The columns are labeled according to the six stages of the product life cycle: purchase, delivery, use, augmentation (expanding the product’s capabilities through accessories or upgrades), maintenance, and end of life.
Chan Kim’s method for measuring customer experience is through their scorecard. Blue Ocean Strategy: Customer Experience Scorecard Chan Kim advise that you use what they call a “buyer utility map,” which is essentially a customer experience scorecard for analyzing how your customer responds to your product at every stage.Ī blank example of a customer experience scorecard is shown below. In their book Blue Ocean Strategy, Renée Mauborgne and W. There are many different approaches to measuring customer experience. What are your customers thinking? How do you measure KPI for customer experience? Like this article? Sign up for a free trial here. Shortform has the world's best summaries of books you should be reading. This article is an excerpt from the Shortform summary of "Blue Ocean Strategy" by W.
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