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Touchpoints - The Road to Success

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Steven Zwerink illustrates the touchpoint model, designed to improve user experiences and bring delight to customers. Steven encourages simple designs and emotionally impact at all stages of product development. He bases all of this upon the extreme importance of any startup's first few customers.

This content was produced for the 2013 Mexico City Winter semester of the Founder Institute by Founder Institute mentor Steven Zwerink, traveling entrepreneur and lifestyle coach. Follow him on Twitter to learn more:
https://twitter.com/szwerink

Published in: Business
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Touchpoints - The Road to Success

  1. 1. An orange is an orange. It’s just an orange. Unless of course, If its a Sunkist Orange... (David Aaker)
  2. 2. The road to succes
  3. 3. The road to succes
  4. 4. The road to succes
  5. 5. TWO THINGS
  6. 6. 1. Your first customer TWO THINGS
  7. 7. 2. Touchpoints 1. Your first customer TWO THINGS
  8. 8. Embrace your first follower
  9. 9. Embrace your first follower There is no movement without the first follower.
  10. 10. Have the guts to stand out
  11. 11. Have the guts to stand out Be visible.
  12. 12. People need to be reminded more than they need to be instructed
  13. 13. People need to be reminded more than they need to be instructed
  14. 14. Touchpoints
  15. 15. Touchpoints A touch·point is the interface of a product, service or brand with customers, non-customers, employees and other stakeholders before, during, and after a transaction
  16. 16. Touchpoint Model
  17. 17. Touchpoint Model Consumer Activity
  18. 18. Touchpoint Model Shared Activity Consumer Activity Brand Activity
  19. 19. Shared Activity Consumer Activity Brand Activity Purchase cycle in time Latent Need Orientation Intention Transaction Consumption (Dis)satisfaction Touchpoint Model
  20. 20. Shared Activity Consumer Activity Brand Activity Purchase cycle in time Latent Need Orientation Intention Transaction Consumption (Dis)satisfaction Explore Determine Experience Evaluate Touchpoint Model
  21. 21. Shared Activity Consumer Activity Brand Activity Purchase cycle in time Latent Need Orientation Intention Transaction Consumption (Dis)satisfaction Explore Determine Experience Evaluate Attract Promise Deliver Confirm Touchpoint Model
  22. 22. Shared Activity Consumer Activity Brand Activity Engage Exchange Enjoy Extend Purchase cycle in time Latent Need Orientation Intention Transaction Consumption (Dis)satisfaction Explore Determine Experience Evaluate Attract Promise Deliver Confirm Touchpoint Model
  23. 23. Shared Activity Consumer Activity Brand Activity Engage Exchange Enjoy Extend Purchase cycle in time Latent Need Orientation Intention Transaction Consumption (Dis)satisfaction Explore Determine Experience Evaluate Attract Promise Deliver Confirm Touchpoint Model an example of a Consumer Journey
  24. 24. Shared Activity Consumer Activity Brand Activity Engage Exchange Enjoy Extend Purchase cycle in time Latent Need Orientation Intention Transaction Consumption (Dis)satisfaction Explore Determine Experience Evaluate Attract Promise Deliver Confirm Touchpoint Model an example of a Consumer Journey
  25. 25. Touchpoints
  26. 26. Design Storytelling Symfony Empathy Play Meaning Touchpoints
  27. 27. Design attractive, simple to use and makes an emotional connection
  28. 28. Storytelling providing just data is not sufficient your brand has to tell a story
  29. 29. Symphony Your message has to be part of the big picture
  30. 30. Empathy Being able to relate to your customers. Being able to use all your senses as if you were in their shoes.
  31. 31. Empathy Being able to relate to your customers. Being able to use all your senses as if you were in their shoes.
  32. 32. Play We are here to have a good time. Both at home and at the office
  33. 33. Meaning Enable to pursue more significant desires: purpose, transcendence, and spiritual fulfillment.
  34. 34. An orange is an orange. It’s just an orange. Unless of course, If its a Sunkist Orange... (David Aaker)

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