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New Distributor Journey

New Distributor Journey

join.kyani.com

 

googling Kyani

WHAT IS THE CUSTOMER DOING?

  • Googling Kyani

WHAT IS THE CUSTOMER EXPECTING?

  • Expecting to see other peoples experiences and reviews

  • Common questions about Kyani answered

  • Corporate website

WHAT IS THE CUSTOMER THINKING? QUESTIONS?

  • I want to be part of a positively viewed, reputable company and movement

  • I don’t want to be assocated with a scam or anything negative/unpopular

WHAT IS THE CUSTOMER FEELING? (Positive)

  • Hopeful

WHAT IS THE CUSTOMER FEELING? (Negative)

  • Negative reviews appeared at the top of the search

WITH WHAT TOUCH POINTS ARE THEY INTERACTING?

  • Google results

  • browser winder

 

RESULTS FROM GOOGLING “KYANI”

WHAT IS THE CUSTOMER DOING?

  • Review Results

WHAT IS THE CUSTOMER EXPECTING?

  • Both good and bad reviews

  • Hopeful for more good reviews

WHAT IS THE CUSTOMER THINKING? QUESTIONS?

  • Hmmm… is this actually a scam? Why would they write that if it wasn’t true?

WHAT IS THE CUSTOMER FEELING? (Positive)

  • Hopeful

WHAT IS THE CUSTOMER FEELING? (Negative)

  • Some people are calling this a scam/pyramid scheme

  • Disappointed in any negative results

  • Realizing its hard to make money

WITH WHAT TOUCH POINTS ARE THEY INTERACTING?

  • Google results

  • browser window

 

[ZOOMING WITH A BUSINESS PARTNER]

WHAT IS THE CUSTOMER DOING?

  • Zoom Opportunity Meeting

WHAT IS THE CUSTOMER EXPECTING?

  • Receive a solution to a problem

  • High pressure sales pitch

WHAT IS THE CUSTOMER THINKING? QUESTIONS?

  • How do you use zoom? This is new to me.

  • How can I leave/say no without hurting a relationship?

  • Can I really do this?

  • Do I have time?

  • Do I have what it takes?

  • Send me to a site. I don’t want to zoom with you

WHAT IS THE CUSTOMER FEELING? (Positive)

  • Optimistic

  • Excited

  • Hopeful about success

WHAT IS THE CUSTOMER FEELING? (Negative)

  • Nervous about what spouse, family and friends might say

WITH WHAT TOUCH POINTS ARE THEY INTERACTING?

  • Opportunity Presentation

 

CALL TO ACTION IN ZOOM MEETING OR ON PHONE OR VIA TEXT

WHAT IS THE CUSTOMER DOING?

  • Invited to Enroll

WHAT IS THE CUSTOMER EXPECTING?

  • Expecting to make lots of sweet, easy money

WHAT IS THE CUSTOMER THINKING? QUESTIONS?

  • Do I want to do this?

  • Will it be worth it?

  • Can I succeed?

WHAT IS THE CUSTOMER FEELING? (Positive)

  •  

WHAT IS THE CUSTOMER FEELING? (Negative)

  • Too much pressure

WITH WHAT TOUCH POINTS ARE THEY INTERACTING?

  •  

 

PROVIDED A LINK BY BUSINESS PARTNER TO ENROLL

WHAT IS THE CUSTOMER DOING?

  • Receives Enrollment Link

WHAT IS THE CUSTOMER EXPECTING?

  • An easy seamless process

WHAT IS THE CUSTOMER THINKING? QUESTIONS?

  •  

WHAT IS THE CUSTOMER FEELING? (Positive)

  • I’m ready to join Kyani

WHAT IS THE CUSTOMER FEELING? (Negative)

  •  

WITH WHAT TOUCH POINTS ARE THEY INTERACTING?

 

 

 

JOIN.KYANI.COM ENROLLMENT PAGE

WHAT IS THE CUSTOMER DOING?

  • Pulls up join.kyani.com

WHAT IS THE CUSTOMER EXPECTING?

