This PPT slide, part of the 103-slide Complete Guide to Customer-centric Design (CCD) PowerPoint presentation, outlines the essential components necessary for achieving customer delight, emphasizing the importance of aligning strategic goals with customer needs. It presents a framework consisting of ten elements, divided into 2 categories: customer-centric elements and provider-centric elements.
The central focus is on "Customer Delight," which is surrounded by 5 customer-centric elements: Empathy, Expectation, Emotion, Elegance, and Engagement. Each of these elements plays a critical role in understanding and enhancing the customer experience. For instance, empathy involves recognizing and addressing customer feelings, while expectation relates to meeting or exceeding what customers anticipate from the service.
On the other side, the slide lists 5 provider-centric elements: Execution, Engineering, Economics, Experimentation, and Equivalence. These elements highlight the operational aspects that organizations must manage to ensure that customer-centric strategies are effectively implemented. Execution refers to the actual delivery of services, while engineering pertains to the design and functionality of those services.
The concluding statement emphasizes the need for organizations to assess their performance against these elements. By understanding how well they deliver on these fronts, businesses can identify areas for improvement and initiate necessary transformations. This structured approach not only aids in enhancing customer satisfaction, but also aligns internal processes with customer expectations, ultimately driving better business outcomes. The slide serves as a strategic guide for organizations aiming to refine their service design and delivery processes.
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.
EXPLORE MORE SLIDES FROM THIS PRESENTATION
EXPLORE MORE PRESENTATIONS ON
Customer Experience Service Design Customer Satisfaction Customer-centric Design
Flevy is the world's largest knowledge base of best practices.
Leverage the Experience of Experts.
Find documents of the same caliber as those used by top-tier consulting firms, like McKinsey, BCG, Bain, Deloitte, Accenture.
Download Immediately and Use.
Our PowerPoint presentations, Excel workbooks, and Word documents are completely customizable, including rebrandable.
Save Time, Effort, and Money.
Save yourself and your employees countless hours. Use that time to work on more value-added and fulfilling activities.
