logo

Blue Ocean Strategy - Buyer Experience Cycle
Knowledge Center

Blue Ocean Strategy
Forum

Rating

D. Fournier
9
D. Fournier, Senegal

Blue Ocean Strategy - Buyer Experience Cycle

In Blue Ocean Strategy there is a tool called Buyer Experience Cycle. It deals with the experience a buyer has in the various stages of buying-owning-disposing of a product or service. There are six stages of buyer experience:
1. Purchase
2. Delivery
3. Use
4. Supplemental products/services
5. Maintenance
6. Disposal
Who has anything further to share RE this tool?

X

Sign up for free

Welcome to the Blue Ocean Strategy forum of 12manage.

Here we exchange knowledge and experiences in the field of Blue Ocean Strategy.

❗Sign up now to gain access to 12manage. Completely free.

Reg
 

Rating
  Andrew Nelson
2
Andrew Nelson
CEO, Australia
 

Buyer Experience Cycle

The six stages you list are just a guide. They represent a typical cycle for a B2C product. But it is important to firstly customise this list to the special circumstances of your product, service or business.
For example, when working with B2B products and services we often find that it is helpful to explore more initial steps than simply "Purchase", because the purchase is usually quite complex and may involve many stakeholders of different kinds.
In fact, in any case where there is more than one person involved in the purchase (e.g., influencers and end users) it may be necessary to codify the experience cycle that each important stakeholder goes through.

  Jaap de Jonge
2
Jaap de Jonge
Editor, Netherlands
 

Buyer Experience Questions

A buyer's experience can usually be broken down into a cycle with six approximate stages, running from purchase to disposal.
Each stage encompasses a variety of specific experiences. Here's a list of typical questions to help you determine the quality of the buyer's experience.
  1. PURCHASE
    • How long does it take to find the product/service you need?
    • Is the place of purchase attractive and accessible?
    • How secure is the transaction environment?
    • How rapidly can you make a purchase?
  2. DELIVERY
    • How long does it take to get the product/service delivered?
    • How difficult is it to unpack and install the new product?
    • Do buyers have to arrange delivery themselves?
    • If so, how costly and how difficult is this?
  3. USE
    • Does the product/service require training or (expert) assistance?
    • Is the product easy to store when not in use?
    • How effective are the features and functions of the product/service?
    • Does the product/service deliver more options than required by the average user? Is it perhaps overcharged with bells and whistles?
  4. SUPPLEMENTS
    • Do you need other products or services to make this product/service work?
    • If so, what are the costs of them?
    • How much time do they take?
    • How much pain do they cause? For example, how easy are they to obtain?
  5. MAINTENANCE
    • Does the product/service require (external) maintenance?
    • How easy is it to maintain/upgrade the product/service?
    • What are the maintenance/upgrade costs?
  6. DISPOSAL
    • Does use of the product to create any waste items?
    • How easy is it to dispose of the product?
    • Are there any legal or environmental issues in disposing of the product safely?
    • What are the costs of disposal?

 

Leave a comment
Help improve this subject

More on Blue Ocean Strategy
Summary Discussion Topics
topic Visionary Leadership and Blue Ocean Strategy
topic Purple Ocean Strategy
topic Blue, Green or Even Violet Ocean Strategies
topic Strategic Sequence: Best Practices and Pitfalls
topic Blue Ocean Strategy Disadvantages
topic Six Paths to Moving from Red to Blue Ocean
topic A BOS is Creating a New Mental Category
topic What is a Pioneer-Migrator-Settler Map (PMS Map)?
topic Why is it Called 'Blue' Ocean Strategy?
topic BOS = Niche Market Strategy
topic Differences in BOS / ROS Cultures
topic Blue Ocean Strategy in Small Companies
topic How to Avoid Imitation of Blue Ocean Strategy?
topic Can a Blue Ocean Eventually Turn Into a Red Ocean?
topic The Four Actions Framework for Blue Ocean Strategy
topic BOS is More of the Same
topic Execution Hurdles in Blue Ocean Strategy
topic Porter Model vs Blue Ocean Strategy
topic Filtering Blue Ocean Ideas: Strategic Overlays
topic Blue Ocean Strategy - Three Tiers of Noncustomers
topic Blue Ocean Strategy of Google
👀Blue Ocean Strategy - Buyer Experience Cycle
topic BOS and ROS are Both Supplier Centric
topic How to Start with Blue Ocean Strategy as a Startup?
topic Blue Ocean Strategy - Apple
topic Blue Ocean Strategy: Buyer Utility Levers
topic BOS / ROS Isn't a Strategy
topic First Mover Advantage / Price Maker in BOS
topic Use CSR as Part of your Blue Ocean Strategy
topic Importance of BOS is Focus on Innovating
topic Blue Ocean Strategy for UPS
topic Blue Ocean Strategy Sequence L.L. Bean
topic BOS in Less Developed Countries
🔥 Validated Instrument for Measuring Blue Ocean Strategy
topic Blue Ocean is Economics Failure
topic Blue Ocean Strategy Sequencing for Blockbuster
topic Blue Ocean Strategy Strategic Sequence - EBay
topic Strategic Sequencing for Adult Education / Learning
topic Blue Ocean Strategic Sequencing for US Airways?
topic Blue Ocean Strategy - Best Buy
topic Blue Ocean Strategic Sequence for Amazon.com
topic Blue Ocean Strategic Sequence for Barnes and Noble
topic Blue Ocean Strategic Sequencing - Dell
topic Blue Ocean Strategic Sequencing for Delta Airlines
topic Blue Ocean Strategic Sequencing on Disney
topic Blue Ocean Strategy Sequencing - Nestle
topic The Blue Ocean Strategy (BOS) Sequence of Citibank
topic Blue Ocean Strategic Sequence for Blockbuster
topic Blue Ocean Strategic Sequencing in Office Furniture
Special Interest Group


