Customer experience

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Customer experience by Mind Map: Customer experience

1. Track retention

1.1. Josh - resurrecting dead ends

1.2. Figure out how many members we lose

1.2.1. By year

1.2.2. Month

1.2.3. Week

1.3. How long have people Been members?

1.3.1. Membership length rewards "veteran"

1.4. Goal: increase retention

1.5. "Retention Funnel"

1.5.1. Audible style deal offers

1.5.1.1. First offer - free products

1.5.1.2. Second offer - free products

1.5.1.3. Third offer - discount

1.5.1.4. Fourth offer - free silver

2. Community building

2.1. Member of the month

3. Sales funnel

3.1. Platinum

4. 101 course

4.1. Free intro

4.2. Send to your friend

4.3. Should I carry?

4.4. Why do I need a gun?

4.5. Model: axe dating site

4.6. Seo value, leadgen for ccr

5. Book club

5.1. Zach teach a lesson

5.1.1. 1984

5.1.2. Constitution

5.1.3. Paine common sense

5.2. Pinheiro

5.2.1. "banned" books - they don't want you to read

5.2.2. Heroes of our rights

5.2.3. History of the 2nd amendment

6. Usability

6.1. Usability report

6.2. Change "downloads" to magazine link

7. Reciprocity App

7.1. Contact don

7.1.1. Backend still there

7.2. Contact LR smith

7.2.1. Compensation agreement

8. Free report development

8.1. Broadcast on handgun taxonomy

8.2. Contact CR, ask who wrote other

8.2.1. Contact him about payment

8.2.2. Pay him

8.2.3. Format it

8.2.4. Post new one to site

8.3. Post, do disabled, send email

8.3.1. Daniel copyright

8.4. Long term - make sure we are sending one every month

9. Questions/answers

9.1. Yahoo answers

9.2. Qhub.com

9.2.1. http://qhub.com/sign_up.php

9.3. Options

9.3.1. Vbulletin

9.3.1.1. Build Custom Plugin

9.3.1.2. Find Possible plugin

9.3.1.2.1. Forum Discussion

10. Email members when magazine comes out

10.1. Silver membership service delivery channel

10.1.1. Magazine delivery

10.1.2. New reports

11. Tell membership experience stories

12. Welcome Kit

12.1. Referral Program

13. Intro tour

13.1. Read an article

13.2. Post on the forum welcome topic

13.3. Unlock a bonus prize

13.3.1. Video welcome from tim

14. Concealed Carry University

15. Digg Site

16. Firearms Review Site

16.1. Gun

16.1.1. Rating System

16.1.1.1. New node

16.1.2. Comments

17. Download Page system

17.1. New node

18. Woot store

18.1. Affiliate products

18.1.1. Ask to buy clearance items

18.1.2. Dealers

18.1.2.1. http://gungear.com/

18.1.2.2. http://www.onesourcetactical.com/clearanceitems.aspx

18.1.2.3. http://uscavalry.com/

18.1.2.4. http://www.luckygunner.com/

18.1.3. Training packages

18.1.3.1. CR

18.2. Email subscription list

18.2.1. 100% voluntary

18.3. Our products

18.3.1. Digital products

18.3.1.1. 50% off

18.3.1.2. Our stuff

18.3.1.3. Affiliate products

18.3.1.3.1. Jeff Cooper

18.3.1.4. Insane low price - 3.99

18.3.2. Training with CR

18.3.3. Books

18.3.3.1. Marks book

18.3.3.2. Kathys book

18.3.4. Memberships

18.3.4.1. 1 year upgrade

18.4. Sidebar

18.4.1. Shows when sold out

18.5. Blog page

18.5.1. Static HTML

18.6. Other products

18.6.1. Ammo

18.7. Steam store

18.7.1. No putting in card info

18.8. Mockups

18.8.1. "Blog" site

19. Communication with customers

19.1. Surveys

19.1.1. Survey monkey

19.1.1.1. Get pro version

