4. What is Customer Experience?
Customer
Service
Custo er’s
Expectations
Customer
Experience
Customer Service is
everything the customer
can:
• See
• Hear
• Smell
• Taste
• Touch
Reality
Customer Expectations are
what the customer bring to
the interaction They are
based on:
• Previous experience
• Recency
• Primacy
• Hearsay
• Association
• Priming
Not Reality
The customer experience is
ased o usto er’s
perception of the interaction
with a company, measured by
how far above or below their
baseline expectations the
interaction was.
These expectations are not
based in reality, they are base
on perceptions.
5. Three Elements of a Customer Journey
Customer Experience
Result
Interaction
Access
8. Action Plan
• Identify your main products/service to be mapped
• Build draft maps to start socialising them
• Define the pain and pleasure points
• Talk to your customers to validate your assumptions
• Talk to your customers to confirm pain and pleasure points
• Talk to your customers to create action plan to address painpoints
• Talk to your customers about the design of their product or service
• Talk to your customers about the best ways to measure you
• Talk to your customers about how you can make it easy for them
