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TRANSCRIPT
![Page 1: Customer Experience Map - peterspannagle.competerspannagle.com/wp-content/uploads/2015/01/TOMS-Customer-J… · Customer Experience Map ©2015 Mobiquity, Inc. Proprietary and Confidential](https://reader034.vdocuments.us/reader034/viewer/2022051913/6004b9742cdfe6127762b7c4/html5/thumbnails/1.jpg)
©2015 Mobiquity, Inc. Proprietary and Confidential 1
02/27/2015
Prepared by: Peter Spannagle, Principal UX Architect at Mobiquity
TOMSCustomer Experience Map
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One for One defines TOMS
TOMS value depends on products, but also includes giving and being part of a larger movement of like minded people
®
Guiding Hypotheses: Customer Mindset
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The journey from Brand Awareness to Brand Advocacy is non-linear and doesn’t require buying anything
Double down on product (value, quality, style) and what’s most meaningful to customers: giving and improving lives
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18 Customer Touchpoints
Brand Awareness Brand Advocacy
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Customer Experience Map (Workshop)
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Integrate Channels to improve the Customer Experience
How to re-ignite the TOMS brand?
Guiding Principles
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Accelerate progress from Brand Awareness to Brand Advocacy
Reduce customer confusion around Products
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Stages of the Customer Journey
Brand Awareness Shop/Reward Brand Advocacy
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Brand Aware to Advocate Loop
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Shop/Reward Loop
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Linear, Nonlinear and Time Based Processes
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Journey Model
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Qualitative Insights
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Journey Model
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Qualitative Insights
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Journey Model
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Qualitative Insights
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Journey Model
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Qualitative Insights
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Journey Model
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Qualitative Insights
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Quantitative Experience: Pending
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Takeaways
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Takeaways
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Takeaways
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