customer-experience
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Original
English🇨🇳
Translation
ChineseCustomer Experience Analysis
客户体验分析
Metadata
元数据
- Name: customer-experience
- Description: Customer journey and touchpoint analysis
- Triggers: customer experience, CX, journey map, touchpoint, satisfaction
- 名称: customer-experience
- 描述: 客户旅程与触点分析
- 触发词: 客户体验, CX, 旅程地图, 触点, 满意度
Instructions
说明
Map customer experience for $ARGUMENTS to identify improvement opportunities.
针对$ARGUMENTS绘制客户体验地图，以识别改进机会。
Framework
框架
Customer Journey Stages
客户旅程阶段
| Stage | Touchpoints | Customer Actions | Emotions |
|---|---|---|---|
| Awareness | Ads, social, word-of-mouth | Discover brand | Curious |
| Consideration | Website, reviews, store | Research options | Evaluating |
| Purchase | Checkout, sales, payment | Buy product | Excited/Anxious |
| Use | Product, support, onboarding | Use solution | Satisfied/Frustrated |
| Loyalty | Follow-up, community, rewards | Recommend, repurchase | Engaged |
| 阶段 | 触点 | 客户行为 | 情绪 |
|---|---|---|---|
| 认知阶段 | 广告、社交媒体、口碑传播 | 发现品牌 | 好奇 |
| 考虑阶段 | 官网、评论、门店 | 研究备选方案 | 评估中 |
| 购买阶段 | 结账流程、销售咨询、支付环节 | 购买产品 | 兴奋/焦虑 |
| 使用阶段 | 产品本身、客服支持、入门引导 | 使用解决方案 | 满意/沮丧 |
| 忠诚阶段 | 跟进服务、用户社区、奖励计划 | 推荐品牌、重复购买 | 高度参与 |
Experience Metrics
体验指标
| Metric | Formula | Target |
|---|---|---|
| NPS | % Promoters - % Detractors | >50 |
| CSAT | Satisfied customers / Total surveyed | >80% |
| CES | Effort score (1-7 scale) | <3 |
| Retention | Returning customers / Total | >90% |
| 指标 | 计算公式 | 目标值 |
|---|---|---|
| NPS | 推荐者占比 - 贬损者占比 | >50 |
| CSAT | 满意客户数 / 受访客户总数 | >80% |
| CES | 费力评分（1-7分制） | <3 |
| 留存率 | 复购客户数 / 总客户数 | >90% |
Output
输出格式
undefinedundefinedCustomer Experience Analysis: [Product/Service]
Customer Experience Analysis: [Product/Service]
Journey Map
Journey Map
Stage 1: Awareness
- Touchpoints: [List]
- Pain points: [Issues]
- Opportunities: [Improvements]
Stage 2: Consideration
- Touchpoints: [List]
- Pain points: [Issues]
- Opportunities: [Improvements]
[Continue for all stages]
Stage 1: Awareness
- Touchpoints: [List]
- Pain points: [Issues]
- Opportunities: [Improvements]
Stage 2: Consideration
- Touchpoints: [List]
- Pain points: [Issues]
- Opportunities: [Improvements]
[Continue for all stages]
Experience Scorecard
Experience Scorecard
| Metric | Current | Target | Status |
|---|---|---|---|
| NPS | 35 | 50 | 🟡 Gap: -15 |
| CSAT | 72% | 80% | 🟡 Gap: -8% |
| CES | 4.2 | 3.0 | 🔴 Gap: +1.2 |
| Retention | 85% | 90% | 🟡 Gap: -5% |
| Metric | Current | Target | Status |
|---|---|---|---|
| NPS | 35 | 50 | 🟡 Gap: -15 |
| CSAT | 72% | 80% | 🟡 Gap: -8% |
| CES | 4.2 | 3.0 | 🔴 Gap: +1.2 |
| Retention | 85% | 90% | 🟡 Gap: -5% |
Priority Improvements
Priority Improvements
| Priority | Stage | Issue | Impact | Effort |
|---|---|---|---|---|
| 1 | Purchase | Long checkout | High | Medium |
| 2 | Use | Complex onboarding | High | High |
| 3 | Consideration | Poor mobile UX | Medium | Low |
| Priority | Stage | Issue | Impact | Effort |
|---|---|---|---|---|
| 1 | Purchase | Long checkout | High | Medium |
| 2 | Use | Complex onboarding | High | High |
| 3 | Consideration | Poor mobile UX | Medium | Low |
Action Plan
Action Plan
Immediate (0-30 days)
- [Action 1]
- [Action 2]
Short-term (30-90 days)
- [Action 1]
- [Action 2]
undefinedImmediate (0-30 days)
- [Action 1]
- [Action 2]
Short-term (30-90 days)
- [Action 1]
- [Action 2]
undefinedTips
小贴士
- Walk through journey yourself
- Interview real customers
- Focus on emotional peaks and valleys
- Prioritize high-impact, low-effort fixes
- 亲自体验完整客户旅程
- 采访真实客户
- 关注客户情绪的高峰与低谷
- 优先处理高影响、低投入的改进项