living the e.xperience model
TRANSCRIPT
C. E.XPerience
The 3Bs Model
The Living the E.Xperience Model
Two Important
Customer Experience Modelsevery entrepreneur should know
Aligning Business, Brand & Behaviours
Brand
"the articulation of your strategy"
Behaviour
"Delivery of the core purpose"
Business
"core purpose of the Organization"
Source: Prof. Nader Tavassoli London Business School
Delivering a consistent experience to you purpose & values.
3Bs Model
Living the E.XPerience ModelFor Startups
All needs to be aligned in order to deliver the Business purpose in a
consistent & reliable way.
"Improve People's Lives"
Makes it easier for you to succeed
Communicates Who You Are"Consistently Delivering Your Purpose"
Efficiency & Effectiveness
"Anticipate Needs and Trends"
Product
*Improve people's lives"
Have you done the MarketSegmentation?
What were the findings ofyour primary market research?
Who's your persona? How willthey use your product?
Your Product what pain points does it fix?What needs does it satisfy?
The
product cycleIt's about refining, until
it meets the
enduser needs
Some questions you should ask yourselfabout...
Strategy
"Make it is easier for you to succeed"
What's your beachhead market?
What's your competitive advantage?
1
How will you end user find you &purchase your product & buy again?
What is business purpose?And your value proposition?
Some questions you should ask yourselfabout...
Your
strategygives you clarity.
about what not to do
Brand
"Communicates who you are"
EST. 1978
The Brand
handcrafted
What is your brand purpose?
What is your brand positioning?
What are your brand values?What is you target market?
Some questions you should ask yourselfabout...
Your
Brand image, is more
than a logo.
CX
"Consistently deliveringyour purpose"
How does the consumer uses your product in their life?
Have you mapped the customer journey map?
Have you establish the customer lifetime value?
Are you selecting talent that share the same
values and purpose as your brand?
Are you constantly communicating your
purpose the WHY? to your team?
What tools & processes will your talent and partners need to be able
to successfully deliver your value proposition?
How do you structure your
organization to consistently deliver
our your brand promise, in order
to gain brand advocates?
Some questions you should ask yourselfabout...
Your
CXis about delivering
value to the Customer.
CI
"Efficiency & effectiveness"
Do you document , establish responsibilities
and accountability for projects?
Have you establish the necessary processes,
to ensure that the brand promise is delivered in
a consistent and reliable way?
Do you have in place the consumer metrics, to ensure you capture the VoC & VoE
and actually listen and using it to improve and refine your processes and performance indicators?
Are you mapping the
processes to understand the
current an/or possible
inefficiencies, waste and
bottlenecks?
Some questions you should ask yourselfabout...
CIis about taking & delivering
the most value
for what you got.
Innovation
"Anticipate needs and trend's"
What other markets could benefit from your
product?
Are you laserfocused on your enduser to
understand changes in their needs and
emotions?
Have you been paying attention to consumer trends?
Are you fostering new ideas and
allowing failure?
Are you listening and learning from
to your customers, partners and
collaborators?
Some questions you should ask yourselfabout...
InnovationHow can you continue
to be a trailblazer?
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