customer experience visualize monetize optimize tools cx analytics

Copyright 2014 ClientXClient LLC. www.clientxclient.com. 908.542.1134 Share & Enhance & Share 1

CUSTOMER EXPERIENCE


VISUALIZE – Your Customer’s Process

Awareness Selection

Purchase

Use Support


VISUALIZE – Your Customer’s Process

Awareness Purchase Use Support

AdvertisingSearchReferralsSocial

SensorRFIDBluetoothStatic/Silent

PhoneChat3rd PartyIn-Person

POSMobileEcommerceAffiliates


VISUALIZE

Repair DisposeSelection SupportUsePurchaseAwareness

Customer Interaction + Interaction + Inaction = Customer Experience


Customer Experience MatrixTM:


Customer Process

x

x

x

xxxx

x

x

x

x

x

xxxx

xxxxx

xxx

xx

x

xx xxxx

Bu

sin

ess

Pro

cess


LTV CalculationT

rans

actio

n T

ype

Cross Sell

Order

Renewal

Order

First Order

Product Cost

Marketing Cost

RevenueOrder Count

Value Type

xxxxxxxxxxxx

xxxxxxxxxxxx

xxxxxxxxxxxx


Customer Experience MatrixTM:

Community

Outdoor

Magazine

TV

Radio

Newspaper

Direct Mail

Email

Web

Call Center

Field Sales

Events

Retail

Dealer


Customer Process

x

x

x

xxxx

x

x

x

x

x

xxxx

xxxxx

xxx

xx

x

xx xxxx

Ch

ann

el

30% 90%25% 70% 20% 15%$ $ $ $ $ $ $=LTV

+Invest

+Divest

+Invest+Invest +Invest

+Invest+Invest

+Invest

+Invest

+Invest

+Invest+Invest

+Invest

+Divest

+Divest+Divest

+Divest

+Divest+Invest+Invest

The CxC Customer Experience Matrix Algorithm Visualized

1. Awareness

2. Information

5. Negotiation

4. Selection

6. Contract

12. Care/Support

7. Logistics

9. Delivery

10. Acceptance

13. Repair

14. Community

8. $Collection

11. Use

3. Identification

Geography

Digital

Store

3rd Party

Direct

Community


Usual Response to “We are already doing this” – (white space is opportunity)

1. Awareness

2. Information

5. Negotiation

4. Selection

6. Contract

12. Care/Support

7. Logistics

9. Delivery

10. Acceptance

13. Repair

14. Community

8. $Collection

11. Use

3. Identification

Geography

Digital

Store

3rd Party

Direct

Community


*Yes, Big IOT Opportunity with CxCFramework

Information per cell (sample)

Awareness

InformationNegotiation

Selection

Contract

Care/Support

Logistics

Delivery

Acceptance

Repair

Community

$CollectionUse

Identification

Geography

Digital

Store

3rd Party

Direct

Community

System:System Owner:Department OwnerOutsourced CompanyCustomer IdentifiedFeed FromFeed ToRule OwnerAverage DurationCostPotential RevenuePerformance MetricQuality Metric

(zoom out cell to show example of detail of information contained in each cell)


Objective by customer by stage by type (For each customer Type)

• First time• Referral• High value• Low value• Convenience Profile• Urgent• First time buyer• Expert

• Preference profile• Product availability• Partner relativity• N options


Geography

Digital

Store

3rd Party

Direct

Community

20

2020

2020 20

20

20

20

20

20

20

20

20

20

2020

20

20

20

20

20

20

20

20

20 20

20

20

20

2020

20

20

20

20

20

20

20 20

20

20

20 20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20 20

20

20 20202020

20 20 20

20 20 20

20

20 20

20 20

20

20

20

20

20 20

20

1. Awareness

2. Information

5. Negotiation

4. Selection

6. Contract

12. Care/Support

7. Logistics

9. Delivery

10. Acceptance

13. Repair

14. Community

8. $Collection

11. Use

3. Identification

Customer Optimization Wizard – Dashboard for Performance Management

Numbers in each cell represent: customers, potential revenue, costs (per and aggregate), customers at risk, customers in process, forecast closed sales, forecast lost customers, forecast referrals, simulation under market conditions.


Geography

Digital

Store

3rd Party

Direct

Community

20

.

1. Awareness

2. Information

5. Negotiation

4. Selection

6. Contract

12. Care/Support

7. Logistics

9. Delivery

10. Acceptance

13. Repair

14. Community

8. $Collection

11. Use

3. Identification



Geography

Digital

Store

3rd Party

Direct

Community

20

2020

2020 20

20

20

20

20

20

20

20

20

20

2020

20

20

20

20

20

20

20

20

20 20

20

20

20

2020

20

20

20

20

20

20

20 20

20

20

20 11

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20 20

20

20 20202020

20 20 20

20 20 20

20

20 20

20 20

20

20

20

20

20 20

20

1. Awareness

2. Information

5. Negotiation

4. Selection

6. Contract

12. Care/Support

7. Logistics

9. Delivery

10. Acceptance

13. Repair

14. Community

8. $Collection

11. Use

3. Identification


Alerts indicate opportunity, risks, activity that is outside of plan parameters. Alerts require attention to exploit opportunity, avert risk, or amplify downstream resources, reduce upstream flow, divert/adjust activities (inventory, staff, promotions, pricing). Alerts are delivered according to manager responsibility and controls. The Customer Optimization Wizard may invoke corporate standard policies and make recommendations based on probabilistic outcomes (upstream and downstream scenarios)

