As you consider each of these characteristics during each of the product’s life cycle stages, the authors invite you to ask yourself where the buyer would encounter problems or pain points. The rows are labeled with characteristics rating the quality of the customer’s experience in six categories: efficiency, simplicity, convenience, risk, glamour, and environmental friendliness. In other cases, such as when the product is a one-time service, steps like maintenance and augmentation might not be relevant.) In some cases, there could be an installation or assembly step in between delivery and use. (Shortform note: Depending on the product, the buyer experience cycle could be different from the six steps that Kim and Mauborgne present. 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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