The Science of Customer Experience

1,951 views
1,827 views

Published on

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.

Published in: Business, Technology
0 Comments
4 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,951
On SlideShare
0
From Embeds
0
Number of Embeds
541
Actions
Shares
0
Downloads
44
Comments
0
Likes
4
Embeds 0
No embeds

No notes for slide

The Science of Customer Experience

  1. 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. 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. 3. www.cxrating.com WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  4. 4. www.cxrating.com > < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  5. 5. www.cxrating.com AWARENESS DISCOVER > < WEB CO. WEB MOBILE BRANCH/STORE CALL CENTRE SOCIAL © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS KEY
  6. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 23. www.cxrating.com © CXRATING 2013 CUSTOMER EXPERIENCE MAPPING WITH ABACUS An Overview of CXMapping using the ABACUS toolkit from the BP Group

×