19.1.2. Best way is asking them to type something in

19.1.3. Don't lead people with questions

19.1.4. Randomize questions

19.1.5. Reading stuff typed in

19.1.6. Could put together focus group

19.2. Forum

20. Weekly giveaway

20.1. In ccr

20.2. Each week, offer 1 entry for each contact you recommend

20.3. Give away something new

20.4. In CCR

20.4.1. Sign up friends for CCR

20.4.1.1. Level based rewards

20.4.1.1.1. Level 1 - 5 free reports

20.4.1.1.2. Level 2 - 5 more reports

20.4.1.1.3. Level 3 - paid product

20.4.1.1.4. Level 4 - free silver membership

20.4.1.2. Sweepstakes

20.4.1.2.1. Each contact submitted enters them once

20.4.1.2.2. New prize each week

21. Regular store

21.1. "boutiques"

21.1.1. Affiliate deals

21.1.2. Blackhawk, 511, etc

21.1.3. Drop ship

21.1.4. 5% cut

21.1.5. Different page for each manufacturer

21.1.6. Model after amazon stores ( I think)

21.1.7. We process order, they fulfill

21.1.8. Easy Button

21.1.8.1. Luckygunner

21.1.8.1.1. $15 off for 200 or more - we get $10 commission

21.2. Membership Level

21.2.1. Platinum

21.2.1.1. Free 2 day shipping

21.2.1.2. Just 3.99 1 day shipping

22. USCCA meetups

22.1. Concealed carry convention

22.1.1. Invite vendors to sell products

22.1.2. Raffle orizes

22.1.3. Tell stories

23. Product testing

23.1. Products

23.1.1. New node

23.2. Process

23.2.1. Send packet pointing to review site for bonus offer

23.2.1.1. Fill out quick survey/ testimonial for bonus

23.2.1.1.1. Bring sale back to dealer - coupon

23.2.1.1.2. Possible affiliate comm

23.3. Strategy

23.3.1. Within 1-6 months, we sell the product in Woot store

23.3.1.1. We have built in testimonials from members

23.4. Goals

23.4.1. Get product in hands - members

23.4.2. Companies

23.4.2.1. Review

23.4.2.2. Free advertising in cc report, cc mag

23.4.3. Get free products

23.4.4. Have efficient system for drawing who gets them

23.4.5. Efficient system for collecting evaluation forms

23.4.6. Efficient system for letting people know we are getting these done

23.4.7. Efficient process for getting companies mentioned in cc report

23.4.8. Process for getting companies in cc magazine

23.4.9. Process for collecting/soliciting companies

23.5. Send CCR - 1/28/2011

23.6. Map out whole plan - 2/11/2011

23.7. Ccr

23.7.1. Weekly product highlight

23.7.1.1. Plat members are enjoying now

23.7.1.1.1. Click here to upgrade to platinum

23.7.2. If you have a product you'd like us to test, submit here.

23.8. Product Testing Page

23.8.1. Show history of products we've tested

23.9. If you have a

24. Forum Guy

24.1. 20/hr

24.2. Take him from where he is to super moderator

24.3. Increase forum permissions - all forums as moderater

24.3.1. Send pat email when done

24.4. Change his title to forum administrator

25. Presentation - 2/11/2011

25.1. Rate on ease of implementation

25.1.1. Details

25.1.2. Talk to programmers

25.2. Rate member experience gain / possible money

25.3. Rate which has most net gain

25.4. Feb 11th

25.4.1. Visuals

25.4.1.1. Brian

25.4.2. Money guessing

25.4.2.1. Pat

25.4.3. Member surveys

25.4.3.1. Forum polls

25.5. Membership experience director

26. Website usability firm

27. Membership Status

27.1. Platinum

27.1.1. Free 1 Day Shipping

28. Member Benefits Page

28.1. Coupons

29. Transparency