the 7 essentials of customer experience
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TRANSCRIPT
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Essentials of Customer Experience Customer Experience heuristics for business success
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Experience Promises
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The Essentials
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Predictability
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Predictability
What I think I’ll get
What you actually get
Predictability
EducationStatus
SamplesControls
Patterns Mental modelsConsistencyProcess
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Efficiency
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Efficiency
From “Stop Trying to Delight Your Customers”, HBR, July-August 2010
CES
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Convenience
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Personality
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Personal
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Advocacy
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Affirming
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What’s in it for you
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A structure to communicate
with
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A system to measure “experience”
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Improve the experience of design thinking
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Join the conversation!
DifferentSolutions/the-7-essentials-of-customer-experience
www.uxmag.com
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Better thinking. Better experiences. Better results.TM
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