Purchasing a Workplace Printer from Dell.pptx

It is a presentation about purchasing a printer from Dell

1. Purchasing a Workplace Printer from Dell

2. Description of the Company Dell Technologies is a multinational company with the headquarters in the United States The company specializes in the production of personal computers and computer gadgets . Has a reputation for the production of world class printers The printers are known for being easy to use without a dedicated IT staff responsible for maintaining them . They are suitable for medium and large scale organziations

3. The persona/ Customer The customer needs to have an understanding of their requirements Important to be specific on the requirements of the printer One should consider the nature of the problem and how the printer is in effect Consideration of the buyer persona such as the demographic details, interests and behavioral traits Determination of a strategic fit between the buyer persona and the specifications of the printer Dell Printer

4. The Scenario/ purpose to be examined Customer expects that the printer will mete their needs The scenario also focuses on the budget of the customer The customer looks at the available options and alternatives in the printing section Weighing of the available options on the printers available to the customer Consideration of important features such as brand, connectivity, features and speed

5. Touch points and Channels Analysis of the available journey phases and periods in the channel features C onsideration of the ease of interactions and engagement with the website Research on the market prices and trends regarding the printers Checking of reviews online and from referrals Enhanced engagement with the staff and online feedback features provided on the website Ability to compare different printers

6. Actions of the Customer Includes the tactile and physical behavior of the customer The customer understanding of the printers provided by the company A review of the insights gained from online feedback and also word of mouth engagement Analysis of the customer experience shared by other users in the website An analysis of reviewed knowledge and interactive processes gained from the analytical experience

7. Thoughts and Mindsets Review of the user’s thoughts and plans as they undergo the journey and different phases Includes questions that customer may raise in the course of the process The motivational factors that influence the customer towards making a purchase of the printers The informational needs and engagements that the customer gains from the experience with the printers

8. Emotional Needs Explains the satisfaction of the customer in the journey Documentation of possible highs and lows in the process and the impacts on their feelings Possible frustrating aspects the customer encounters in the course of the journey An overall review of the customers demonstrated, expressed, or possessed during observational research Possible measures of improvement by the company while analyzing the journey

9. Insights and Opportunities The beneficial features gained from the customer journey map Analysis of the important functional features to improve the journey in the future Company assessment of the gaps and needs in customer journey and seeking for improvements Better management and improved platforms to be used in development of the journey Means of adaptation to changing customer behavior Dell understands how to optimize the user experience.

10. Ownership Means of introducing changes based on identified opportunities Enhanced measures and accountability for change in the process Dell engages with the customers to assess insights and opportunities Better ways of improving relationships with the customers in te journey Dells gains an action plan for introducing changes that create a better user experience for end users.