Customer Experience CX Overview m.health 2014

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A collection of my favorite CX Customer Experience strategic visuals

A collection of my favorite CX Customer Experience strategic visuals

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  • 1. Customer Experience Documenting the Road to Marketing Success Strategic CX Customer Experience Elements
  • 2. Customer Experience Documenting the Road to Marketing Success Journey Mapping Process
  • 3. Example: Movie Rental Redbox
  • 4. Customer Experience Mapping: Documenting the Road to Marketing Success Healthcare
  • 5. Patient Journey Chronic Condition ONSET OF SYMPTOMS SPECIALIST DIAGNOSIS ONGOING TREATMENT Patient visits PCP Patient sees specialist Patient lives with condition  Preliminary diagnosis made  Specialist diagnoses patient  Specialist referral  Treats patient  Ongoing treatment as part of augmented lifestyle  Discharges patient with treatment plan  PCP often responsible for aided ongoing care
  • 6. Disease Life Cycle: Customer’s Journey Through Their Disease
  • 7. Ecosystem – Integrated, Non-Linear Experience Mobile Point of Care eDetailing PharmaCo Online Pubs Web site experience Social Media Web Video Sales force
  • 8. The Virtuous Cycle of Content Marketing 5 Create and promote optimized content and assets 1 4 2 5 1 Traffic and community help research; develop and further grow social networks for content and SEO KOL 4 3 1 3 5 2 PharmaCo Content is noticed, shared, and voted on; awareness grows 5 5 4 2 1 1 KOL 3 4 2 4 Increased links & social exposure grow search and referral traffic 3 Increased exposure attracts more subscribers, fans, friends, followers, and links 2 3
  • 9. Customer Experience Mapping: Documenting the Road to Marketing Success CX Customer Experience Journey Maps Various Examples
  • 10. Digital TouchPoints! Experience Development Web, Mobile, Kiosk
  • 11. Digital Experience Creation darmano.typepad.com/logic_emotion