We have got to get scientific about the customer experience. CXRating.com is a new company intent on delivering that promise. Here we look at Customer Experience Mapping using the BP Groups ABACUS toolset.

1. www.cxrating.com © CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
An Overview
of CXMapping
using the
ABACUS toolkit
from the BP Group
www.cxrating.com

2. www.cxrating.com
AWARENESS
DISCOVER
AWARENESS
SEARCH BUY IN
RESEARCH
BUY IN
COMPARE
BUY IN
DECIDE
USE
CARE
SUPPORT
SHARE
USE
CUSTOMIZE
SHARE
SHARE
SEARCH
>
>
>
<
<
<
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL
ACQUISITION
© CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY
CARE
>
SHARE
USE

3. www.cxrating.com
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL © CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY

4. www.cxrating.com
>
<
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL © CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY

5. www.cxrating.com
AWARENESS
DISCOVER
>
<
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL © CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY

6. www.cxrating.com
AWARENESS
DISCOVER
AWARENESS
SEARCH
>
<
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL © CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY

7. www.cxrating.com
AWARENESS
DISCOVER
AWARENESS
SEARCH BUY IN
RESEARCH
>
<
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL © CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY

8. www.cxrating.com
AWARENESS
DISCOVER
AWARENESS
SEARCH BUY IN
RESEARCH
BUY IN
COMPARE
>
<
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL © CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY

9. www.cxrating.com
AWARENESS
DISCOVER
AWARENESS
SEARCH BUY IN
RESEARCH
BUY IN
COMPARE
BUY IN
DECIDE
>
<
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL © CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY

10. www.cxrating.com
AWARENESS
DISCOVER
AWARENESS
SEARCH BUY IN
RESEARCH
BUY IN
COMPARE
BUY IN
DECIDE
>
<
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL
ACQUISITION
© CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY

11. www.cxrating.com
AWARENESS
DISCOVER
AWARENESS
SEARCH BUY IN
RESEARCH
BUY IN
COMPARE
BUY IN
DECIDE
>
>
<
<
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL
ACQUISITION
© CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY

12. www.cxrating.com
AWARENESS
DISCOVER
AWARENESS
SEARCH BUY IN
RESEARCH
BUY IN
COMPARE
BUY IN
DECIDE
CARE
>
>
<
<
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL
ACQUISITION
© CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY

13. www.cxrating.com
AWARENESS
DISCOVER
AWARENESS
SEARCH BUY IN
RESEARCH
BUY IN
COMPARE
BUY IN
DECIDE
CARE
CARE
SUPPORT
>
>
<
<
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL
ACQUISITION
© CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY

14. www.cxrating.com
AWARENESS
DISCOVER
AWARENESS
SEARCH BUY IN
RESEARCH
BUY IN
COMPARE
BUY IN
DECIDE
CARE
CARE
SUPPORT
SHARE
>
>
<
<
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL
ACQUISITION
© CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY

15. www.cxrating.com
AWARENESS
DISCOVER
AWARENESS
SEARCH BUY IN
RESEARCH
BUY IN
COMPARE
BUY IN
DECIDE
CARE
CARE
SUPPORT
SHARE
USE
CUSTOMIZE
>
>
<
<
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL
ACQUISITION
© CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY

16. www.cxrating.com
AWARENESS
DISCOVER
AWARENESS
SEARCH BUY IN
RESEARCH
BUY IN
COMPARE
BUY IN
DECIDE
CARE
SUPPORT
SHARE
USE
CUSTOMIZE
>
>
<
<
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL © CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY
CARE
ACQUISITION
>
<

17. www.cxrating.com
AWARENESS
DISCOVER
AWARENESS
SEARCH BUY IN
RESEARCH
BUY IN
COMPARE
BUY IN
DECIDE
CARE
USE
CARE
SUPPORT
SHARE
USE
CUSTOMIZE
>
>
>
<
<
<
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL
ACQUISITION
© CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY

18. www.cxrating.com
AWARENESS
DISCOVER
AWARENESS
SEARCH BUY IN
RESEARCH
BUY IN
COMPARE
BUY IN
DECIDE
CARE
USE
CARE
SUPPORT
SHARE
USE
CUSTOMIZE
>
>
>
<
<
<
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL
ACQUISITION
© CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY

19. www.cxrating.com
AWARENESS
DISCOVER
AWARENESS
SEARCH BUY IN
RESEARCH
BUY IN
COMPARE
BUY IN
DECIDE
CARE
USE
CARE
SUPPORT
SHARE
USE
CUSTOMIZE
SHARE
SEARCH
>
>
>
<
<
<
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL
ACQUISITION
© CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY

20. www.cxrating.com
AWARENESS
DISCOVER
AWARENESS
SEARCH BUY IN
RESEARCH
BUY IN
COMPARE
BUY IN
DECIDE
CARE
USE
CARE
SUPPORT
SHARE
USE
CUSTOMIZE
SHARE
SHARE
SEARCH
>
>
>
<
<
<
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL
ACQUISITION
© CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY

21. www.cxrating.com
AWARENESS
DISCOVER
AWARENESS
SEARCH BUY IN
RESEARCH
BUY IN
COMPARE
BUY IN
DECIDE
CARE
USE
CARE
SUPPORT
SHARE
USE
CUSTOMIZE
SHARE
SHARE
SEARCH
>
>
>
<
<
<
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL
ACQUISITION
© CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY

22. www.cxrating.com
AWARENESS
DISCOVER
AWARENESS
SEARCH BUY IN
RESEARCH
BUY IN
COMPARE
BUY IN
DECIDE
USE
CARE
SUPPORT
SHARE
USE
CUSTOMIZE
SHARE
SHARE
SEARCH
>
>
>
<
<
<
WEB
CO. WEB
MOBILE
BRANCH/STORE
CALL CENTRE
SOCIAL
ACQUISITION
© CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
KEY
CARE
>
SHARE
USE

23. www.cxrating.com © CXRATING 2013
CUSTOMER
EXPERIENCE
MAPPING
WITH ABACUS
An Overview
of CXMapping
using the
ABACUS toolkit
from the BP Group