2. 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
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3. why design a customer experience?
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4. tips on account management
Ask VPs to share their
experiences on managing
their partners?
What have they done
well & what has been
challenging?
1. Fulfil promises
2. Tailor your service to their needs
3. Be honest about what is possible
4. Keep every relevant stakeholder informed
5. Understand partner expectations & adjust
when necessary
6. Communication is so so so important!
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5. why design a customer experience?
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6. Argos is going digital!
argos
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.”
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8. Three different customer
groups
1. Service
2. Fast Track
3. Pay & Collect
What are the different needs of these
groups?
Brainstorm these in your 3 groups
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9. Think about these questions
when in the shop
1. 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?
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11. why design a customer experience?
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12. Ask for examples &
provide relevant
examples from different
groups
What do our current
partners think?
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13. Creating a customer experience for our
partners
Use 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 stages
3. 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?
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