Framework for Effective Customer Experience Measurement PPT

This PPT slide, part of the 24-slide Customer-centric Organization: Core Capabilities (Part I) PowerPoint presentation, presents a structured approach to measuring Customer Experience (CX) through a pyramid model. At the top, the "CE metric" is emphasized as a key performance indicator directly linked to business outcomes. This metric serves as the foundation for understanding customer interactions and their impact on overall performance.

The next layer focuses on "Journey-experience assessment," which stresses the importance of analyzing customer journeys rather than just touchpoints. This approach aims to provide a comprehensive view of customer experiences, enabling organizations to pinpoint areas for improvement. The slide suggests that understanding performance on each journey is crucial for driving enhancements.

Following this, "Journey analytics and operational key performance indicators" are highlighted. Regular and objective metrics are essential here, as they serve as leading indicators that inform the organization about the effectiveness of each journey. This data-driven approach allows for timely adjustments and strategic decision-making.

The base of the pyramid is the "Organizational and cultural foundation." This section underscores the necessity of employee engagement at all levels. Employees are positioned as vital contributors to assessing customer experiences and identifying operational improvements. The slide also mentions the importance of a change-management framework and fostering a customer-centric culture, which are critical for sustaining improvements over time.

Overall, this slide outlines a comprehensive framework for organizations aiming to enhance their customer experience measurement systems. It emphasizes the interconnectedness of various elements, from metrics to employee involvement, in creating a robust CX strategy.

This slide is part of the Customer-centric Organization: Core Capabilities (Part I) PowerPoint presentation.

Download the Full Presentation

EXPLORE MORE SLIDES FROM THIS PRESENTATION

EXPLORE MORE PRESENTATIONS ON

Customer-centric Organization Customer Experience Employee Engagement Customer Journey Key Performance Indicators Customer-centric Culture Analytics

Are you familiar with Flevy? We are you shortcut to immediate value.

Flevy provides business best practices—the same as those produced by top-tier consulting firms and used by Fortune 100 companies. Our best practice business frameworks, financial models, and templates are of the same caliber as those produced by top-tier management consulting firms, like McKinsey, BCG, Bain, Deloitte, and Accenture. Most were developed by seasoned executives and consultants with 20+ years of experience.

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.

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.

Read Customer Testimonials

"I am extremely grateful for the proactiveness and eagerness to help and I would gladly recommend the Flevy team if you are looking for data and toolkits to help you work through business solutions."

– Trevor Booth, Partner, Fast Forward Consulting

"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

... [read more]

– Nishi Singh, Strategist and MD at NSP Consultants

"FlevyPro has been a brilliant resource for me, as an independent growth consultant, to access a vast knowledge bank of presentations to support my work with clients. In terms of RoI, the value I received from the very first presentation I downloaded paid for my subscription many times over! The

... [read more]

– Roderick Cameron, Founding Partner at SGFE Ltd

"I have used FlevyPro for several business applications. It is a great complement to working with expensive consultants. The quality and effectiveness of the tools are of the highest standards."

– Moritz Bernhoerster, Global Sourcing Director at Fortune 500

"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

... [read more]

– Bill Branson, Founder at Strategic Business Architects

"As a consulting firm, we had been creating subject matter training materials for our people and found the excellent materials on Flevy, which saved us 100's of hours of re-creating what already exists on the Flevy materials we purchased."

– Michael Evans, Managing Director at Newport LLC

"As a niche strategic consulting firm, Flevy and FlevyPro frameworks and documents are an on-going reference to help us structure our findings and recommendations to our clients as well as improve their clarity, strength, and visual power. For us, it is an invaluable resource to increase our impact and value."

– David Coloma, Consulting Area Manager at Cynertia Consulting

"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

... [read more]

– Ed Kemmerling, Senior Lean Transformation Expert at PMG