Customer Experience CX Overview m.health 2014

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A collection of my favorite CX Customer Experience strategic visuals

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Customer Experience CX Overview m.health 2014

  1. 1. Customer Experience Documenting the Road to Marketing Success Strategic CX Customer Experience Elements
  2. 2. Customer Experience Documenting the Road to Marketing Success Journey Mapping Process
  3. 3. Example: Movie Rental Redbox
  4. 4. Customer Experience Mapping: Documenting the Road to Marketing Success Healthcare
  5. 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. 6. Disease Life Cycle: Customer’s Journey Through Their Disease
  7. 7. Ecosystem – Integrated, Non-Linear Experience Mobile Point of Care eDetailing PharmaCo Online Pubs Web site experience Social Media Web Video Sales force
  8. 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. 9. Customer Experience Mapping: Documenting the Road to Marketing Success CX Customer Experience Journey Maps Various Examples
  10. 10. Digital TouchPoints! Experience Development Web, Mobile, Kiosk
  11. 11. Digital Experience Creation darmano.typepad.com/logic_emotion

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