Customer Experience

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Customer Experience by Mind Map: Customer Experience

1. CX

1.1. interactions Customer-organistion

1.1.1. Customer journey

1.1.1.1. Path to buy

1.1.2. brand touchpoints

1.1.2.1. website

1.1.2.2. helpdesk

1.1.2.3. advertisement

1.1.3. Channels

1.2. Duration of relationship

1.3. online & offline

2. Not new

2.1. messages = personalised

2.1.1. relevant

2.1.2. consistent

2.2. mass media

2.2.1. social media

2.2.2. radio

2.2.3. ...

3. CX ≠ brand experience

3.1. 1 way communication

3.2. 2 ways communicatios

4. Improve CX?

4.1. clear customer-focused vision

4.2. emotional connection with the brand

4.3. Feedback

4.3.1. customers

4.3.1.1. 'WOW' Effect

4.3.1.2. understand customers

4.3.2. team members

5. Online sales

5.1. need to test

5.2. cozy shops

6. Goal?

6.1. Happy customers

6.1.1. loyal customers

6.1.1.1. Sales