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.
This product (Customer Journey Assessment Framework) is a 27-slide PPT PowerPoint presentation slide deck (PPTX), which you can download immediately upon purchase.
The Customer Journey represents the complete experience a customer has with a brand, encompassing every interaction from initial awareness to advocacy. It includes all stages where the customer engages with the organization, both directly and indirectly, to meet their needs and expectations.
Understanding this journey helps organizations design meaningful, seamless, and personalized experiences. Optimizing the Customer Journey is critical to building lasting relationships, reducing churn, and driving higher lifetime value.
A Customer Journey Assessment provides a structured approach to identifying gaps, inefficiencies, and opportunities for enhancement at each phase of the journey. A comprehensive Customer Journey Assessment highlights hidden bottlenecks and inefficiencies that can negatively impact the Customer Experience.
In this PowerPoint presentation, we discuss an 8-phase framework to assessing your organization's Customer Journey:
Each of these phases is discussed in depth, where we breakdown the key objectives of the phase and key insights to be gained from assessing this phase.
This deck on the Customer Journey Assessment Framework also includes slide templates for you to use in your own business presentations.
This framework is an excerpt from the Customer Journey Assessment and Checklist PPT, which also includes an in-depth 200+ item assessment across the 8 phases of the Customer Journey.
This PPT slide outlines the initial phase of Awareness in a customer journey framework, emphasizing its importance in establishing brand visibility and recognition. It presents a structured approach to understanding how potential customers first interact with a brand. The overview highlights that this phase is crucial for attracting customers and ensuring that the brand is relevant and engaging in the marketplace.
Four key objectives are detailed. First, analyzing marketing channel effectiveness is essential to identify which platforms—like social media or traditional media—are most effective in driving visibility and traffic. This analysis helps in optimizing resource allocation. Second, evaluating the consistency and clarity of messaging ensures that the brand's identity aligns with customer expectations across various touchpoints, which is vital for maintaining a coherent brand image.
The third objective focuses on assessing market penetration. This involves determining if the brand reaches its intended demographics and geographic regions, which can reveal gaps in market coverage. Lastly, benchmarking performance against competitors provides insight into brand awareness, share of voice, and overall media impact, allowing for strategic adjustments.
Key insights further elaborate on these objectives. Understanding channel performance helps discover which avenues yield the highest engagement. Analyzing brand perception sheds light on how potential customers view the brand, identifying strengths and weaknesses. Target audience alignment is crucial for recognizing disconnects in awareness campaigns. Finally, determining content resonance aids in identifying which messages generate the most engagement, allowing for more effective marketing strategies.
This PPT slide outlines the Post-Purchase Experience phase, emphasizing its importance in ensuring customer satisfaction and loyalty after a purchase. It begins with an overview that highlights the necessity of making customers feel valued and supported, which is crucial for repeat business. The objectives section lays out 4 key goals for organizations to focus on.
First, seamless delivery and follow-through are essential. This involves monitoring fulfillment processes and simplifying activation or setup for customers. Clear communication during this phase is vital to meet customer expectations effectively.
Second, proactive support is emphasized. Organizations should anticipate common post-purchase issues and provide multiple support channels. This approach not only addresses concerns promptly, but also fosters a sense of connection with customers.
The third objective is to reinforce customer satisfaction. Collecting feedback and addressing concerns in a personalized manner can significantly enhance the customer experience. Simple gestures, like thank-you notes, can leave a lasting impression.
Lastly, the slide discusses driving repeat purchases and cross-sell opportunities. Analyzing customer behavior and preferences allows organizations to tailor recommendations, maximizing relevance and timing.
The key insights section further elaborates on these points. It highlights the importance of delivery performance, customer support quality, and identifying repeat purchase drivers. Organizations must also be vigilant about churn risks, as detecting signs of dissatisfaction early can prevent customer disengagement.
Overall, this slide provides a comprehensive framework for organizations aiming to enhance their post-purchase interactions, ultimately laying the groundwork for long-term loyalty.
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.
