15. The Customer Experience Map
Phases
WOW
Enjoyable
Functional
Uneventful
Missed it
Never Again
Feelings
“I Love it”
“I like it”
“Works for me”
“OK”
“I Don’t Like it”
“I hate it”
Memory
High
Mid
Low
None
Mid
High
Impact on Loyalty
Share with Many
Share with few
Neutral
Decrease
66% decrease
100% Loss
16. Everything you do impacts
the Customer’s Experience
www.flickr.com/photos/carowallis1/4325317025
17. “ The customer perceives service in his or her own terms.” -
Arch McGill
“ The customer’s perception is your reality.” - Kate Zabriskie
“ We cannot become what we need to be by remaining what
we are.” - Max Dupree
“Excellent firms don't believe in excellence - only in constant
improvement and constant change. ” - Tom Peters
Customer Satisfaction Quotes:
18. “Victory in marketing doesn’t happen
when you sell something, but when you
cultivate advocates for your
brand.”
- Steve Knox, CEO of Tremors,
P&G’s Word of Mouth Business Unit
www.flickr.com/photos/hyku/4837236187
36. • Competitive AND Collaborative
• Controlling AND Creative
• Focused AND Flexible
• Simple AND Complex
• Rational AND Emotional
• Relational AND Actionable
• Results-oriented AND People-oriented
AND Thinking