CUSTOMER VALUE CHAIN ANALYSIS

This worksheet is intended to facilitate critical discussions to unlock the creativity of participants in finding w
of the value chain and thereby enhance the customer experience.
# CUSTOMER EXPERIENCE POINT What?
1 How do customers get aware of the need for your product or service?
2 How do they find your offering?
3 How do they make their final selections?
4 How do order or purchase your product or service?
5 How is your product or service delivered?
6 What happens when you product or service is delivered?
7 How is you product installed?
8 How is your product or service paid for?
9 How is your product stored?
10 How is you product moved around?
11 What is the customer really using your product for?
12 What do customers need help with when they use your product?
13 What about returns or exchanges?
14 How is your product repaired or serviced?
15 What happens when your product is disposed off or no longer used?

What?
What are customers doing in each point of the consumption chain?
What else would they like to be doing?
What problems could they be experincing?
Is there anythingthat can be done to enhance their experience?
Where?
Where are your customers at this point in the consumption chain?
Where else might they be?
Where would they like to be?
Can you arrange for them to be there?
Do they have any concerns about their location?
When?
When - at the time of day or night, on what day of the week, at what time of
the year - are your customers at any given link in the chain?
Doesthis timing cause any problems?
If you could arrange it, when would they be at this link?
How?
How are your customers needs being addressed?
Do they have any concerns about the way in which your company is meeting
their needs?
How else might you attend to their needs and concerns?
ANALYSIS
ty of participants in finding ways to build differentiation at each point

Where? Who? When? How?

Business theme
Customers
Brief business model description