For $10.00 more, you can download this document plus 2 more FlevyPro documents. That's just $13 each.
ABOUT FLEVYPRO
This document is part of the FlevyPro Library, a curated knowledge base of documents for our FlevyPro subscribers.
FlevyPro is a subscription service for on-demand business frameworks and analysis tools. FlevyPro subscribers receive access to an exclusive library of curated business documents—business framework primers, presentation templates, Lean Six Sigma tools, and more—among other exclusive benefits.
The average daily rate of a McKinsey consultant is $6,625 (not including expenses). The average price of a Flevy document is $65.
Trusted by over 10,000+ Client Organizations
Since 2012, we have provided best practices to over 10,000 businesses and organizations of all sizes, from startups and small businesses to the Fortune 100, in over 130 countries.
Read Customer Testimonials
"As a young consulting firm, requests for input from clients vary and it's sometimes impossible to provide expert solutions across a broad spectrum of requirements. That was before I discovered Flevy.com.
Through subscription to this invaluable site of a plethora of topics that are key and crucial to consulting, I
have been able to exceed expectations and deliver quality advice and solutions to my clients. The quality and expertise of the authors are exemplary and gives me great confidence to use as part of my service offerings.
I highly recommend this company for any consultant wanting to apply international best practice standards in their service offerings.
"
– Nishi Singh, Strategist and MD at NSP Consultants
"My FlevyPro subscription provides me with the most popular frameworks and decks in demand in today’s market. They not only augment my existing consulting and coaching offerings and delivery, but also keep me abreast of the latest trends, inspire new products and service offerings for my practice, and educate me
in a fraction of the time and money of other solutions. I strongly recommend FlevyPro to any consultant serious about success.
"
– Bill Branson, Founder at Strategic Business Architects
"[Flevy] produces some great work that has been/continues to be of immense help not only to myself, but as I seek to provide professional services to my clients, it gives me a large "tool box" of resources that are critical to provide them with the quality of service and outcomes they are expecting."
– Royston Knowles, Executive with 50+ Years of Board Level Experience
"FlevyPro provides business frameworks from many of the global giants in management consulting that allow you to provide best in class solutions for your clients."
– David Harris, Managing Director at Futures Strategy
"As a small business owner, the resource material available from FlevyPro has proven to be invaluable. The ability to search for material on demand based our project events and client requirements was great for me and proved very beneficial to my clients. Importantly, being able to easily edit and tailor
the material for specific purposes helped us to make presentations, knowledge sharing, and toolkit development, which formed part of the overall program collateral. While FlevyPro contains resource material that any consultancy, project or delivery firm must have, it is an essential part of a small firm or independent consultant's toolbox.
"
– Michael Duff, Managing Director at Change Strategy (UK)
"One of the great discoveries that I have made for my business is the Flevy library of training materials.
As a Lean Transformation Expert, I am always making presentations to clients on a variety of topics: Training, Transformation, Total Productive Maintenance, Culture, Coaching, Tools, Leadership Behavior, etc. Flevy
It is well worth the money to purchase these presentations. Sure, I have the knowledge and information to make my point. It is another thing to create a presentation that captures what I want to say. Flevy has saved me countless hours of preparation time that is much better spent with implementation that will actually save money for my clients.
"
– Ed Kemmerling, Senior Lean Transformation Expert at PMG
"I have found Flevy to be an amazing resource and library of useful presentations for lean sigma, change management and so many other topics. This has reduced the time I need to spend on preparing for my performance consultation. The library is easily accessible and updates are regularly provided. A wealth of great information."
– Cynthia Howard RN, PhD, Executive Coach at Ei Leadership
"Flevy is our 'go to' resource for management material, at an affordable cost. The Flevy library is comprehensive and the content deep, and typically provides a great foundation for us to further develop and tailor our own service offer."
Download our FREE Digital Transformation Templates
Download our free compilation of 50+ Digital Transformation slides and templates. DX concepts covered include Digital Leadership, Digital Maturity, Digital Value Chain, Customer Experience, Customer Journey, RPA, etc.
Click main image to view in full screen.
