CX with ABACUS_Consumer_Process

Steve Towers, CEO and CPP Champion
Steve Towers, CEO and CPP ChampionCEO BP Group, Academy of Customer Experience Board, ISLSS Advisor, BPM Author & Keynote, PEX Judge, PMI, CX Authority at Process Excellence Network (PEX Network & BPGroup)
www.cxra'ng.com	
   ©	
  CXRATING	
  2013	
  
CUSTOMER	
  
EXPERIENCE	
  
MAPPING	
  
WITH	
  ABACUS	
  
An	
  Overview	
  	
  
of	
  CXMapping	
  	
  
using	
  the	
  	
  
ABACUS	
  toolkit	
  	
  
from	
  the	
  BP	
  Group	
  
www.cxra'ng.com	
  
www.cxra'ng.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.	
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  SOCIAL	
  
ACQUISITION	
  
©	
  CXRATING	
  2013	
  
CUSTOMER	
  
EXPERIENCE	
  
MAPPING	
  
WITH	
  ABACUS	
  
KEY	
  
CARE	
  
>	
  
<	
  
SHARE	
  
USE	
  
www.cxra'ng.com	
  
	
  	
  	
  	
  WEB	
  
	
  CO.	
  WEB	
  
	
  	
  	
  	
  	
  	
  	
  	
  	
  MOBILE	
  
BRANCH/STORE	
  
	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  CALL	
  CENTRE	
  
	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  SOCIAL	
   ©	
  CXRATING	
  2013	
  
CUSTOMER	
  
EXPERIENCE	
  
MAPPING	
  
WITH	
  ABACUS	
  
KEY	
  
www.cxra'ng.com	
  
>	
  
<	
  
	
  	
  	
  	
  WEB	
  
	
  CO.	
  WEB	
  
	
  	
  	
  	
  	
  	
  	
  	
  	
  MOBILE	
  
BRANCH/STORE	
  
	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  CALL	
  CENTRE	
  
	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  SOCIAL	
   ©	
  CXRATING	
  2013	
  
CUSTOMER	
  
EXPERIENCE	
  
MAPPING	
  
WITH	
  ABACUS	
  
KEY	
  
www.cxra'ng.com	
  
AWARENESS	
  
	
  	
  	
  	
  DISCOVER	
  
>	
  
<	
  
	
  	
  	
  	
  WEB	
  
	
  CO.	
  WEB	
  
	
  	
  	
  	
  	
  	
  	
  	
  	
  MOBILE	
  
BRANCH/STORE	
  
	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  CALL	
  CENTRE	
  
	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  SOCIAL	
   ©	
  CXRATING	
  2013	
  
CUSTOMER	
  
EXPERIENCE	
  
MAPPING	
  
WITH	
  ABACUS	
  
KEY	
  
www.cxra'ng.com	
  
AWARENESS	
  
	
  	
  	
  	
  DISCOVER	
  
AWARENESS	
  
	
  	
  	
  	
  	
  SEARCH	
  
>	
  
<	
  
	
  	
  	
  	
  WEB	
  
	
  CO.	
  WEB	
  
	
  	
  	
  	
  	
  	
  	
  	
  	
  MOBILE	
  
BRANCH/STORE	
  
	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  CALL	
  CENTRE	
  
	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  SOCIAL	
   ©	
  CXRATING	
  2013	
  
CUSTOMER	
  
EXPERIENCE	
  
MAPPING	
  
WITH	
  ABACUS	
  
KEY	
  
www.cxra'ng.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	
  
www.cxra'ng.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	
  
www.cxra'ng.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	
  
www.cxra'ng.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	
  
www.cxra'ng.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	
  
www.cxra'ng.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	
  
www.cxra'ng.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	
  
www.cxra'ng.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	
  
www.cxra'ng.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	
  
www.cxra'ng.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	
  
>	
  
<	
  
www.cxra'ng.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	
  
www.cxra'ng.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	
  
www.cxra'ng.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	
  
www.cxra'ng.com	
  
AWARENESS	
  
	
  	
