) High Low High High High High Low Malaysia Low High Low High High High High Low Australia High (90) Low Low Low High Low Low Low
What Would You Do? ,[object Object],[object Object],[object Object]
What Would You Do? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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Five Forces of Customer Experience Management

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  • 7. Net Promoter Score Source: Marsden, Samson, Upton, The London School of Economics, Advocacy Drives Growth, September 2005
  • 8.
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  • 14. Hierarchies of Values Effect of cultural environment on earnings manipulation: A Five Asia-Pacific Country Analysis, Guan, Liming et al, The multinational business review, Volume 13, Number 2 Individualism Power Distance Uncertainty Avoidance Long-term Orientation Professionalism Uniformity Conservatism Secrecy Japan Low (46) High High High Low High High High Hong Kong Low (68) High Low High High High High Low Singapore Low (20) High Low High High High High Low Malaysia Low High Low High High High High Low Australia High (90) Low Low Low High Low Low Low
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