Customer Experience Primer (PowerPoint PPT Slide Deck)

CUSTOMER EXPERIENCE PPT DESCRIPTION

Elevate your Customer Experience strategy with this PPT by ex-McKinsey consultants. Explore the Observe, Shape, Perform framework for a customer-centric approach. Customer Experience Primer is a 23-slide PPT PowerPoint presentation slide deck (PPT) available for immediate download upon purchase.

Explore Slides inside the Deck:

Redesigning Business Operations for Customer-Centric Experience Holistic Customer Journey Insights for Enhanced Experience Strategic Foundations for Elevating Customer Interaction

Our company must create exceptional Customer Experiences that set us apart from our competitors.

The starting point of every Customer Experience is to know what our customers want. Delivering what our customers want must now be substantially supported by how we deliver what our customers wants.

Essentially, our company must first learn the fundamentals of customer interaction. Knowing the steps necessary to redesign our business in a more customer-centric fashion keeps us ahead of the race.

Focusing on individual customer touchpoints has ceased to be a competitive edge. Customer Experience of today has moved from individual customer touchpoints to a more holistic approach spanning the entire Customer Journey.

Reaching an ideal Customer Experience requires a journey of three progressive steps.

1. Observe: Understand the Interaction through the Customer’s Eyes.
2. Shape: Redesign the Business from the Customer Back.
3. Perform: Align the Organization to Deliver Against Tangible Outcomes.

Each step is backed up by building blocks that lay the foundation of directing our company towards an effective customer-centric organization.

This deck also includes slide templates for you to use in your own business presentations.

This presentation delves into the critical phases of the Customer Experience journey: Observe, Shape, and Perform. Each phase is meticulously broken down into actionable steps and building blocks, ensuring that your organization can effectively transition to a customer-centric model. The Observe phase emphasizes understanding customer interactions and identifying key touchpoints. Shape focuses on redesigning business processes from the customer's perspective, leveraging behavioral psychology to enhance interactions.

The Perform phase is about aligning your organization to deliver on customer expectations consistently. It includes strategies for capturing customer feedback and using it to drive continuous improvement. This PPT is an essential toolkit for any executive looking to elevate their company's Customer Experience strategy. It provides not just theoretical insights, but practical templates that can be directly applied to your business operations.

Got a question about this document? Email us at [e-mail].

CUSTOMER EXPERIENCE PPT SLIDES

Redesigning Business Operations for Customer-Centric Experience

This PPT slide outlines "Shape" as the second step in redesigning business operations through a customer-centric approach. It emphasizes the importance of prioritizing a clear purpose and focusing on key aspects of the customer journey. Redesigning customer experience involves reshaping interactions, often starting with smaller initiatives, suggesting a phased transformation. Digitizing processes is essential for enhancing customer interactions, reflecting a trend towards leveraging technology. Two key building blocks for this transformation are the application of behavioral psychology to understand customer motivations and the digitization of customer journeys, integrating technology into the customer experience framework. This approach requires a commitment to cultural shifts and ongoing refinement based on customer feedback.

Holistic Customer Journey Insights for Enhanced Experience

This PPT slide emphasizes the significance of understanding customer journeys over isolated touchpoints. While individual touchpoints, such as sales onboarding and problem resolution, may achieve high satisfaction ratings—90% for agents and 85% for web support—the overall journey satisfaction can plummet to 60%. This highlights the need for a holistic evaluation of customer experience. The framework presented aligns employees with customer needs, advocating for a journey-focused strategy. Statistics indicate that measuring customer journeys can boost satisfaction by 56% to 117% and increase willingness to recommend services by 58% to 104%. This data supports the transition from isolated touchpoint assessments to comprehensive customer experience management.

Strategic Foundations for Elevating Customer Interaction

Observation is critical for enhancing customer interaction, as evolving customer expectations demand immediacy, personalization, and convenience. Organizations must transform into customer-centered entities, starting with "To Observe," which emphasizes understanding customer interactions from their perspective. Four foundational building blocks guide this process: 1. "Defining our customer’s journey" involves mapping the entire customer experience to identify touchpoints for optimization. 2. "Focusing on Customer Journey to achieve business outcomes" highlights the direct implications of understanding the customer journey on business results. 3. "Count what matters most to our customers" stresses measuring customer satisfaction and preferences to prioritize resonant features and services. 4. "Know your Customer Experience aspiration and common purpose" underscores the need for a unified vision within the organization to enhance overall effectiveness. Observing customer interactions is a fundamental shift for organizations to meet modern expectations.

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