This PPT slide, part of the 103-slide Complete Guide to Customer-centric Design (CCD) PowerPoint presentation, presents a framework for understanding how improvements in the customer journey can lead to enhanced customer satisfaction (CSAT) scores. It introduces the Customer Satisfaction Pyramid Model, which visually represents the relationship between service levels, business outcomes, and recommendation rates. The model emphasizes that as the customer journey becomes more digitized, leveraging data and self-service tools, organizations can better connect customer satisfaction to their strategic goals.
The pyramid structure illustrates various service levels, starting from foundational elements like speed and employee feedback, moving up to higher-level metrics such as customer experience and journey outcomes. The slide highlights specific metrics, including overall CSAT and service-specific CSAT improvements, indicating a positive correlation between enhanced service and increased recommendation rates. For instance, it notes a 3% increase in overall CSAT, with specific improvements in service-related areas, such as a 10% rise in service CSAT and a 17% increase in call center CSAT.
The right side of the slide underscores the importance of operational factors in driving customer satisfaction. It suggests that contact centers should focus on elements like speed and first-call resolution to maximize their impact on customer experience. This insight directs attention to aligning operational efforts with customer satisfaction goals, indicating that a higher recommendation rate is achievable when strategic objectives are met.
Overall, the slide serves as a call to action for organizations to refine their customer journey processes, ensuring that improvements are data-driven and strategically aligned to boost customer satisfaction metrics effectively.
This slide is part of the Complete Guide to Customer-centric Design (CCD) PowerPoint presentation.
This presentation is created by ex-McKinsey, BCG, Deloitte, EY, & Capgemini consultants. It discusses emerging frameworks related to Customer-centric Design, e.g. Customer Journey, Human-centered Design, & Design-driven Culture.
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