Do you understand your customer's journey?

WHY?

If you lined up 90% of the marketing agencies out there right now and removed all the branding they would be indistinguishable from each other’

We realised that marketing and it’s services have become commoditised and so we decided to create the FYI Customer Architect Model.

The model leverages some of the best theories and practices we have used over the past 20 years, and combines them to work with one another to ensuring the premise of customer centricity becomes the sole purpose in any design.

Our Purpose

‘Putting the customer first’.

The Customer Architect Model is made up of 5 triangles, which when combined together form a pentagon.

This pentagon represents the customer's journey.

These 5 triangles are 5 areas of focus that you must achieve in the design of a successful customer

journey.

P U R PO S EIt's not what you do but why you do it

1

The FYI CAM - Golden Circles

Why:

How:

What:

1

P E O P L EWho and where are they?

2

Life Goal:

Experience:

Name:

Job title:

Day to day jobs to be done:

Work Attitude:

Lifestyle:

Environment:

Age: Key Attributes:

Their needs:

People

Give them a pseudonym xx

What is their job title?

What are the day to day duties they have to carry out?

Is this person ambitious? Do they have attention to detail etc.

What is their lifestyle? Mainly work orientated? Happy? Busy etc?

What environment do they work in? inside, outside? At a desk, In a car?

What is the main goal in life for this person?

What is their experience? Where have they come from?

What are their key attributes as a person?

What are their needs to be successful in their job and life? Do they need more time, do they need to trust etc?

insert image of your persona here

P E R C E P T I O NPut a spotlight on your interactions in their journey

3

Perception map

Job to be done

Awareness Familiarity Consideration Purchase Loyalty

Personification

Main aim

Who is responsible?

Channel

Resource

P R O P O S I T I O NThe consumer and you, why you should do business

4

Customer Architect Model Proposition Canvas

WHAT DOES SUCCESS LOOK LIKE?

WHAT?

JOBS TO TALK TO INSIGHTS

WHAT ARE YOU HELPING TO FIX?

HOW?(How is your customer going to interact with your product or service? Where does it map to in the customer journey in Side 3 of the FYI Pentagon e.g. landing page in trigger information / telephone call in moment of purchase)

(What are you trying to promote, engage or sell to your customer? What is the actual product or service you are offering, pricing online / offline. Data mapping. e.g. % market share of x number of possible customers in my market?

(What is the job title you are looking to talk to purchase your product or service? From side 2 of the FYI pentagon - Segmentation)

(What is it your product or service will relieve?) (What would be seen as a successful product or service offering to your customer?)

(Key buying times, How large is the market, where do they reside digitally? From side 2 of the FYI pentagon – Segmentation)

Side 4 - FYI CAM Proposition Canvas created by FYI100 2017

WHY?(why would your customer be interested in this product or service? Your statement from side 1 of the FYI pentagon)

P L A N N I N GInternal & external

5

Proof Check

Our Purpose is

The Persona will

And their perception will be

Through the channels

Measured by

Consideration Check

Our Purpose is

Our Personas acted

The perception was

Through the channels

We will now

PURPOSE

PEOPLE

PERCEPTION

PROPOSITION

PLANING

The FYI Customer Architect Model

Using the canvases help define the right blueprint, for the right audience, at the right time.These tools ensure that you are customer centric.

TIM ELLIOTTTel: 07511342085Email: tim@fyi100.co.uk Twitter: @TimElliottUK

STEVE RICKTel: 07734294613Email: steve@fyi100.co.uk Twitter: @steverickuk

www.fyi100.co.uk

Would you like to license the CAM model to use with your customers? It is easy to do so and this is what you get...

● All canvases, and access to any updates to the canvases throughout the year. With additional training on any changes made.

● Full training of how to use the CAM model with your customers.● Full support for the year through Tim and Steve, with direct contact to

them and scheduled video calls with them once a month.● Dedicated support with your first customer from Tim and Steve. They

will help support you with a visit in a workshop scenario and help you with the completion of the canvases and the first Blueprint.

● Digital marketing collateral for you to add to your digital profiles and websites.

● Your name will be hosted on www.fyi100.co.uk as a channel partner of choice.

● Join Tim and Steve in a discussion on their podcast.● Meet with all other channel partners in an annual architect assemble.

Contact TIM ELLIOTT Tel: 07511342085 Email: tim@fyi100.co.uk Twitter: @TimElliottUK

Become a channel partner