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The Science of Customer Experience

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We have got to get scientific about the customer experience. CXRating.com is a new company intent on delivering that promise. Here we look at Customer Experience Mapping using the BP Groups ABACUS …

We have got to get scientific about the customer experience. CXRating.com is a new company intent on delivering that promise. Here we look at Customer Experience Mapping using the BP Groups ABACUS toolset.

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  • 1. www.cxrating.com © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS An Overview of CXMapping using the ABACUS toolkit from the BP Group www.cxrating.com
  • 2. www.cxrating.com AWARENESS DISCOVER AWARENESS SEARCH BUY IN RESEARCH BUY IN COMPARE BUY IN DECIDE USE CARE SUPPORT SHARE USE CUSTOMIZE SHARE SHARE SEARCH > > > < < < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL ACQUISITION © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY CARE > SHARE USE
  • 3. www.cxrating.com WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  • 4. www.cxrating.com > < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  • 5. www.cxrating.com AWARENESS DISCOVER > < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  • 6. www.cxrating.com AWARENESS DISCOVER AWARENESS SEARCH > < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  • 7. www.cxrating.com AWARENESS DISCOVER AWARENESS SEARCH BUY IN RESEARCH > < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  • 8. www.cxrating.com AWARENESS DISCOVER AWARENESS SEARCH BUY IN RESEARCH BUY IN COMPARE > < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  • 9. www.cxrating.com AWARENESS DISCOVER AWARENESS SEARCH BUY IN RESEARCH BUY IN COMPARE BUY IN DECIDE > < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  • 10. www.cxrating.com AWARENESS DISCOVER AWARENESS SEARCH BUY IN RESEARCH BUY IN COMPARE BUY IN DECIDE > < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL ACQUISITION © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  • 11. www.cxrating.com AWARENESS DISCOVER AWARENESS SEARCH BUY IN RESEARCH BUY IN COMPARE BUY IN DECIDE > > < < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL ACQUISITION © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  • 12. www.cxrating.com AWARENESS DISCOVER AWARENESS SEARCH BUY IN RESEARCH BUY IN COMPARE BUY IN DECIDE CARE > > < < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL ACQUISITION © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  • 13. www.cxrating.com AWARENESS DISCOVER AWARENESS SEARCH BUY IN RESEARCH BUY IN COMPARE BUY IN DECIDE CARE CARE SUPPORT > > < < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL ACQUISITION © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  • 14. www.cxrating.com AWARENESS DISCOVER AWARENESS SEARCH BUY IN RESEARCH BUY IN COMPARE BUY IN DECIDE CARE CARE SUPPORT SHARE > > < < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL ACQUISITION © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  • 15. www.cxrating.com AWARENESS DISCOVER AWARENESS SEARCH BUY IN RESEARCH BUY IN COMPARE BUY IN DECIDE CARE CARE SUPPORT SHARE USE CUSTOMIZE > > < < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL ACQUISITION © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  • 16. www.cxrating.com AWARENESS DISCOVER AWARENESS SEARCH BUY IN RESEARCH BUY IN COMPARE BUY IN DECIDE CARE SUPPORT SHARE USE CUSTOMIZE > > < < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY CARE ACQUISITION > <
  • 17. www.cxrating.com AWARENESS DISCOVER AWARENESS SEARCH BUY IN RESEARCH BUY IN COMPARE BUY IN DECIDE CARE USE CARE SUPPORT SHARE USE CUSTOMIZE > > > < < < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL ACQUISITION © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  • 18. www.cxrating.com AWARENESS DISCOVER AWARENESS SEARCH BUY IN RESEARCH BUY IN COMPARE BUY IN DECIDE CARE USE CARE SUPPORT SHARE USE CUSTOMIZE > > > < < < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL ACQUISITION © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  • 19. www.cxrating.com AWARENESS DISCOVER AWARENESS SEARCH BUY IN RESEARCH BUY IN COMPARE BUY IN DECIDE CARE USE CARE SUPPORT SHARE USE CUSTOMIZE SHARE SEARCH > > > < < < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL ACQUISITION © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  • 20. www.cxrating.com AWARENESS DISCOVER AWARENESS SEARCH BUY IN RESEARCH BUY IN COMPARE BUY IN DECIDE CARE USE CARE SUPPORT SHARE USE CUSTOMIZE SHARE SHARE SEARCH > > > < < < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL ACQUISITION © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  • 21. www.cxrating.com AWARENESS DISCOVER AWARENESS SEARCH BUY IN RESEARCH BUY IN COMPARE BUY IN DECIDE CARE USE CARE SUPPORT SHARE USE CUSTOMIZE SHARE SHARE SEARCH > > > < < < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL ACQUISITION © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  • 22. www.cxrating.com AWARENESS DISCOVER AWARENESS SEARCH BUY IN RESEARCH BUY IN COMPARE BUY IN DECIDE USE CARE SUPPORT SHARE USE CUSTOMIZE SHARE SHARE SEARCH > > > < < < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL ACQUISITION © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY CARE > SHARE USE
  • 23. www.cxrating.com © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS An Overview of CXMapping using the ABACUS toolkit from the BP Group