Customer Experience (PowerPoint PPT Slide Deck)

DIGITAL TRANSFORMATION PPT DESCRIPTION

Customer experience training PPT: Learn strategies for customer management, enhancing experience, and meeting needs. Download this expert PowerPoint template now. Customer Experience is a 21-slide PPT PowerPoint presentation slide deck (PPT) available for immediate download upon purchase.

Explore Slides inside the Deck:

Mapping the Consumer Decision Journey

Emerging technology trends are driving businesses to Digital Transformation across industries. At the core of most Digital Transformation projects is the evolution of the Customer Experience, from a traditional linear process (with few touch points) to a continuous, circular process (with constant touch points).

This new approach to Customer Experience has been captured by many top-tier management consulting firms. In fact, this presentation will provide overviews for 2 such frameworks:

•  McKinsey's Customer Decision Journey
•  Accenture's Nonstop Customer Experience Model

This deck is an excerpt from our more comprehensive framework, Digital Transformation Strategy.

This presentation dives deep into the shifting paradigms of Customer Experience, emphasizing the transition from traditional to modern processes. The cyclical nature of the modern customer journey is highlighted, where customers continuously loop through discovery, evaluation, purchase, and post-purchase phases. This shift underscores the need for businesses to adapt their strategies to maintain constant engagement with customers, ensuring a seamless and ongoing relationship.

The PPT also explores Accenture's Nonstop Customer Experience Model, which integrates open and branded content channels to create a cohesive customer journey. This model emphasizes the importance of delivering on promises and maintaining a consistent delivery of value throughout the customer lifecycle. By leveraging this framework, businesses can better understand and meet the evolving expectations of their customers in a digital-first world.

Several trends are identified, indicating that companies must move beyond merely admiring digital opportunities and start capitalizing on them. The presentation outlines the barriers customers face in adopting digital service channels and the rising expectations that companies must meet. It provides actionable insights and templates to help organizations implement customer-centric practices, ensuring they stay ahead in the competitive landscape.

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DIGITAL TRANSFORMATION PPT SLIDES

Mapping the Consumer Decision Journey

The Consumer Decision Journey outlines how customers progress from awareness to purchase and beyond, encompassing 4 key stages: Initial Consideration Set, Active Evaluation, Moment of Purchase, and Post-purchase Experience. In the Initial Consideration Set, potential customers identify products or services that meet their needs, laying the groundwork for engagement. During Active Evaluation, customers research and compare options, making it crucial for brands to influence perceptions. The Moment of Purchase signifies the transaction, influenced by promotions, ease of purchase, and customer service. The journey continues into the Post-purchase Experience, focusing on ongoing engagement and satisfaction, which affects future purchasing behavior and brand loyalty. The entire journey can span days to months, shaped by product complexity and individual circumstances, highlighting the importance of understanding customer behavior over time. This framework serves as a roadmap for enhancing customer experience strategies and fostering deeper relationships.

Source: Best Practices in Digital Transformation, Customer Experience, Customer Decision Journey PowerPoint Slides: Customer Experience PowerPoint (PPT) Presentation Slide Deck, LearnPPT Consulting