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Blue Ocean Strategy - Buyer Experience Cycle
 
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D. Fournier D. Fournier, Senegal
15
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?

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  Jaap de Jonge Jaap de Jonge
Editor, Netherlands
 
2
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?

  Andrew Nelson Andrew Nelson
CEO, Australia
 
2
B2B 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 (...)

  Anonymous Anonymous
 
1
25 Touchpoint and Stages in a B2B Buyer Process
@Andrew Nelson: Yes indeed. Here's a comprehensive illustration of your important remark that a buyer experience in B2B has way more steps and touch points to explore for a company wanting to offer a (...)

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Special Interest Group
More on Blue Ocean Strategy
Summary
Forum
topic Visionary Leadership and Blue Ocean Strategy
topic Purple Ocean Strategy
topic Strategic Sequence: Best Practices and Pitfalls
topic Disadvantages of a Blue Ocean Strategy
topic How to Use the Six Paths Framework to Move Into a Blue Ocean
topic A BOS is Creating a New Mental Category
topic Differences in BOS / ROS Cultures
topic How to Avoid Imitation of Blue Ocean Strategy?
topic How to Use the Pioneer-Migrator-Settler Map (PMS Map)?
🔥 How to Start with Blue Ocean Strategy as a Startup?
topic Porter Model vs Blue Ocean Strategy
topic Why is it Called 'Blue' Ocean Strategy?
topic BOS = Niche Market Strategy?
topic Blue Ocean Strategy in Small Companies
topic Can a Blue Ocean Eventually Turn Into a Red Ocean?
topic The Four Actions Framework for Blue Ocean Strategy
topic Execution Hurdles in Blue Ocean Strategy
👀Blue Ocean Strategy - Buyer Experience Cycle
topic Filtering Blue Ocean Ideas: Strategic Overlays
topic Blue Ocean Strategy: Buyer Utility Map and Levers
topic Is Blue Ocean Strategy Contrary to Standard Views Within Economics?
topic Blue Ocean Strategy - Three Tiers of Noncustomers
topic First Mover Advantage in Blue Ocean Strategy
topic Use CSR as Part of your Blue Ocean Strategy
topic Importance of BOS is Focus on Innovating
topic BOS in Less Developed Countries
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