ALERTS


Geography

Digital

Store

3rd Party

Direct

Community

20

2020

2020 20

20

20

20

20

20

20

20

20

20

2020

20

20

20

20

20

20

20

20

20 20

20

20

20

2020

20

20

20

20

20

20

20 20

20

20

20 11

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20

20 20

20

20 20202020

20 20 20

20 20 20

20

20 20

20 20

20

20

20

20

20 20

20

1. Awareness

2. Information

5. Negotiation

4. Selection

6. Contract

12. Care/Support

7. Logistics

9. Delivery

10. Acceptance

13. Repair

14. Community

8. $Collection

11. Use

3. Identification


Move bar along bottom to see impact scenarios for current customer flow. Adjust parameters for multiple scenarios and set independent performance threshold ranges at multiple nodes to test complex market scenarios

Resource, Opportunity, Time Scenarios

week 1 week 8 week 9 week 10week 6 week 7week 5week 2 week 3 week 4


Community

Geography

Digital

Store

3rd Party

Direct

Community

A

Awareness

Information

Negotiation

Selection

Contract

Care/Support

Logistics

Delivery

AcceptanceRepair

$CollectionUse

Identification

What is a customer interaction?If an ad appears on a web page and nobody clicks it – is it really an ad?

What if I don’t know who the customer is – should I count it?The Customer Experience Matrix requires a customer-involved contact.

A. Customer registers at web site during checkout process: Customer could arrive at checkout from web site navigation or from direct link from blast email from affiliate (If from targeted email response moves to “Direct” channel category)


Community

Geography

Digital

Store

3rd Party

Direct

Community

Awareness

Information

Negotiation

Selection

Contract

Care/Support

Logistics

Delivery

AcceptanceRepair

$CollectionUse

Identification

The Customer Experience Matrix requires a customer-involved contact.(business to business)

A. Client arrives from search engine, keywords “Insurance, Legal, Services, PA”

A

Copyright 2014 ClientXClient LLC. www.clientxclient.com. 908.542.1134 Share & Enhance & Share

17

Community

Geography

Digital

Store

3rd Party

Direct

Community

Awareness

Information

Negotiation

Selection

Contract

Care/Support

Logistics

Delivery

AcceptanceRepair

$CollectionUse

Identification


B. Client attends “Services Seminar”:

B


Community

Geography

Digital

Store

3rd Party

Direct

Community

Awareness

Information

Negotiation

Selection

Contract

Care/Support

Logistics

Delivery

AcceptanceRepair

$CollectionUse

Identification


C. Client contacts business acquaintances, clicks on “business services email”; calls 1-800 Biz Info”; schedules in-person meeting; negotiates 3 month contact; finances expense for 12 months through third party; contacts customer service for “emergency”.

C C

CC C

C

CC

C

CC CC

CC


Community

Geography

Digital

Store

3rd Party

Direct

Community

A

Awareness

Information

Negotiation

Selection

Contract

Care/Support

Logistics

Delivery

AcceptanceRepair

$CollectionUse

Identification

The Customer Experience Matrix requires a customer-involved contact(Retail).

A. Client clicks “add to shopping cart”


Community

Geography

Digital

Store

3rd Party

Direct

Community

Awareness

Information

Negotiation

Selection

Contract

Care/Support

Logistics

Delivery

AcceptanceRepair

$CollectionUse

Identification

The Customer Experience Matrix requires a customer-involved contact.(Retail)

B. Customer compares prices on ebay, Amazon, and shopping bots

BBB

B

B

B


Community

Geography

Digital

Store

3rd Party

Direct

Community

Awareness

Information

Negotiation

Selection

Contract

Care/Support

Logistics

Delivery

AcceptanceRepair

$CollectionUse

Identification


C. Customer goes to local store to view product and select color, asks store associate product questions

CCC C


Community

Geography

Digital

Store

3rd Party

Direct

Community

Awareness

Information

Negotiation

Selection

Contract

Care/Support

Logistics

Delivery

AcceptanceRepair

$CollectionUse

Identification


D. Customer orders product on-line at company web site, requests in-store pick-up, pays using loyalty credit card, gives product as gift, asks to exchange for store credit

D

D

D

D

D D

DD

DD

D

DD

D


Customer Experience Interface: hover over cell for information

ActivitiesYieldMetricsSystemOwnerDataAdministrationSystem

1. Awareness

2. Information

5. Negotiation

4. Selection

6. Contract

12. Care/Support

7. Logistics

9. Delivery

10. Acceptance

13. Repair

14. Community

8. $Collection

11. Use

3. Identification

Monitor Key Performance Indicators for Every Interaction



Thank You!

Michael R Hoffman

Client X Client

[email protected]

www.clientxclient.com

908-542-1134

mailto:[email protected]

http://www.clientxclient.com/

customer experience visualize monetize optimize tools cx analytics

Marketing

clientxclient llc

cell copyright

customer type

party direct community

customer experience

xxxx business process

xxxx channel

lost customers