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This presentation is a collection of PowerPoint diagrams and templates used to convey 30 different Customer Experience Management frameworks and models.


Five Phases of Design Thinking
Business Model Canvas
Customer Journey Mapping
Empathy Map
Point of View (POV)
Four Moments of Truth
Net Promoter Score (NPS)
6P's of Marketing Mix
Keller's Customer-Based Brand Equity Model
Kano Model
Kaufman's Six Levels of Customer Service
Ladder of Loyalty
Apostle Model (Satisfaction-Loyalty Matrix)
Importance-Performance Matrix
Profitability-Loyalty Matrix
Opportunity Map
Context Map
Prioritization Map
Five Steps of Service Recovery
The International Standard for Service Excellence (TISSE2012)
Xerox Benchmarking Methodology
Root Cause Analysis
Kotter's Eight Phases of Change
McKinsey's 7S Framework
Baldrige Excellence Model
EFQM Excellence Model

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Customer Experience Management Models

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This business document is categorized under the function(s): Organization, Change, & HR   Strategy, Marketing, & Sales  

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File Type: PowerPoint (pptx)

File Size: 2.4 MB

Number of Slides: 144

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Initial upload date (first version): Feb 13, 2016
Most recent version published: Apr 24, 2017

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