Designing a customer experience based on scenarios

There's a lot of interest about customer experience design. Increasingly, there is a belief that  true test for great brands is 'walking the talk' across touch points. As customers interact with brands across  various channels consistency of experience is becoming paramount.

I thought the diagram is a great way to  conceptualize and design a customer experience not just digital experience but across channels like retail, tele-support etc.

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Comments

[Sudarshan]

I think these are the four steps to become a compassionate marketing person (I always feel that communications professionals are supposed to be marketing people first)and the fact that we see so much of crappy communication around us is because most of the gentry aren't following the steps.