This framework is developed by a team of former McKinsey and Big 4 consultants. The presentation follows the headline-body-bumper slide format used by global consulting firms.
Explore a framework by ex-McKinsey & Big 4 consultants on achieving customer-centricity. Discover core capabilities for navigating digital disruption and enhancing loyalty. Customer-centric Org Capabilities is a 24-slide PPT PowerPoint presentation slide deck (PPT) available for immediate download upon purchase.
Today's customers are better informed, better connected, and more demanding that ever before. CEOs are now concerned about Customer Loyalty and they recognize that mastery of the customer agenda is essential. In fact, global leaders of successful organizations recognize that creating a customer-centric, digitally-transformed business is a top priority. In fact, Customer-centricity ceases to be a differentiator. It has become necessary for survival.
In this age of digital disruption, how can organizations engage customers, increase Customer Loyalty, and achieve profitable growth?
Almost every market is experiencing fundamental change. Consumer expectations have shifted and digital technologies are making the biggest impact on businesses large and small since the start of the information age. Ultimately, businesses need to navigate the challenges of digital disruption and find new ways to create economic value and drive growth.
This framework digs deep into what it takes to achieve Customer-centricity. In this Digital Age, there are 6 core capabilities organizations must have to be a customer-centric business.
1. Customer Strategy
2. Customer Experience (CX)
3. Sales & Service Transformation
4. Connected Enterprise
5. Data & Analytics
6. Digital Transformation
In this presentation, we discuss the first 2 capabilities in detail.
This deck also includes slide templates for you to use in your own business presentations.
This PPT delves into the evolving customer demands and expectations that are reshaping business operating models. It highlights the exponential growth of technology and its influence on customer behavior and marketing strategies. The presentation outlines a 5-step approach to creating an effective Customer Strategy and a 5-step approach to enhancing Customer Experience, ensuring organizations can meet these new demands. This deck is part of a comprehensive 3-deck series, providing actionable insights and practical templates to drive customer-centric transformation.
This PPT slide presents a structured approach to measuring Customer Experience (CX) using a pyramid model. At the top, the "CE metric" serves as a key performance indicator linked to business outcomes, foundational for understanding customer interactions. The next layer, "Journey-experience assessment," emphasizes analyzing customer journeys for a comprehensive view, enabling organizations to identify improvement areas. "Journey analytics and operational key performance indicators" are essential for providing objective metrics as leading indicators of journey effectiveness, facilitating timely adjustments and strategic decisions. The base, "Organizational and cultural foundation," highlights the necessity of employee engagement and a customer-centric culture, critical for sustaining improvements over time. This framework underscores the interconnectedness of metrics, employee involvement, and overall CX strategy enhancement.
Organizations face key challenges in developing effective customer strategies amid digital disruptions. Eighty-two percent of CEOs express concern about product relevance and alignment with customer needs, highlighting the need for continuous innovation. Sixty-five percent acknowledge the blurred lines between industry sectors, indicating a necessity to rethink competitive positioning and barriers to entry. Sixty percent of business leaders believe enhancing pricing strategies can improve profitability, emphasizing strategic pricing as a lever for financial performance. Additionally, 44% of CEOs are focused on achieving profitable growth, underscoring the importance of sustainable growth strategies. Market volatility affects 44% of businesses, complicating optimal pricing strategies and reinforcing the need for agility in pricing decisions.
This PPT slide outlines a five-step approach to developing a customer strategy. The first step, "The Single Customer View," emphasizes creating a comprehensive profile of individual customers through data analysis. "Customer Need Identification" focuses on identifying specific needs and preferences to align the strategy with customer values. The third step, "Agile Proposition Development," advocates for a flexible approach to value propositions, adapting based on real-time feedback. "Transformed Products" indicates that insights from previous steps should drive significant changes in product offerings to enhance customer satisfaction. Finally, "Evolved Business Models" suggests that a successful customer strategy can lead to innovative business models that anticipate future trends. This structured methodology provides a clear pathway for unlocking new sources of customer value.
Organizations face key challenges in enhancing Customer Experience (CX). A significant gap exists between CEO expectations and current CX effectiveness, with 89% of CEOs anticipating competition based on CX in the next 5 years, yet only 7% feeling they achieve this.
Five primary challenges include avoiding penalties for under-delivery, as customers are twice as likely to penalize companies for unmet expectations. Competing on CX is crucial, with 89% of companies prioritizing it in their strategies. Improving customer loyalty is vital, as 88% of CEOs recognize mastering the customer agenda fosters loyalty. Avoiding customer defection is critical, with 60% of consumers ceasing business due to poor service. Lastly, maintaining performance is essential, as only 7% of CEOs are satisfied with current CX delivery, highlighting the need for transformation.
Customer strategy is a core capability that involves developing a comprehensive view of customer intentions through data and analytics. Key methods include using sophisticated data analytics tools to extract insights from large datasets, accumulating extensive customer insight data to capture preferences and behaviors, and adopting an agile, test-and-learn methodology to iterate on new propositions. A practical example is Netflix, which has implemented a clear customer strategy by leveraging insights to refine content offerings and develop personalized user experiences. Extensive data analytics create detailed customer profiles that inform strategic decisions and investments in new media content. Data-driven strategies and continuous innovation are essential for aligning business strategies with customer expectations and behaviors.
This framework is developed by a team of former McKinsey and Big 4 consultants. The presentation follows the headline-body-bumper slide format used by global consulting firms.
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