  	
  	
  DISCOVER	
  
AWARENESS	
  
	
  	
  	
  	
  	
  SEARCH	
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  IN	
  
	
  	
  	
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BUY	
  IN	
  
	
  	
  	
  DECIDE	
  
CARE	
  
USE	
  
CARE	
  
	
  	
  	
  	
  SUPPORT	
  
SHARE	
  
USE	
  
	
  	
  	
  	
  	
  CUSTOMIZE	
  
SHARE	
  
SHARE	
  
	
  	
  	
  	
  	
  	
  SEARCH	
  
>	
  
>	
  
>	
  
<	
  
<	
  
<	
  
	
  	
  	
  	
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  WEB	
  
	
  	
  	
  	
  	
  	
  	
  	
  	
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BRANCH/STORE	
  
	
  	
  	
  	
  	
  	
  	
  	
  	
  	
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  SOCIAL	
  
ACQUISITION	
  
©	
  CXRATING	
  2013	
  
CUSTOMER	
  
EXPERIENCE	
  
MAPPING	
  
WITH	
  ABACUS	
  
KEY	
  
www.cxra'ng.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	
  
www.cxra'ng.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	
  
www.cxra'ng.com	
   ©	
  CXRATING	
  2013	
  
CUSTOMER	
  
EXPERIENCE	
  
MAPPING	
  
WITH	
  ABACUS	
  
An	
  Overview	
  	
  
of	
  CXMapping	
  	
  
using	
  the	
  	
  
ABACUS	
  toolkit	
  	
  
from	
  the	
  BP	
  Group	
  
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CX with ABACUS_Consumer_Process

  • 1. www.cxra'ng.com   ©  CXRATING  2013   CUSTOMER   EXPERIENCE   MAPPING   WITH  ABACUS   An  Overview     of  CXMapping     using  the     ABACUS  toolkit     from  the  BP  Group   www.cxra'ng.com  
  • 2. www.cxra'ng.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.cxra'ng.com          WEB    CO.  WEB                    MOBILE   BRANCH/STORE                      CALL  CENTRE                                                        SOCIAL   ©  CXRATING  2013   CUSTOMER   EXPERIENCE   MAPPING   WITH  ABACUS   KEY  
  • 4. www.cxra'ng.com   >   <          WEB    CO.  WEB                    MOBILE   BRANCH/STORE                      CALL  CENTRE                                                        SOCIAL   ©  CXRATING  2013   CUSTOMER   EXPERIENCE   MAPPING   WITH  ABACUS   KEY  
  • 5. www.cxra'ng.com   AWARENESS          DISCOVER   >   <          WEB    CO.  WEB                    MOBILE   BRANCH/STORE                      CALL  CENTRE                                                        SOCIAL   ©  CXRATING  2013   CUSTOMER   EXPERIENCE   MAPPING   WITH  ABACUS   KEY  
  • 6. www.cxra'ng.com   AWARENESS          DISCOVER   AWARENESS            SEARCH   >   <          WEB    CO.  WEB                    MOBILE   BRANCH/STORE                      CALL  CENTRE                                                        SOCIAL   ©  CXRATING  2013   CUSTOMER   EXPERIENCE   MAPPING   WITH  ABACUS   KEY  
  • 7. www.cxra'ng.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  
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  • 11. www.cxra'ng.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  
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  • 16. www.cxra'ng.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   >   <  
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  • 19. www.cxra'ng.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  
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  • 21. www.cxra'ng.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.cxra'ng.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.cxra'ng.com   ©  CXRATING  2013   CUSTOMER   EXPERIENCE   MAPPING   WITH  ABACUS   An  Overview     of  CXMapping     using  the     ABACUS  toolkit     from  the  BP  Group