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Designing Our
customer experiences

Friday, 7 March 14
Flow
1. Why design a customer experience?
2. How have other companies designed a
customer experience?
3. Creating a customer experience for our
different partners
4. Tips on account management &
matching
Friday, 7 March 14
why design a customer experience?

Friday, 7 March 14
tips on account management

Ask VPs to share their
experiences on managing
their partners?

What have they done
well & what has been
challenging?

1. Fulfil promises
2. Tailor your service to their needs
3. Be honest about what is possible
4. Keep every relevant stakeholder informed
5. Understand partner expectations & adjust
when necessary
6. Communication is so so so important!

Friday, 7 March 14
why design a customer experience?

Friday, 7 March 14
Argos is going digital!

argos

The challenge: The focus at the moment is in ensuring a customer’s
experience is consistent across the channels, making sure they feel
they are dealing with the same company across mobile, stores and
online.
There are many different customer journeys for Argos shoppers but
says: “The one journey we are confident will continue is the journey
to transacting digitally and collecting in store. That is already a big
part of our business and in the future it will be the strongest area of
growth.”

Friday, 7 March 14
different customer
experiences

Friday, 7 March 14
Three different customer
groups
1. Service
2. Fast Track
3. Pay & Collect
What are the different needs of these
groups?
Brainstorm these in your 3 groups
Friday, 7 March 14
Think about these questions
when in the shop
1. How do you feel when you walk in and
around the shop?
2. Can you find all of the information you
needed easily?
3. How do the staff communicate & engage
with you?
4. How is the experiences meeting your needs?
5. What do you enjoy about your experience
shopping there?
Friday, 7 March 14
Each group share their main
insights

Friday, 7 March 14
why design a customer experience?

Friday, 7 March 14
Ask for examples &
provide relevant
examples from different
groups

What do our current
partners think?

Friday, 7 March 14
Creating a customer experience for our
partners
Use your empathy maps for your chosen market/ sector & different
stakeholders.
1. Think about what would your partner needs & wants would be.
2. Divide what needs to happen up into different stages
3. For each stage think about:
• Who is involved?
• How do we want different people to feel at this stage?
• What does your partner see or understand?
• What do we need to communicate at this stage & how & to who?
• What is happening behind the scenes?
• What extra or different service can we provide to enhance the experience?

4. How would you utilise technology & people during this process.
5. Think back to the empathy maps - is this the experience that they
would like and expect?
Friday, 7 March 14
everyone share their customer
experiences.

Friday, 7 March 14

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Our Customer Experience

  • 2. Flow 1. Why design a customer experience? 2. How have other companies designed a customer experience? 3. Creating a customer experience for our different partners 4. Tips on account management & matching Friday, 7 March 14
  • 3. why design a customer experience? Friday, 7 March 14
  • 4. tips on account management Ask VPs to share their experiences on managing their partners? What have they done well & what has been challenging? 1. Fulfil promises 2. Tailor your service to their needs 3. Be honest about what is possible 4. Keep every relevant stakeholder informed 5. Understand partner expectations & adjust when necessary 6. Communication is so so so important! Friday, 7 March 14
  • 5. why design a customer experience? Friday, 7 March 14
  • 6. Argos is going digital! argos The challenge: The focus at the moment is in ensuring a customer’s experience is consistent across the channels, making sure they feel they are dealing with the same company across mobile, stores and online. There are many different customer journeys for Argos shoppers but says: “The one journey we are confident will continue is the journey to transacting digitally and collecting in store. That is already a big part of our business and in the future it will be the strongest area of growth.” Friday, 7 March 14
  • 8. Three different customer groups 1. Service 2. Fast Track 3. Pay & Collect What are the different needs of these groups? Brainstorm these in your 3 groups Friday, 7 March 14
  • 9. Think about these questions when in the shop 1. How do you feel when you walk in and around the shop? 2. Can you find all of the information you needed easily? 3. How do the staff communicate & engage with you? 4. How is the experiences meeting your needs? 5. What do you enjoy about your experience shopping there? Friday, 7 March 14
  • 10. Each group share their main insights Friday, 7 March 14
  • 11. why design a customer experience? Friday, 7 March 14
  • 12. Ask for examples & provide relevant examples from different groups What do our current partners think? Friday, 7 March 14
  • 13. Creating a customer experience for our partners Use your empathy maps for your chosen market/ sector & different stakeholders. 1. Think about what would your partner needs & wants would be. 2. Divide what needs to happen up into different stages 3. For each stage think about: • Who is involved? • How do we want different people to feel at this stage? • What does your partner see or understand? • What do we need to communicate at this stage & how & to who? • What is happening behind the scenes? • What extra or different service can we provide to enhance the experience? 4. How would you utilise technology & people during this process. 5. Think back to the empathy maps - is this the experience that they would like and expect? Friday, 7 March 14
  • 14. everyone share their customer experiences. Friday, 7 March 14