The 8 Phase of Customer Experiences Never Lose A Customer Again, a book from JOEY COLEMAN. 4 STATEMENTS TO REMEMBER: 1. It’s time to stop thinking B2B or B2C—the future of business is H2H.* 2. Human to Human (H2H), is a book from Brian Kramer. 3. While there are certainly differences between B2C and B2B operations, they are less significant than most people imagine. 4. All business is ultimately the same, because all business boils down to humans dealing with humans. A human-to-human (H2H) equation is what matters most. ... 1# B2C WITH H2H VIEW When we think about the typical B2C environment: we know we’re selling to a single buyer and our focus is on that individual. Without an H2H approach, we fail to think about the other people who will interact with the purchased item. Imagine a male customer who purchases a new shirt.  We forget to consider the girlfriend who appreciates the way he looks in the shirt, the roommate who borrows the shirt, the parents who think he “looks sharp” in the shirt, etc. 2. B2B WITH H2H VIEW In contrast, when we think about an H2H interaction in a B2B setting: we have to recognize that every business is an organization comprised of people, and therefore your product or service is interacting with humans—and many of them.  The person who made the purchasing decision probably isn’t going to be the only person using the product. In fact, they may not be the person using it at all.  With an H2H approach, we must think of all the people who aren’t involved in the sales conversation but will be using the service, and about the constraints operating on the person who is making the purchasing decision. #JoeyColeman #BrianKramer #CustomerExperiences #AbdiJPutra #AbePoetra IG: @abepoetra

1. A B O O K B Y J O E Y C O L E M A N
PHASES
OF CUSTOMER
EXPERIENCES8Never Lose A Customer Again.
ABDI J. PUTRA – ABIE
GM Digital Lifestyle Sales & Care Planning Telkomsel

3. ABOOKBYJOEYCOLEMAN
PHASES
OF CUSTOMER
EXPERIENCES8Never Lose A Customer Again.
ABDI J. PUTRA – ABIE
GM Digital Lifestyle Sales & Care Planning Telkomsel

4. PREPARING FOR YOUIT’S NEVER GONNA BE EASY
ABDI J. PUTRA
GM Digital Lifestyle Sales & Care Planning Telkomsel

5. PREPARING & NOTES
ABDI J. PUTRA
GM Digital Lifestyle Sales & Care Planning Telkomsel

6. STATEMENTS
TO REMEMBER4
THERE ARE
It’s time to stop thinking B2B or B2C—
the future of business is H2H.*
Human to Human, is a book from Brian Kramer.
While there are certainly differences between B2C and
B2B operations, they are less significant than most
people imagine.
All business is ultimately the same, because all
business boils down to humans dealing with humans.
A human-to-human (H2H) equation is what matters
most. ABDI J. PUTRA
GM Digital Lifestyle Sales & Care Planning Telkomsel

7. Future of Business is
Human to Human (H2H)
RE.THINK
about B2C or B2B
ABDI J. PUTRA
GM Digital Lifestyle Sales & Care Planning Telkomsel

8. IF B2C & B2B EXISTS,
WE SHOULD SEE THEM LIKE THIS:
1# B2C WITH H2H VIEW 2# B2B WITH H2H VIEW
q When we think about the typical B2C
environment: we know we’re selling to a single
buyer and our focus is on that individual.
q Without an H2H approach, we fail to think about
the other people who will interact with the
purchased item. Imagine a male customer who
purchases a new shirt.
q We forget to consider the girlfriend who
appreciates the way he looks in the shirt, the
roommate who borrows the shirt, the parents
who think he “looks sharp” in the shirt, etc.
q In contrast, when we think about an H2H interaction in a
B2B setting: we have to recognize that every business is an
organization comprised of people, and therefore your
product or service is interacting with humans—and many of
them.
q The person who made the purchasing decision probably
isn’t going to be the only person using the product. In fact,
they may not be the person using it at all.
q With an H2H approach, we must think of all the people
who aren’t involved in the sales conversation but will be
using the service, and about the constraints operating on
the person who is making the purchasing decision.
ABDI J. PUTRA
GM Digital Lifestyle Sales & Care Planning Telkomsel

9. The next time you find yourself thinking in terms of B2B
or B2C, remind yourself that you are selling something to
people that will be used by people.
If you always keep that in mind, you will move your
customer through the phases of the ideal journey, and
you will make every customer a customer for life,
regardless of your business or industry.
SUMMARY A LETTER FROM
THE AUTHOR (Take Aways)
ABDI J. PUTRA
GM Digital Lifestyle Sales & Care Planning Telkomsel

10. Go To The Dentist
Is Always Scary
TRUE: Dr Kattie McCann and the Aurora Modern
Dentistry is really exist
IF A DENTIST CAN DO IT, WHY CAN’T YOU? ABDI J. PUTRA
GM Digital Lifestyle Sales & Care Planning Telkomsel

