This PPT slide, part of the 103-slide Complete Guide to Customer-centric Design (CCD) PowerPoint presentation, presents a model focused on the "Nonstop Customer," emphasizing the ongoing interaction customers have with companies throughout their purchasing journey. It outlines a cyclical process that includes stages such as Discover, Consider, Evaluate, Purchase, Use, and Delivery. This model illustrates how customers are not just passive recipients, but active participants who continuously assess their options.
Today's customers navigate a complex landscape shaped by digital touchpoints. They can easily switch between different providers, driven by their expectations for seamless experiences across various channels. The text highlights that technology empowers customers to control their interactions, allowing them to tailor their journeys according to their preferences. This dynamic nature of the customer journey signifies that businesses must remain agile and responsive to meet evolving expectations.
The slide categorizes customers into 4 distinct types: Traditional, Experimental, Transitional, and Digital Savvy. Each type reflects varying levels of digital engagement, from those who rely on conventional methods to those who fully embrace digital technologies. This segmentation underscores the necessity for companies to understand their audience's digital maturity and tailor their strategies accordingly.
The concluding note on the "Switching Economy" serves as a critical reminder. It suggests that if customers perceive a lack of digital intensity in their current provider, they are likely to seek alternatives. This insight is crucial for businesses aiming to retain customers in an environment where loyalty is increasingly fragile. Understanding these dynamics can help organizations refine their customer engagement strategies and enhance overall 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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