seeing what your customers see
Post on 13-Sep-2014
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DESCRIPTION
Customer Experience presentation for SOBCon 2013: The Customer-Centric BusinessTRANSCRIPT
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See What Your Customers See
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Cognitive Dissonance.
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Cognitive Dissonance…is the discomfort experienced when simultaneously holding two or more conflicting cognitions: ideas, beliefs, values or emotional reactions. In a state of dissonance, people may sometimes feel "disequilibrium": frustration, hunger, dread, guilt, anger, embarrassment, anxiety, etc.
…people have a motivational drive to reduce dissonance by altering existing cognitions, adding new ones to create a consistent belief system, or alternatively by reducing the importance of any one of the dissonant elements.
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Be As Objective as You CAN Be.
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Awareness Consideration Selection Purchase Satisfaction Loyalty Advocacy
Pre-Sale Engagement Trial Buy Meets Expectation
Delight Proactive
Pre-Need Casual Research
Evaluation Onboarding/ Deployment
Might Leave Testimonial Offers Feedback
First Impression
Comparison Shopping
Post-Purchase
Exceeds Expectation
Tells Others
YOUR Customer’s Journey
CUSTOMER EXIT
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Be Where Your Customers Are.
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Don’t Be Afraid to Play A Role.
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Stop Obsessing About Your Brand. (Your customers aren’t.)
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What Are Your Customers Seeking?
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Your Competition Is Setting Your Customer’s Expectations
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Write It Down!
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Awareness Consideration Selection Purchase Satisfaction Loyalty Advocacy
Pre-Sale Engagement Trial Buy Meets Expectation
Delight Proactive
Pre-Need Casual Research
Evaluation Onboarding/ Deployment
Might Leave Testimonial Offers Feedback
First Impression
Comparison Shopping
Post-Purchase
Exceeds Expectation
Tells Others
YOUR Customer’s Journey
CUSTOMER EXIT