Sales Model Customer Experience Strategy Canvas PreSales Goals

Sales Model Customer Experience Strategy Canvas Pre-Sales Goals Key Activities Needs Awareness / Engagement Plan Business Customer Who Goals Key Activities Post-Sales Key Activities Needs Channels Interaction Preferences Culture Metrics © Cust. Core 2015 – www. custcore. com. au Service Model Metrics Retention Plan

Sales Model Customer Experience Strategy Canvas Pre-Sales Goals Business 5 1 1 Awareness / Engagement Plan 1 3 Key Activities Customer 7 Needs Who Needs 2 1 2 8 Key Activities 3 3 Channels 8 Interaction Preferences 4 Culture 6 Metrics © Cust. Core 2015 – www. custcore. com. au 9 Service Model 5 Key Activities 7 Post-Sales 9 Metrics 1 0 Retention Plan 1 2

Sales Model Pre-Sales - Customers treated as a person, not a transaction - No pushy sales! - Persistent shopping cart capability online - CRM link to i. Pad in store so team member can see customer details if previously purchased - Upsell / cross-sell only where 100% suitable – we don’t push product Awareness / Engagement Plan - General community online and social media (linked to customers as well) - Competitions run online asking for likes and hashtags to promote company - Key influencers online targeted for product placement - Online advertising - Traditional advertising and promotions will be limited Customer Experience Strategy Canvas – Furn. Co (Example) Goals - Make it easy to find Furn. Co - Be front of mind for potential customers - Be referred by customers Key Activities - Customer interactions - Managing stores / website - Selling - Sourcing product - Marketing - Tailoring offerings Channels - Online website - Live chat - Social media (marketing and leads) - Retail stores - Customer contact phone line - Make it easy to see how furniture fits in house - Build reputation - Easy to buy from Key Activities - Goals Business - Obtain great reviews - Deliver great post sales - Easy delivery experience service - Keep customers engaged post - Get return business sale Customer Researching retailers Comparing products Planning layout Purchasing - Key Activities Receiving products Placing in home Additional purchases Returns (if needed) Needs Who Needs - Find reputable retailer - Compare different models - Plan layout of house - Good quality - Reasonable price - Retail locations - Online site - Bargain seeking households who still want quality furniture - Any location in Australia - Like more modern furniture - Want to furnish whole house - Easy delivery (if not in store) - Help laying out at home - Kept updated with latest styles - Easy returns if not suitable Interaction Preferences - Online (research and ongoing) Retail (if want to see product) Email if need to return / discuss Calling as last resort - Customer first – do what you can to give customers great Culture experience - Process drives outcomes – but customers trump process if there is an issue - Give customer benefit of doubt © Cust. Core 2015 – www. custcore. com. au Key Activities - Delivering products - Laying out house - Customer service - Customer contact - Community management Channels - Online website (info) - Live Chat - Social media (issue follow-up) - Email (issues) - Customer contact phone line - Retail - We celebrate customer recommendations and successes - Rewards based around customer measures and data - Posters on walls at back of house reinforcing customer principles and values - We treat our people well so that they treat customers well Service Model - 24/7 support online (inc. live chat) - Case management (first contact takes accountability) - Customer channel of choice for service (all channels allowed) - Customers kept updated on issue progress if longer than 24 hour resolution - All interactions logged in CRM Retention Plan - Customer community created online and in social media - Regular content added to Facebook / Instagram - Special offers included on sites for return business and referrals - Customers asked to share pictures of products in use - Follow-up calls to customers 3 months after purchase to check satisfaction Metrics - NPS (Sales Episode) - Customer Effort Score (CES) - Conversion rates - Referrals Post-Sales - NPS (End to End) - CES (service) - NPS (Delivery) - Reviews - FCR