Prezi

Present Remotely

Send the link below via email or IM

Copy

Present to your audience

Start remote presentation

  • Invited audience members will follow you as you navigate and present
  • People invited to a presentation do not need a Prezi account
  • This link expires 10 minutes after you close the presentation
  • A maximum of 30 users can follow your presentation
  • Learn more about this feature in the manual

Do you really want to delete this prezi?

Neither you, nor the coeditors you shared it with will be able to recover it again.

DeleteCancel

Make your likes visible on Facebook?

Connect your Facebook account to Prezi and let your likes appear on your timeline.
You can change this under Settings & Account at any time.

No, thanks

Customer Experience Game

No description
by James McDavid on 5 December 2012

Comments (0)

Please log in to add your comment.

Report abuse

Transcript of Customer Experience Game

Forrester
Customer
Journey Game Target Persona Data Meet Jerry Stevens. He is your company’s target customer. Provided is data on which digital devices and channels he spends his time on, in addition to data on his relationship with ads. Use the information in this packet to lend insight into which channels are best to move him along the customer lifecycle. Base: US online adults (18+) who access the internet at least weekly or more often from the following devices Internet & Ads Name: Jerry Stevens
Age: 43
Status: Married
Family: 2 young kids Salary: 100K, financially stable
Geographical Location: North America/Suburban
Interests: baseball, hiking, and technology gadgets Source: North American Technographics Online Benchmark Survey (Part 2), Q2 2012 (US, Canada) Base:1,282 US online adult (18+) males, age 35-45 and household income $100k+ with a mobile phone (Multiple responses accepted) General Information * Time in hours Base: 57,499 US online adults (18+) Source: North American Technographics Online Benchmark Survey (Part 1), Q2 2012 (US, Canada) Weekly Activities Source: North American Technographics Online Benchmark Survey (Part 2), Q3 2012 (US, Canada) Base:1,282 US online adult (18+) males, age 35-45 and household income $100k+ Social Media Activities Source: North American Technographics Online Benchmark Survey (Part 1), Q2 2012 (US, Canada) Base:2,446 US online adult (18+) males, age 35-45 and household income $100k+ with a mobile phone Mobile Activities Base:1,282 US online adult (18+) males, age 35-45 and household income $100k+ with a mobile phone (Multiple responses accepted) Interactions with Companies/Brands Step 1: Take five minutes and review the data of your target customer on your own. Understand how he uses digital today. Step 2: Work as a team and create your company name and decide what you are trying to sell to your customer. Step 3: Determine which channels you will use to get your customer to Discover you (hint: use your customer data!). Lay those channel cards on the board next to the Discover stage. Continue to map your customer’s journey, using the most appropriate channel cards to move your customer from one stage of the life cycle to the next. Use at least one channel card in each stage of the life cycle. Note: why you picked to use that channel and how it helps move the customer to the next stage of the life cycle. Step 4: Use your Sharpie marker and write down all of the internal and external groups that you’d have to work with in each phase of the lifecycle (IT, PR, Agency, User Experience, Analytics, etc.). Step 5: Share with your peers! Game Board Rules of the Game What is the Customer Life Cycle? The customer life cycle is a framework for how customers interacting with your brand. The framework consists of 4 stages: Discover, Explore, Buy, Engage. ZOOM IN TO SEE HOW JERRY USES DIFFERENT CHANNELS Channel Card Road Block Cards Can be randomly distributed to negate one of the channels due to budget or executive approval, so players will need to find a workaround with another channel.
See the full transcript