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Customer Experience Pyramid
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It is structured as a pyramid with three levels, each representing a different aspect of the customer experience.
how does the method work?
The three levels of the pyramid range from useful, to easy, to enjoyable:
- Useful: The lowest level, the base, focuses on the basic needs of customers. These needs include product quality, reliability, ease of use, and other functional aspects that customers expect from a product or service. It is important that companies meet these functional needs in order to build trust and credibility with their customers.
- Easy: The second level is the level, which focuses on a simple and smooth application. Less is often more here. Remove all unnecessary steps in the customer journey and make this as simple as possible.
- Enjoyable: The third level of the pyramid is the emotional level. This level deals with the feelings and emotions that customers associate with a product or service. Companies can improve the emotional level of the customer experience by creating positive experiences that resonate with customers on a personal level.
Step by Step Guide
There are various variations of the Customer Experience Pyramid. The LIH-Canvas, which is provided here, guides you through the three levels in the form of three questions:
Think of a current service you provide and ask step by step what is useful, easy and fun about this solution based on the questions.
1st level: Are customers achieving their goals?
2nd level: Is the process intuitive?
3rd level: Was it fun?
When you're done, you can also go through this exercise notionally for a solution 5 years from now.
Use our Miro template in the link area to apply the method yourself.
To use the board for yourself, make a copy of it (our board is in view-mode, so you need to make a copy to be able to edit it) and you can start working right away!
The application leads to the following outcomes: Evaluate and reflect on their own strategies for improving the customer experience and create more meaningful and impactful experiences for customers that lead to increased customer loyalty, advocacy and growth
method canvas
Use canvas
in Miro
or
pdf file