More on Blue Ocean Strategy
Summary Discussion Topics
topic Visionary Leadership and Blue Ocean Strategy
topic Purple Ocean Strategy
topic Blue, Green or Even Violet Ocean Strategies
topic Strategic Sequence: Best Practices and Pitfalls
topic Blue Ocean Strategy Disadvantages
topic Six Paths to Moving from Red to Blue Ocean
topic A BOS is Creating a New Mental Category
topic What is a Pioneer-Migrator-Settler Map (PMS Map)?
topic Why is it Called 'Blue' Ocean Strategy?
topic BOS = Niche Market Strategy
topic Differences in BOS / ROS Cultures
topic Blue Ocean Strategy in Small Companies
topic How to Avoid Imitation of Blue Ocean Strategy?
topic Can a Blue Ocean Eventually Turn Into a Red Ocean?
topic The Four Actions Framework for Blue Ocean Strategy
topic BOS is More of the Same
topic Execution Hurdles in Blue Ocean Strategy
topic Porter Model vs Blue Ocean Strategy
topic Filtering Blue Ocean Ideas: Strategic Overlays
topic Blue Ocean Strategy - Three Tiers of Noncustomers
topic Blue Ocean Strategy of Google
👀Blue Ocean Strategy - Buyer Experience Cycle
topic BOS and ROS are Both Supplier Centric
topic How to Start with Blue Ocean Strategy as a Startup?
topic Blue Ocean Strategy - Apple
topic Blue Ocean Strategy: Buyer Utility Levers
topic BOS / ROS Isn't a Strategy
topic First Mover Advantage / Price Maker in BOS
topic Use CSR as Part of your Blue Ocean Strategy
topic Importance of BOS is Focus on Innovating
topic Blue Ocean Strategy for UPS
topic Blue Ocean Strategy Sequence L.L. Bean
topic BOS in Less Developed Countries
🔥 Validated Instrument for Measuring Blue Ocean Strategy
topic Blue Ocean is Economics Failure
topic Blue Ocean Strategy Sequencing for Blockbuster
topic Blue Ocean Strategy Strategic Sequence - EBay
topic Strategic Sequencing for Adult Education / Learning
topic Blue Ocean Strategic Sequencing for US Airways?
topic Blue Ocean Strategy - Best Buy
topic Blue Ocean Strategic Sequence for Amazon.com
topic Blue Ocean Strategic Sequence for Barnes and Noble
topic Blue Ocean Strategic Sequencing - Dell
topic Blue Ocean Strategic Sequencing for Delta Airlines
topic Blue Ocean Strategic Sequencing on Disney
topic Blue Ocean Strategy Sequencing - Nestle
topic The Blue Ocean Strategy (BOS) Sequence of Citibank
topic Blue Ocean Strategic Sequence for Blockbuster
topic Blue Ocean Strategic Sequencing in Office Furniture
Special Interest Group
Knowledge Center

Blue Ocean Strategy


About 12manage | Advertising | Link to us / Cite us | Privacy | Suggestions | Terms of Service
© 2024 12manage - The Executive Fast Track. V17.2 - Last updated: 20-5-2024. All names ™ of their owners.