touchpoints for founder institute mexico city
DESCRIPTION
This presentation I gave for the founders of Founders Institute Mexico City. One key message for every startup: focus on your first customer and embrace him or her. And think about Touchpoints.TRANSCRIPT
An orange is an orange.It’s just an orange.Unless of course, If its a Sunkist Orange...
(David Aaker)
The road to succes
The road to succes
The road to succes
TWO THINGS
1. Your first customer
TWO THINGS
2. Touchpoints
1. Your first customer
TWO THINGS
Embrace your first follower
Embrace your first follower
There is no movement without the first follower.
Have the guts to stand out
Have the guts to stand out Be visible.
People need to be reminded more than
they need to be instructed
People need to be reminded more than
they need to be instructed
Touchpoints
TouchpointsA touch·point is the interface of a product, service or brand with customers, non-customers, employees and other stakeholders before, during, and after a transaction
Touchpoint Model
Touchpoint Model
Consumer Activity
Touchpoint Model
SharedActivity
Consumer Activity
Brand Activity
SharedActivity
Consumer Activity
Brand Activity
Purchase cycle in time
Latent Need Orientation Intention Transaction Consumption (Dis)satisfaction
Touchpoint Model
SharedActivity
Consumer Activity
Brand Activity
Purchase cycle in time
Latent Need Orientation Intention Transaction Consumption (Dis)satisfaction
Explore Determine Experience Evaluate
Touchpoint Model
SharedActivity
Consumer Activity
Brand Activity
Purchase cycle in time
Latent Need Orientation Intention Transaction Consumption (Dis)satisfaction
Explore Determine Experience Evaluate
Attract Promise Deliver Confirm
Touchpoint Model
SharedActivity
Consumer Activity
Brand Activity
Engage Exchange Enjoy Extend
Purchase cycle in time
Latent Need Orientation Intention Transaction Consumption (Dis)satisfaction
Explore Determine Experience Evaluate
Attract Promise Deliver Confirm
Touchpoint Model
SharedActivity
Consumer Activity
Brand Activity
Engage Exchange Enjoy Extend
Purchase cycle in time
Latent Need Orientation Intention Transaction Consumption (Dis)satisfaction
Explore Determine Experience Evaluate
Attract Promise Deliver Confirm
Touchpoint Model
an example of a Consumer Journey
SharedActivity
Consumer Activity
Brand Activity
Engage Exchange Enjoy Extend
Purchase cycle in time
Latent Need Orientation Intention Transaction Consumption (Dis)satisfaction
Explore Determine Experience Evaluate
Attract Promise Deliver Confirm
Touchpoint Model
an example of a Consumer Journey
Touchpoints
DesignStorytellingSymfonyEmpathy
PlayMeaning
Touchpoints
Designattractive, simple to use and makes an emotional connection
Storytellingproviding just data is not sufficientyour brand has to tell a story
SymphonyYour message has to be part of the big picture
EmpathyBeing able to relate to your customers. Being able to use all your senses as if you were in their shoes.
EmpathyBeing able to relate to your customers. Being able to use all your senses as if you were in their shoes.
PlayWe are here to have a good time. Both at home and at the office
MeaningEnable to pursue more significant desires: purpose, transcendence, and spiritual fulfillment.
An orange is an orange.It’s just an orange.Unless of course, If its a Sunkist Orange...
(David Aaker)