Customer Scenarios are customers’ ideal workflows for getting things done. To design and deliver a great customer experience, start by streamlining the things that customers want and need to get done. We have co-designed customer scenarios with actual consumer and business customers in many industries over 20 years. What customers consider an ideal experience changes over time, but there are baseline requirements you need to meet. These articles provide templates you can use to design (or co-design) ideal customer experiences.

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• Using Customer Scenarios in Your Design of Customer-Centric Initiatives
  
  
• Customer/Product Lifecycle Scenarios
  
  
• Event-Based Customer Scenarios
  
  
• Outcome-Based Customer Scenarios
  
  
• Customer-Centric Business Process Management
  
  
• "Manage My Stuff" Scenarios
  
  

Quick Way to Gather Customer Requirements
Customer Scenario^® Mapping with Customers Will Help You Define the Information, Services, Business Events, Rules, and Business Processes They Need to Support Their Scenarios

The Not So Friendly Route to Flying the Skies
Lessons Learned from Customers’ Moments of Truth in Multi-Leg Travel Planning

Provide a 360-Degree View of Each Customer’s Context
The Key to Making It Enjoyable for Customers to Get Things Done

Streamline Customers Critical Scenarios
The Key to Making It Enjoyable for Customers to Get Things Done

Putting E-Learning in the Context of Customers’ Scenarios
How Organizing Instructional Content for Just-in-Time Learning Enhances Customer Support

It’s a Matter of Trust
In Consumer Customer Scenarios, Don't Underestimate the Importance of a Trusted and Independent Third Party

How Customers Want to Find and Purchase Your Products/Services
Identifying and Measuring the Key Moments of Truth in Select & Buy Customer Scenario^® Patterns

Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products?
Unpacking 'Moments of Truth' that Surface Consistently in B2B Customers' Scenarios

Customer Scenario Patterns: Are You Making It Easy for B2B Customers to Select and Buy Your Products? (Part 2)
Anticipating the 'Moments of Truth' that Surface Consistently in B2B Customers' Scenarios

How Customers Want to Return or Exchange a Product
Identifying and Measuring the Key Moments of Truth in Return/Exchange/Cancel Customer Scenario^® Patterns

How Customers Want to Resolve a Problem
Identifying and Measuring the Key Moments of Truth in Break/Fix Customer Scenario Patterns

How Customers Want to Upgrade to a New "Model”
Identifying and Measuring the Key Moments of Truth in Product/Service Upgrade Customer Scenario^® Patterns

How Customers Want to Buy More of Your Products
Identifying and Measuring the Key Moments of Truth in Reorder/Renew/Replenish Customer Scenario^® Patterns

How Customers Want to Plan a Special Event
Identifying and Measuring the Key Moments of Truth in Event Planning Customer Scenario^® Patterns

How Customers Want to Learn a New Skill
Identifying and Measuring the Key Moments of Truth in the Customer Scenario^® Pattern of Acquiring a Skill

How Customers Want to Plan for Retirement with Financial Security
Identifying and Measuring the Key Moments of Truth in the “Planning for Retirement” Customer Scenario^® Pattern

The Four Cs of Business Process Management: Communication, Coordination, and Collaboration, and Customers!
Integrating People, Activities, and Operational Processes

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