Customer Scenario Patterns

  • Top 12 CX Issues for Business Customers

    How to Improve Customer Experience thru your Customer's Lifecycle

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    What does it take to satisfy your business customers? A lot. First, you need to understand who they are, what jobs they are doing, and where your products and services fit in. Next, you need to know where the pitfalls are likely to be in the customer journey as they engage with your firm and your products throughout the lifecycle of their relationship with you. We have worked with thousands of businesses and their customers over the past three decades. We have identified recurring customer experience expectations and patterns from these co-design sessions. In this article, we summarize the dozen customer-critical customer experience issues that are cuurently the most prevalent in B2B accounts. Then we report on what customers' expectations are and suggest ways you could meet those expectations.
    Aug. 8, 2015
    Strategies
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  • How Customers Want to Buy More of Your Products

    Identifying and Measuring the Key Moments of Truth in Reorder/Renew/Replenish Customer Scenario® Patterns

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    What happens when a customer runs out of the needed product he gets from you; or a values service expires? There is a common set of action that customers want to happen to reorder and ensure that they never run out again. Learn more about this customer scenario pattern!
    Nov. 6, 2014
    Strategies
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  • How Customers Want to Get Their Products Fixed and Problems Resolved

    Identifying and Measuring the Key Moments of Truth in "Break/Fix" Customer Scenario® Patterns

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    When something breaks, customers want it fixed! And they want a common set of actions. Learn about this customer scenario pattern.
    Sep. 18, 2014
    Strategies
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  • How Customers Want to Find and Purchase Your Products/Services

    Identifying and Measuring the Key Moments of Truth in "Select & Buy" Customer Scenario® Patterns

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    Each customer’s context is different, but there are patterns to what they care about in common scenarios. Measure how well you meet these customer priorities to ensure success.
    Aug. 14, 2014
    Strategies
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  • How Customers Want to Plan for Retirement with Financial Security

    Identifying and Measuring the Key Moments of Truth in the “Planning for Retirement” Customer Scenario® Pattern

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    Customer scenarios fall into patterns. It‘s valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on the outcome-based scenario of planning for retirement.
    May. 14, 2009
    Strategies
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  • How Customers Want to Learn a New Skill

    Identifying and Measuring the Key Moments of Truth in the Customer Scenario® Pattern of Acquiring a Skill

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    Customer scenarios fall into patterns. It‘s valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on the outcome-based acquiring a skill scenario.
    Apr. 30, 2009
    Strategies
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  • How Customers Want to Upgrade to a New "Model"

    Identifying and Measuring the Key Moments of Truth in "Product/Service Upgrade" Customer Scenario® Patterns

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    Customer scenarios fall into patterns. It's valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on a typical upgrade scenario.
    Feb. 26, 2009
    Strategies
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  • How Customers Want to Plan a Special Event

    Identifying and Measuring the Key Moments of Truth in "Event Planning" Customer Scenario® Patterns

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    Customer scenarios fall into patterns. It’s valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on the event-based event planning scenario.
    Oct. 15, 2008
    Strategies
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  • How Customers Want to Return or Exchange a Product

    Identifying and Measuring the Key Moments of Truth in Return/Exchange/Cancel Customer Scenario® Patterns

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    Customer scenarios fall into patterns. It's valuable to know these patterns ahead of time so you can focus on how to differentiate the experience you offer. This report focuses on a typical return/exchange/cancel scenario.
    Sep. 11, 2008
    Strategies
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  • Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 2)

    Anticipating the "Moments of Truth" that Surface Consistently in B2B Customers' Scenarios

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    In many customer scenarios, there are common moments of truth that emerge despite differences in the customers' businesses. This report looks at those moments of truth that surface consistently in B2B select & buy scenarios.
    Jun. 17, 2004
    Strategies
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  • Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 1)

    Unpacking "Moments of Truth" that Surface Consistently in B2B Customers' Scenarios

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    Before you begin a Customer Scenario® Mapping exercise, you should capture the context of the scenario.
    Jun. 3, 2004
    Strategies
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