This PPT slide, part of the 103-slide Complete Guide to Customer-centric Design (CCD) PowerPoint presentation, presents a framework for enhancing Customer Experience (CX) through a structured approach known as Customer-centric Design (CCD). It emphasizes the importance of understanding customer interactions as a means to differentiate the organization from its competitors. The content is organized into 3 key phases: Observe, Shape, and Perform.
In the first phase, "Observe," the focus is on gaining insights into customer interactions. This involves understanding how customers perceive their experiences, which is critical for identifying areas for improvement. The goal is to view the business through the customer's perspective, ensuring that their needs and expectations are prioritized.
The second phase, "Shape," centers on redesigning the business model based on the insights gathered during the observation phase. This step is about aligning the organization’s processes and offerings with customer expectations, effectively creating a more responsive and relevant business structure.
The final phase, "Perform," involves aligning the organization to achieve tangible outcomes. This means ensuring that all functions within the organization are geared towards delivering a superior customer experience. It highlights the necessity for management to train employees to adopt a customer-centric mindset while also having the courage to implement significant changes that add value.
The slide concludes with a strong assertion: management must prioritize the customer journey over internal organizational structures. This perspective is essential for fostering a culture that truly values customer experience, ultimately leading to improved business performance and customer satisfaction.
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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Customer Experience Customer Satisfaction Customer Journey Organizational Structure Customer-centric Design
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