  • Great mobile experience

  • Help with enrolling

  • Simple enrollment process

WHAT IS THE CUSTOMER THINKING? QUESTIONS?

  • Do I have the information I need?

  • Is mu sponsor going to get credit?

WHAT IS THE CUSTOMER FEELING? (Positive)

  •  

WHAT IS THE CUSTOMER FEELING? (Negative)

  • No chat support?

WITH WHAT TOUCH POINTS ARE THEY INTERACTING?

  • join.kyani.com

 

STEPPING THROUGH JOIN.KYANI.COM

http://join.kyani.com after filling out form but before hitting CONTINUE

WHAT IS THE CUSTOMER DOING?

  • Fills out initial form

WHAT IS THE CUSTOMER EXPECTING?

  • Simplicity

WHAT IS THE CUSTOMER THINKING? QUESTIONS?

  • Sponsor? What is my ID?

  • Enrolling BP: “What is the Sponsor ID?”

  • I have questions. Can I contact Customer Service?

  • Is there a live chat?

WHAT IS THE CUSTOMER FEELING? (Positive)

  • Auto Displays sponsor’s IDE when their link is used

WHAT IS THE CUSTOMER FEELING? (Negative)

  • ID is a mandatory item to process (maybe have a way of adding contact info or description of sponsor instead)

  • If the BP enters a sponsor ID, the entire page refreshes - feeling it invokes: Did something go wrong?

  • When they pick to use Google Chrome autofill, it turns the input boxes white making it hard to confirm the information is correct.

WITH WHAT TOUCH POINTS ARE THEY INTERACTING?

  • join.kyani.com

  • potential autofill on browser

  • link from referring distributor that will prepopulate the Referring Enroller

 

 

WHAT IS THE CUSTOMER DOING?

  • Shown Packages

WHAT IS THE CUSTOMER EXPECTING?

  • Understanding of what products are needed

WHAT IS THE CUSTOMER THINKING? QUESTIONS?

  • Simply yet different options

  • What are these items?

  • What is the least I can spend?

WHAT IS THE CUSTOMER FEELING? (Positive)

  • Great looking images

  • Likes knowing where they are at in the Enroll Progress

WHAT IS THE CUSTOMER FEELING? (Negative)

  • Only 20% done? What else do I have to do?

  • (Didn’t notice the additional options on packages - not well highlighted)

WITH WHAT TOUCH POINTS ARE THEY INTERACTING?

 

 

WHAT IS THE CUSTOMER DOING?

  • Review pack details and chose $599 pack

WHAT IS THE CUSTOMER EXPECTING?

  • See package details

  • See product details

WHAT IS THE CUSTOMER THINKING? QUESTIONS?

  • What is in these packs?

WHAT IS THE CUSTOMER FEELING? (Positive)

  •  

WHAT IS THE CUSTOMER FEELING? (Negative)

  • No translations

WITH WHAT TOUCH POINTS ARE THEY INTERACTING?

 

 

Before clicking on expandable field for additional items
US Market - no additional items available

WHAT IS THE CUSTOMER DOING?

  • Shown Additional Products they can order

WHAT IS THE CUSTOMER EXPECTING?

  • No description of product(s) or how these are different from their initial choice

  • Other product options not just different packs

  • Some markets don’t have “aditional products”

WHAT IS THE CUSTOMER THINKING? QUESTIONS?

  • How is this different from the pack I just bought?

WHAT IS THE CUSTOMER FEELING? (Positive)

  •  

WHAT IS THE CUSTOMER FEELING? (Negative)

  • I just bought an expensive pack. Do I really need more?

WITH WHAT TOUCH POINTS ARE THEY INTERACTING?

 

 

 

WHAT IS THE CUSTOMER DOING?

  • Step 3 Choose Bonus (PCA)

WHAT IS THE CUSTOMER EXPECTING?

  • Become an overnight Micro Influencer

  • Get a Check Quick

WHAT IS THE CUSTOMER THINKING? QUESTIONS?

