ABACUS allows the understanding of the CX Lifecycle from the BP Group.

1. Awareness
Buy
In
Acquisi0on
Care
Use
Share
The
Customer
Experience
is
the
Process

2. Awareness
The
first
stage
in
the
customer
experience
lifecycle
is
“Awareness.”
This
is
the
stage
where
a
poten0al
customer
has
just
realized
he
has
a
need
that
your
product
or
service
could
fulfill.
Awareness

3. Awareness
He
may
or
may
not
be
aware
of
your
company
yet.
He’s
just
beginning
to
seek
out
solu0ons,
so
you
want
to
make
sure
that
your
processes
are
visible
and
easily
accessible
–
and
you
can
quickly
respond
to
any
ques0ons
or
comments
that
come
your
way.
Awareness

4. Buy-­‐In
Once
your
poten0al
customer
has
discovered
the
process,
he
begins
the
“Buy
In”
stage
in
the
process.
Your
prospec0ve
customers
will
also
have
instant
access
to
the
in0mate
opinions
of
friends,
acquaintances,
and
complete
strangers.
Buy
In

5. Buy-­‐In
Poten0al
customers
(known
as
Prosumers)
trust
the
opinions
of
their
peers
more
than
your
messages
or
even
those
of
thought
leaders
and
influencers.
84%
of
Millenials
say
social
opinions—even
from
people
they
don’t
know
well—influence
their
decisions.
Buy
In

6. Acquisi0on
Now
that
your
customer
has
understood
your
process
and
services,
he
feels
like
he’s
ready
to
make
an
informed
decision.
PuZng
their
cash
on
the
table
is
the
measure
of
the
rela0onship
that
you
are
developing.
Acquisi0on

7. Care
Once
you’ve
successfully
completed
acquisi0on,
you
want
to
make
sure
that
the
customers
first
“direct
Experience”
(ok,
every
Moment
of
Truth)
goes
well.
Care

8. Care
This
will
largely
determine
whether
they
become
a
sporadic
customer,
or
a
loyal,
regular
customer.
Care

9. Use
This
is
the
actual
using
of
the
product/service
and
process.
What
does
it
feel
like,
what
is
the
experience
really
like?
Some0mes
no
ma^er
how
good
your
process
is,
there
will
come
a
0me
when
a
customer
has
an
issue
that
requires
support.
Use

10. Use
The
way
that
you
handle
this
situa0on—the
systems
and
processes
set
up
for
assistance,
the
speed
and
quality
of
response,
the
relevance
of
content
available
for
them—will
all
impact
the
way
they
walk
away
feeling
about
your
performance.
Use

11. Share
Processes
that
deliver
Successful
Customer
Outcomes
get
talked
about.
Across
all
the
social
networks
and.
In
the
20th
C.
bad
experiences
would
be
repeated
to
20
people.
These
days
in
20
seconds
you
tell
millions
on
Twi^er.
Are
your
Moments
of
Truth
around
sharing
understood
and
working
well?
Share

12. Awareness
Buy
In
Acquisi0on
Care
Use
Share
The
Customer
Experience
is
the
Process