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The 7 Essentials of Customer Experience

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The 7 Essentials of Customer Experience

  1. 1. Essentials of Customer Experience <br />Customer Experience heuristics for business success<br />
  2. 2. Experience Promises<br />
  3. 3.
  4. 4. The Essentials <br />
  5. 5. Predictability<br />
  6. 6. Predictability<br />Patterns <br />Mental models<br />Consistency<br />Process<br />What I think I’ll get<br />What you actually get<br />Predictability<br />Education<br />Status<br />Samples<br />Controls<br />
  7. 7. Efficiency<br />
  8. 8. Efficiency<br />CES<br />From “Stop Trying to Delight Your Customers”, HBR, July-August 2010<br />
  9. 9. Convenience<br />
  10. 10. Personality<br />
  11. 11. Personal<br />
  12. 12. Advocacy<br />
  13. 13. Affirming<br />
  14. 14. What’s in it for you<br />
  15. 15. A structure to communicate with<br />
  16. 16. A system to measure “experience”<br />
  17. 17. Improve the experience of design thinking<br />
  18. 18. Join the conversation!<br />www.uxmag.com<br />DifferentSolutions/the-7-essentials-of-customer-experience<br />
  19. 19. Better thinking. Better experiences. Better results.TM<br />www.different.com.au<br />Follow us: @DifferentUX, @colfelt, @madeinlafrance<br />

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