Customer Service - Serious Business?

WIM RAMPEN
W.RAMPEN@CONICHE.NL
TEL: +316 364 912 60
@WIMRAMPEN OP TWITTER
BLOG: WIMRAMPEN.COM

ITO
COPC
ECCS
KEURMERK XYZ
ZELFREGULERING

WAARDE
KLANT
EXPERIENCE
RELATIE
NETWERK

WAARDE CREËEREN WE SAMEN MET DE
KLANT IN DE CUSTOMER EXPERIENCE

DE BESTURING IS ECHTER EXCLUSIEF
GEBASEERD OP VOLUME EN
SNELHEID VAN DE TRANSACTIE

HET BEGINT MET EEN
CUSTOMER CENTERED
VIEW OP DE OPERATIE

Date: 3/22/10
Starbucks Experience Map Eric - Repeat Customer

Enriched Experience
Purpose: To work/drink coffee

Tasty drink Free Wi-Fi Good drink
Flavorable
Appropriate temperature
Aroma

Polite
People watching
Crowd conversation noise
Ambience Quick, convenient Sofa chair is comfortable Good byes
baseline
Greeting
Fake

Audible Sensations Closing time
Worrying
Loud Factory line Impersonal
Poached Experience

Second guessing Blasting air conditioning
Loud music
Distracting
Unwilling to try something new, risk Annoyed about closing time
Repeating, not my taste
Cold, drafty Feeling rushed Annoyed about where I sat
Slightly crowded
Back hurts
Not large work spaces Not large work spaces
Feedback
Furniture not ideal for computer work
Confusing
Lack of personal space Lack of seating
Inconsistent
Unstructured Lack of outlets
Uncomfortable wooden chairs

Anticipate Enter Engage Exit Reflect

Touchpoints Office Car Walk-In Line Order Pay Sit Drink Work Pack Up Walk Out Car
1.a Discussing 1.c Hoping 2.a Notice 3.a The wait- 4.a The Barista 5.a The barista 6.a Grab my 7.a The cub is 8.a I place my 8.f I enjoy the 9.a The barista 10.a I pack my 11.a I head to
with team the to find a close that there are ing line occu- acknowledges tells me the drink and look hot, steaming, drink on the free wireless walks by me things up and my car and
local places to parking spot. a couple of pies the main me with a total and I pay for a place to but withstand- table next me and the unlim- and makes an head out the wish that I
grab a coffee. people in line. traffic way. smile. with my credit sit. ing in my and place my ited use. The announce- door. could have
1.d Hoping card. He asks hand. bag on the signal strength ment to the stayed longer
1.b Decid- Starbucks is 2.b Notice the 3.b The 4.b I can see me if I want 6.b I need, floor. is adequate. tore that it 10.b The re- to work. I
ing to go to not overly narrow, con- menus across the menu bet- my receipt, I most im- 7.b Smells will be closing maining staff know that
Starbucks and crowded and fined layout. the counter ter now, but I decline. portantly, an roasty and 8.b I remove 8.g The music shorty -10 pm. tell me to have once I get
work on de- will have avail- are hard to feel rushed to outlet and a sweet. my computer is really both- a good night. home, I will be
sign reports. able seating. 2.c Enjoy the read while in order a drink. 5.b My inter- workspace. and accesso- ering me. I put 9.b I would like in the wrong
aroma of line. action ends 7.c First sip is ries and now my head- to continue mind state
4.c I feel
1.e Consider- roasted coffee with him say- 6.c I notice too hot, but am shifting my phones on and to work. I feel to continue
forced to
ing alternative and mixed 3.c The line ing thank you. that there are flavorful. I’m coffee to find play my mp3 10pm closing working.
make a quick
places just in sweet, robust moves slow, He doesn’t use only a few happy with room for all of songs. time is much
beverage se-
case.. smells. people who my name. locations in the taste and my things on too early, 11.b The cof-
lection. I play it
just ordered the seating ar- my choice. this little cof- 8.h The bat- especially in a fee was very
2.d The light- safe by having
are still in the eas that have fee table. tery use on my college town. good, but I
ing is pleasant, what I always 5.c Now I
same area. outlets. This is 7.d The computer is a was disap-
not overly get. move to the 8.c The table
Becomes discouraging. continued concern now. 9.c I stand pointed in the
left of where

III. EXPERIENCE PERSPECTIEF
bright and not crowded. sips remain is too low to I will begin up and walk environment.
4.d The baris- i paid. Once
too dim. 6.d Most satisfying. work from looking for around until I Distracting
ta confirms again I feel
3.d The order- places are there, so I another table find a hidden music, small
my selection crowded and
2.e The music ing process occupied. No place my to work at. trash can to workspace,
and asks my out of place.
seems ethnic, seems too outlets are laptop in my throw my cup lack of power
name to write People are
extended slow. Inconsis- available. lap. My drink 8.i The air into. outlets.
on the cup. walking by me.
vocals, soft in tent structure remains on conditioning
style, volume There isn’t a the table, my
of service. 4.e He writes 6.e The work- seems inten-
too load and designated bag on the
down my spaces seem tion. It’s cold
but my taste. waiting ,sitting floor.
name and small and outside and
area.
some code impractical. cold inside. I
2.f The room Most are just 8.d I’m feel- slip my jacket
on the cup 5.d As I stand,
climate seems have a small ing crowded. on.
and hands it the drinker
intentionally round wooden I have no
off to another maker shouts
cold. table with room to use 8.j I continually
barista who finished orders
will make it two wooden my wire- finding myself
and places less mouse. I
when he is chairs. people watch-
them on a now use the
finished with ing while I
drink stand. surface of the
other orders. 6.f I find an work. There
He screams arm chair as
empty reclined are interesting
Grande Chai. my mouse
cushioned people here,
armchair. pad. Not very so I’m not too

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Customer Service - Serious Business?

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