  • What is a Personal Consumption Account?

  • Why would I need this?

WHAT IS THE CUSTOMER FEELING? (Positive)

  •  

WHAT IS THE CUSTOMER FEELING? (Negative)

  • Missing Consistency with Branding. Not in alignment with main website look and feel. (the blue)

  • Confused? What does this all mean?

  • Confused. This is a lot of info. I don’t understand it.

WITH WHAT TOUCH POINTS ARE THEY INTERACTING?

 

 

 

WHAT IS THE CUSTOMER DOING?

  • Choose Autoship date / Confirm Change of Autoship Date

WHAT IS THE CUSTOMER EXPECTING?

  • Probably not expecting this step at all

WHAT IS THE CUSTOMER THINKING? QUESTIONS?

  • Why can’t I change the frequency of this?

  • What does this have to do with my BP enrollment?

  • What account is this put on?

  • What is this? I want an order today, not a month from now.

WHAT IS THE CUSTOMER FEELING? (Positive)

  •  

WHAT IS THE CUSTOMER FEELING? (Negative)

  • Confusing now that they are signing up for a product subscription

  • Its not clear whether or not they want to create an autoship. Should have a popup making sure they don’t want to

  • Not enough details on what a subscription is

  • Can’t click on the first of the month when schedule and it doesn’t say why

  • No descriptions

  • Can’t tell the frequency and choose different options

  • Need translations

  • Lots of confusion

WITH WHAT TOUCH POINTS ARE THEY INTERACTING?

 

 

 

WHAT IS THE CUSTOMER DOING?

  • Enter Account Info

WHAT IS THE CUSTOMER EXPECTING?

  •  

WHAT IS THE CUSTOMER THINKING? QUESTIONS?

  • This page is soooo long. Why do I need to enter all of this info?

  • Why so loooooooooooooooooonnnnnnnnng?

  • What is my personal account?

  • Why do I have to agree to T&C

  • Why my social security #?

  • What do I want my website to be? What is the website for?

WHAT IS THE CUSTOMER FEELING? (Positive)

  •  

WHAT IS THE CUSTOMER FEELING? (Negative)

  • Im not sure what name I want for my website? Can I change it if I don’t like?

WITH WHAT TOUCH POINTS ARE THEY INTERACTING?

 

 

WHAT IS THE CUSTOMER DOING?

  • Confirming Address

WHAT IS THE CUSTOMER EXPECTING?

  • that they entered their address correct the first time

WHAT IS THE CUSTOMER THINKING? QUESTIONS?

  • Trying to figure out what is different than what they typed

WHAT IS THE CUSTOMER FEELING? (Positive)

  • If they made an error, that it was caught ahead of time

WHAT IS THE CUSTOMER FEELING? (Negative)

  •  

WITH WHAT TOUCH POINTS ARE THEY INTERACTING?

 

 

 

[image]

WHAT IS THE CUSTOMER DOING?

  • Pick a Shipping Method

WHAT IS THE CUSTOMER EXPECTING?

  • Clear shipping options and cost effectiveness

WHAT IS THE CUSTOMER THINKING? QUESTIONS?

  • What are my options for shipping? How much does it cost?

  • What exactly qualifies at “Expedited Shipping”

WHAT IS THE CUSTOMER FEELING? (Positive)

  • Free Shipping

WHAT IS THE CUSTOMER FEELING? (Negative)

  • No shipping time frames / ETA dates

WITH WHAT TOUCH POINTS ARE THEY INTERACTING?

 

 

 

[image]

WHAT IS THE CUSTOMER DOING?

  • Payment Options

WHAT IS THE CUSTOMER EXPECTING?

  • Credit Card Options

  • Alternative Payment Method (some markets)

WHAT IS THE CUSTOMER THINKING? QUESTIONS?

  • When something goes wrong, wish there was an email or notification immediately after something happens

  • Am I being subscribed to something without knowing it?

  • What are my options for payment?

  • Wish most popular methos were at top