Designing Our

customer experiences

Friday, 7 March 14

Flow 1. Why design a customer experience?

2. How have other companies designed a customer experience?

3. Creating a customer experience for our different partners

4. Tips on account management & matching

Friday, 7 March 14

why design a customer experience?

Friday, 7 March 14

tips on account management

1. Fulfil promises2. Tailor your service to their needs3. Be honest about what is possible4. Keep every relevant stakeholder informed5. Understand partner expectations & adjust when necessary6. Communication is so so so important!

Ask VPs to share their experiences on managing their partners?

What have they done well & what has been challenging?

Friday, 7 March 14

why design a customer experience?

Friday, 7 March 14

argosArgos is going digital!

The challenge: The focus at the moment is in ensuring a customer ’s experience is consistent across the channels, making sure they feel they are dealing with the same company across mobile, stores and online.

There are many different customer journeys for Argos shoppers but says: “The one journey we are confident will continue is the journey to transacting digitally and collecting in store. That is already a big part of our business and in the future it will be the strongest area of growth.”

Friday, 7 March 14

different customer

experiences

Friday, 7 March 14

Three different customer

groups

1. Service2. Fast Track

3. Pay & Collect

What are the different needs of these groups?

Brainstorm these in your 3 groups

Friday, 7 March 14

Think about these questions

when in the shop1. How do you feel when you walk in and around the shop?2. Can you find all of the information you needed easily?3. How do the staff communicate & engage with you?4. How is the experiences meeting your needs?5. What do you enjoy about your experience shopping there?

Friday, 7 March 14

Each group share their main

insights

Friday, 7 March 14

why design a customer experience?

Friday, 7 March 14

What do our current

partners think?

Ask for examples & provide relevant examples from different groups

Friday, 7 March 14

Creating a customer experience for our

partnersUse your empathy maps for your chosen market/ sector & different stakeholders.

1. Think about what would your partner needs & wants would be. 2. Divide what needs to happen up into different stages3. For each stage think about:

• Who is involved? • How do we want different people to feel at this stage?• What does your partner see or understand?• What do we need to communicate at this stage & how & to who?• What is happening behind the scenes?• What extra or different service can we provide to enhance the experience?

4. How would you utilise technology & people during this process. 5. Think back to the empathy maps - is this the experience that they would like and expect?

Friday, 7 March 14

everyone share their customer

experiences.

Friday, 7 March 14