Customer Experience (PowerPoint PPT Slide Deck)

DESCRIPTION

This product (Customer Experience) is a 21-slide PPT PowerPoint presentation slide deck (PPT), which you can download immediately upon purchase.

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.

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

PPT SLIDE DEEP DIVES

Mapping the Consumer Decision Journey

This PPT slide outlines the Consumer Decision Journey, presenting a structured view of how customers progress from initial awareness to purchase and beyond. It identifies 4 key stages: Initial Consideration Set, Active Evaluation, Moment of Purchase, and Post-purchase Experience.

The Initial Consideration Set is where potential customers first identify products or services that meet their needs. This stage is critical as it sets the foundation for further engagement. The Active Evaluation phase follows, where customers actively research and compare options, weighing the pros and cons of their choices. This is a vital time for brands to influence perceptions and provide compelling information to sway decisions.

Next is the Moment of Purchase, which signifies the actual transaction. This stage is often influenced by various factors, including promotions, ease of purchase, and customer service interactions. The slide emphasizes that the journey does not end here; it extends into the Post-purchase Experience. This phase is about ongoing customer engagement and satisfaction, which can significantly impact future purchasing behavior and brand loyalty.

The note at the bottom indicates that the entire journey can take several days to months, influenced by the complexity of the product and the customer's individual circumstances. This insight highlights the importance of understanding customer behavior over time, not just at the point of sale. For organizations looking to enhance their customer experience strategies, this framework provides a clear roadmap to guide efforts in each stage of the journey, ultimately aiming to foster deeper customer relationships and drive repeat business.