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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The Science of Customer Experience Presentation Transcript

  • 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