11. Every customer has the potential to travel through all eight phases, yet most
businesses fail to guide the customer all the way through to the end.
Let`s start!
THE 8 PHASES OF THE CUSTOMER
EXPERIENCES
ABDI J. PUTRA
GM Digital Lifestyle Sales & Care Planning Telkomsel

12. 1
2
3
4
ASSESS
ADMIT
AFFIRM
ACTIVATE
ABDI J. PUTRA
GM Digital Lifestyle Sales & Care Planning Telkomsel

13. 5
6
7
ACCLIMATE
ACCOMPLISH
ADOPT
8ADVOCATE
ABDI J. PUTRA
GM Digital Lifestyle Sales & Care Planning Telkomsel

14. 1
2
3PHASES
OF CUSTOMER EXPERIENCES
8
ASSESS
THE MERITS: In the Assess phase, the customer is
deciding if they want to do business with you. Also
called “sales & marketing” phase.
ADMIT
DRAWBACKS: If you can convince them that you are
the best choice, they will move forward with the
purchase. It is called “the sales” phase.
AFFIRM
THE MERITS: The Admit phase begins when the
customer admits they have a problem or a need and
believe you—the company or organization—can
solve it.
DRAWBACKS: If you fail to acknowledge this, you miss
the chance to strongly associate this emotional high
with your product or service.
THE MERITS: The Affirm phase is more commonly
known as “buyer’s remorse.” The customer begins to
doubt the decision they just made to work with you.
(Remorse: penyesalan).
DRAWBACKS: You must quickly affirm the new
customer’s decision to do business with you.
ABDI J. PUTRA

15. PHASES
OF CUSTOMER EXPERIENCES
8
4
5
6
ASSESS
THE MERITS: The customer is excited to get started
but somewhat anxious about whether everything will
go as promised.
ACCLIMATE
DRAWBACKS: If you do start things off strongly, you
can build momentum to carry you deep into the
relationship.
ACCOMPLISH
THE MERITS: In the Acclimate phase, the customer
learns about (and hopefully grows comfortable with)
an organization’s way of doing business.
DRAWBACKS: If you don’t properly onboard the
customer and get them bought in to your approach,
they will never become a long-standing, loyal
customer.
THE MERITS: The Accomplish phase of the customer
experience occurs when the customer achieves the result
they were seeking when they decided to do business with
you in the first place.
DRAWBACKS: If you do deliver (and the customer
agrees), they will vacillate between happy and ecstatic
that everything went as planned.
ABDI J. PUTRA

16. 7
8
PHASES
OF CUSTOMER EXPERIENCES
8
ADOPT
THE MERITS: In the Adopt phase, the customer takes
ownership of the relationship, leading the charge on
deepening and strengthening the bond.
ADMIT
DRAWBACKS: If you don’t make them feel like they’re part
of an exclusive tribe, receiving unique rewards and
participating in a special, shared language, you will never
have their complete loyalty.
THE MERITS: In the Advocate phase, the customer
becomes a raving fan, zealous promoter, and eager
referral engine all in one.
DRAWBACKS: If you don’t persuade them to promote
you by making it worth their while, they will likely
continue as a customer but will never help you grow
the business.
ABDI J. PUTRA
GM Digital Lifestyle Sales & Care Planning Telkomsel

17. WAYS
TO COMMUNICATE IN
EACH PHASES6
IN PERSON
In-person interactions are the oldest medium of human
communication. Sitting across the table from a customer, speaking to
them directly, and looking them in the eyes is the most effective way t
create and build rapport in a relationship.
E-MAIL
In a world where communication is 24/7, email has become the
primary medium businesses use to interact with customers. Email
is inexpensive and easy to track.
MAIL
With the proliferation of email, physical or direct mail (sometimes
referred to as “snail mail”) has almost disappeared from the
scene. As a result, the empty mailbox is now an even better place
for reaching customers. There is no competition in Physical Mailbox.
PHONE
Morning, noon, or night, 91 percent of people keep their phone less
than three feet away from their body (within arm’s reach) at all times.
VIDEO
Customers are increasingly consuming information via video on
YouTube, Facebook Live, and other online video platforms.
PRESENT
The final communication medium, sending or giving your customer
a present or gift, seems obvious, and yet it is one of the most
overlooked ways to trigger positive customer emotions. Worry
about rules and regulations, and considerations around gifting
(which, may be legitimate concerns).

18. TRY TO MIX MATCH 6 WAYS TO 8 PHASES

19. TERIMA KASIH
SEMUANYA
ABDI J. PUTRA
GM Digital Lifestyle Sales & Care Planning Telkomsel