I <3 UX: User Experience Design that

Deepens the Customer Relationship

MAGNET 360UX AND THE CUSTOMER EXPERIENCE

2.27.14

TOUCH POINTS ARE DISCONNECTED

CX is NOT a marketing idea…The Customer Experience relies on the entire enterprise.

SERVICESALES

MARKETING DATA

SOCIAL DATA

CUSTOMER PREFERENCES

Most businesses silo CX

The customer has a single view of your

organization

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DEFINITION

Connect with customers where they are

Know your customers

Be ready to transact

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Source: Harvard Business Review, December 2013

SOURCE OF COMPETITIVE ADVANTAGE

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Source: Harvard Business Review, December 2013

MARKET REWARDS CUSTOMER LEADERS

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CUSTOMER EXPERIENCE DISCIPLINES

DESIRABLE

RELEVANT

USABLE

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BUILD ADVOCACY

People who love your brand will introduce you to new customers.

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CONNECTED CUSTOMER JOURNEY

Awareness

Active Evaluation

Onboard

Regular Use& Support

Engage& Grow

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CARIBOU

TBD

Have you signed up for the rewards program?

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CARIBOU

Sign up for the rewards when you are ready!

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Stakeholder Communication

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DEFINE YOUR SUCCESS

START HERE: Answer this question

What is the journey you want customers to have?

Take action to see it from their point of view

• Observe customers• Learn how they communicate and connect• Find out how they discover information• Surface preferences, expectations and ultimately value propositions to the

customer• Create marketing, service and product strategies that add value across

channels• Lead the journey • Measure the changes• Ongoing improvement

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MEASURE AND IMPROVE

Seek first to understand

Are customers going on the journey you want customers to have?

Measure main areas from operational and perceived perspectives

• Are you meeting customers’ needs?• Is it easy?• Is it enjoyable?• What will customers do next?• Will they recommend? (NetPromoter score)

Respond to data and information – Create governance board to make informed decisions

• Proactive response• Reactive response

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QUESTIONS?

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